Retailers Share Experiences: Measuring & Reducing False declines

Fraudology is presented by Sardine.

In this episode of Fraudology, Karisse is joined by a group of 6 fraud leaders for 5 large retailer brands in the US, as they talk about their own experiences and challenges with false declines (aka: false positives or insults).

On last Thursday's episode of Fraudology, Karisse shared the results from the soon-to-be-published Fraudology Benchmarking survey (Sponsored by Forter) about false positives. With only 57% of respondents even measuring false declines, and with 1/2 of the 43% who don't measure this important metric saying not only do they not measure it, they aren't worry about it, Karisse wanted to ask some of her favorite fraud-fighting merchants for their thoughts & experiences on this topic.

Some of the topics discussed include:

• Why they're difficult to measure, but why they're also critical to understand
• The impact to the business is greater for each transaction that is canceled in error, than the money saved by canceling orders that would become chargebacks
• Suggestions to provide feedback about missed fraud orders to manual review analysts in ways that could prevent another increase in false declines
• Why it's important to measure spikes in all metrics on a daily basis, and particularly how a spike in the daily auto-decline rate requires investigating to either identify a new spike in fraud attempts, or a spike in orders being declined unnecessarily
• It's not enough to measure your company's false decline rate, it's important to perform root causes analysis to determine how similar orders in the future can be identified and passed, instead of canceled.

Because of the policies of the companies that these specific fraud leaders work for, they are anonymous on this episode. Initials were assigned at random to ensure their anonymity, so they could provide their accounts from the "front lines" on this topic that is often discussed "behind closed doors" among fraud leaders, like in this conversation.

While we wish we could name the participants of this episode to give them the credit they deserve for being top leaders in online retail fraud prevention, we would like to give a big thank you to "D", "S", "B", "M", "P", and "C"!

Fraudology is hosted by Karisse Hendrick, a fraud fighter with decades of experience advising hundreds of the biggest ecommerce companies in the world on fraud, chargebacks, and other forms of abuse impacting a company's bottom line.

Connect with her on LinkedIn

She brings her experience, expertise, and extensive network of experts to this podcast semi weekly, on Tuesdays and Thursdays.

Mentioned in this episode:

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