How Re-directing Manual Review Increased Annual Revenue by 8-figures | Shawn Kelley (ex-SeatGeek)

Fraudology is presented by Sardine.

In this episode of Fraudology, Shawn Kelley, Former Director of Payments & Risk for SeatGeek returns to share another fraud strategy success story. This time, the problem being solved was the length of time for the feedback loop on orders the fraud system wasn't identifying (aka- Fraud Chargebacks) was too long. This situation is most common for online companies that rely on & need to update rules engines, systems with supervised Machine Learning, and most any fraud tool that needs to learn from it's mistakes, and generally that time frame is in weeks, not days or hours, resulting in more fraud being missed until the 1st chargeback or notification of fraud is received.

By re-directing the placement and the overall focus/job duties for their team of fraud analysts, Shawn & his leadership were shocked by all of the positive outcomes!

• Identifying fraud attacks & new methods in hours, instead of days to implement a feedback loop into their supervised machine learning system, and giving the fraud team the ability to help their Finance with more accurate forecasting numbers
• Increasing annual PROFITS (not just revenue) by 10's of millions of dollars
• Much happier & fulfilled fraud analysts which translated into a better team culture and higher employee retention rate

Whether this specific scenario is one your company faces, how Shawn & his team thought about a solution to the problem & the surprising outcomes they experienced can inspire you to look at a way that "things have always been done" in a different way, and to test possible solutions to identify the right one.

To connect with Shawn directly, or to speak with him about his consulting services in e-commerce fraud & payments strategy & product improvements, you can reach out on LinkedIn: https://www.linkedin.com/in/shawnkelley/

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:

2023-q4-postroll sardine 1