CNP inFocus: Trust & Safety
Each month, our editorial team will put together a week of curated content around a specific issue e-commerce merchants face every day and present their findings in a number of different formats including feature articles, merchant guides & how-to lists, a live webinar and a merchant-only zoom call to collaborate with other merchants.
“Thank you for hosting such an amazing event. I learned a lot from it, and it was so nice to meet everyone that participated!” - Founderhow fraud departments can work to change the perception of their efforts to protect their company as aligned with customer experience and growth objectives. of TagHawk, Inc.
In our latest CNP inFocus, we explored Trust & Safety and specifically how fraud departments can work to change the perception of their efforts to protect their company as aligned with customer experience and growth objectives. Please note, we will take a break in December while our merchants are in the trenches and restart our CNP inFocus educational series in January 2021.
Fill out just one form on this page to access all the detailed merchant guides from our previous CNP inFocus campaigns including:
- Merchant Guide: False Positives: Impact, Measurement & Response
- Merchant Guide: Chargeback Best Practices: 3 Tactics to Win
- Merchant Guide: 7 Steps to Stop Refunding Fraud
- Merchant Guide: 8 Keys to Communicating Your Fraud Team's Value
- Surfaced Content: Trust & Safety [merchant guide in development]
"I have attended many CNP trade shows. Thank you for the webinar today. The content was great - poignant and actionable. Thanks for all you guys do. We are a consulting and brokerage company for all thing relating to payment acceptance. I consistently reference knowledge we have gained through CNP."
- Kelly Keesee, Owner & Founder, The Payment Boutique
*Please Note: Media or e-commerce solution companies are not permitted to participate in the merchant-only Zoom collaboration calls in order to maintain confidentiality and security in these conversations.
See below for the gated content from our CNP inFocus campaigns.
False Positives [Oct. 2020]
As merchants find more and more success at identifying and preventing fraud, the other side of that coin is that unfortunately, in many cases, legitimate orders are wrongfully flagged and declined by fraud prevention systems. These can be devastating to a merchant, especially over time.
Our team took a deep dive into this benchmark issue during our CNP inFocus series and this new PDF is a culmination of knowledge gained and LATEST BEST PRACTICES merchants should follow to measure and respond to false positives.
Chargebacks [Sept. 2020]
Chargebacks continue to be a true measure of a merchants' health and ability to prevent fraud. ATOs, friendly fraud, CNP fraud, loyalty fraud... they all end up as chargebacks.
Our team took a deep dive into chargebacks during our CNP inFocus series—including surfaced content, a merchant-only Zoom collaboration call and a dedicated education session/webinar. This guide is a culmination of NEW STEPS and BEST PRACTICES merchants should follow to prevent chargebacks and help regain lost revenue.
Refunding Fraud [August 2020]
Merchant Guide | 7 Steps to Stop Refunding Fraud
Professional refunders are helping customers obtain highly desirable items at a fraction of the cost. They have become experts in the intricate details of specific merchants' terms and conditions and they're using them against you... and unlike most other fraud, you won't get a chargeback notification so you don't even know when they are stealing from you.
Communicating Value Internally [July 2020]
[merchant guide] 8 Keys to Communicating Your Fraud Team's Value
Despite your successes, a common problem fraud prevention professionals face is how to effectively communicate your team’s value to corporate leaders. Often, management thinks e-commerce fraud isn’t very significant or, even worse, that stopping fraud means saying “no” to sales. As a result, fraud departments are often unable to upgrade the technology they rely on or are left out of strategic decision-making, which can lead to more opportunity for fraudsters to empty the organization’s coffers.
CNP Virtual Summit Series
In this first session of the CNP Virtual Summit Series, Card Not Present Editor in Chief D.J. Murphy and Karisse Hendrick, founder and principal of Chargelytics Consulting talk about the impact of “the new normal” on fraud and payments in the digital commerce space. Learn how the pandemic has affected various e-commerce verticals, how fraudsters are taking advantage of the current situation and how fraud departments are adapting to work-from-home or reduced headcount due to illness.
Card Not Present Editor-in-Chief D.J. Murphy and Karisse Hendrick, Founder and Principal of Chargelytics Consulting are joined by Holly Sandberg, Manager, Credit & Fraud at Paciolan and Imran Hussain, Director of Revenue Protection at Rocketmiles. These experienced operators will field questions from the CNP community relating directly to challenges merchants are facing today and provide effective actions you can take to protect your company.
As we face an unprecedented pandemic across the globe, we must consider how it impacts the credit card fraud market, card shops, and other illicit communities. Editor-in-Chief DJ Murphy will be joined by Flashpoint’s Ian Gray & Mike Smola as they dive into card shops like Joker’s Stash, marketplaces like Genesis, and other collections, where fraudsters flock to get the tools and tactics they need to steal from your business.
DJ is joined by industry experts Kaity Reagle, Head of Trust & Safety at Harry's, Inc
and Jeff Sakasegawa, Trust & Safety Architect at Sift to explore how to future-proof your business, the tools and processes you need to navigate these unpredictable times, trends that we are seeing and the different verticals most affected by the pandemic and how to ensure your digital trust and safety strategy continues to protect and grow your business
Fraud teams often struggle to show others in their own company the value they bring. Whether it’s their impact on bottom line profits or justifying headcount for manual review, “how do I get them to understand our value?” is asked often. In our fifth education session for the CNP Virtual Summit Series, we will explore practical KPIs (Key Performance Indicators) you can use to demonstrate the value of your fraud prevention team to upper management and effectively leverage change in your organization.
The COVID-19 crisis has driven consumers to eCommerce in unprecedented numbers—and businesses are struggling with a whole new set of challenges: broken supply lines, order cancellations, inconsistent delivery, and more. Perhaps worst of all, businesses experiencing fewer transactions as well as those seeing record growth are reporting a huge spike in chargebacks. In this seventh education session for the CNP Virtual Summit Series, our experts will offer experienced-based advice and insider expertise on ways merchants can maximize revenue recovery while working to prevent chargebacks in the future.
This will be the last educational session for this CNP Virtual Summit Series. In this session, we will explore the major themes and best practices we have learned around how Covid-19 has changed the e-commerce space. In addition, we will be announcing the winners of the 2020 CNP Awards.