Refund Claims Fraud Pt 1: What It Is -and What It Isn't w/ Dajana Gajic-Fisic (Finishline/JD Sports NA)

Fraudology is presented by Sardine.In this episode of Fraudology, host Karisse Hendrick is joined by Dajana Gajic-Fisic, Head of eCommerce Risk Management at Finish Line, to talk about a "new" form of fraud that they've gotten to know a lot about over the last 3 years. -Refund Claims Fraud (aka: Refund Fraud).In part 1 of this two part discussion, Dajana & Karisse will:Talk about the symptoms of this issue before it was discovered, and how refund claims fraud differs from policy abuse or return fraud.How to quantify the size of the problem for your company, present the issue(s) to leadership, and begin to identify & triage various gaps & vulnerabilities that are being exploited by online thieves.How a group of ~40 retailers worked together over the course of 3+ years to share information on attack methods and different aspects of this form of stealing from online retailers.Dajana will also share how COVID-19 impacted refund claims fraud, the difference between policy abuse and refund claim fraud, the importance of identifying legitimate customer claims, and the current challenges retailers have faced when trying to find vendors who can help identify & disrupt this newer form of fraud.To connect with Dajana (no soliciting, please!):  https://www.linkedin.com/in/dajana-gajic-fisic/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