Take a look at the some of the sessions on e-commerce fraud prevention, minimizing risk and facilitating payments/compliance at CNP Summit where you can learn directly from your peers and industry experts who have been successful in the CNP space.
May 19-21, 2020 at Marriott Marquis, San Francisco - Learn More
The Many Faces of Friendly Fraud
More than a decade ago, the term "friendly fraud" was invented to describe when a cardholder participates in a legitimate transaction, but then initiates a chargeback. Since its emergence, it has not only become a much bigger problem, but has also taken on many different forms: buyer's remorse; a family member using a cardholder's card; and more malicious schemes. In this session, panelists will discuss the different types of "friendly" fraud they are seeing, what are they doing to discourage and reduce each type, and how to attack the chargebacks associated with them.
How to Fight Fraud When Your Customer is the Weakest Link
More and more often, the types of fraud plaguing merchants most originate with their customers. Consumers are being scammed into buying thousands of dollars in gift cards that are being turned over to fraudsters; they are reusing passwords so much ATO has become industrialized; and they are being phished and socially engineered in countless ways. These tactics are challenging to identify and counteract because the point of vulnerability is the consumer, not the merchant. What can merchants do to reduce these types of attacks? Should they invest in more backend tools and resources, try to educate their customers about scams they are falling prey to, or something else? Experts on our panel weigh in on this sensitive issue.
How to Win Friends and Influence People—In the Fraud World
One of the biggest challenges for trust & safety and fraud teams in e-commerce organizations is to advocate for themselves and be championed throughout the company. They might not call you "sales prevention" to your face, but it’s likely that corporate leadership or other departments in your organization misunderstand your role and intentions. How can you convince them that trust & safety/fraud is an epicenter of business intelligence ensuring more revenue stays within the company by reducing and responding to chargebacks? In this session, panelists who have turned around the reputation of and respect for their teams within their own organizations will share some of their secrets. You will leave this session with strategies that can help you change the perception of your department, hopefully leading to increased respect, resources and a seat at "the table.”
The Context of Content
For online companies that allow users to post comments or reviews, post items for sale, or interact with each other on their platform, content moderation is critical. It will affect compliance of COPA, GDPR, AML and other regulations, not to mention the trust and safety of users. But what are the best user rules, content moderation tools, strategies, etc.? And how do you balance the use of technology and humans to ensure users are abiding by your policies? What is the best way to ensure support for those on your team that may have to view offensive and sometimes illegal content? Trust & safety veterans on our panel will look at this growing area of concern in the digital commerce world.
Installment Payments in the US: The Good, the Bad, the Ugly
Installment payments are an increasingly popular online alternative payment method in other countries—especially Latin America. In the last two years, though, they have started to become popular in the U.S., as well. But, to offer installments, what payment acceptance rules does a payments manager need to consider? What contract terms are typical? And what risks should the fraud manager take into consideration? In this session, panelists who have successfully integrated this payment method into their checkout page will share what they've learned and provide tips for merchants considering the offering. Providers who offer these services will also participate to share data around conversion increases and acceptance norms.
A New Decade of Account Takeovers
Account takeovers of consumer online accounts with merchants have been increasing for almost a decade. What started out as an attack type targeted at a small group of digital goods companies now impacts all verticals in various ways. And, the behavior and tactics of the fraudsters performing this type of fraud are changing and getting more complex—and harder to defend—over time. ATO can result in payment fraud, draining of valuable items like miles, points, gaming skins, and more. In this session, a panel of experts will explain what ATO attacks look like now and what type of companies are most likely to become targets, how your business model affects the type of attack you experience, and what they are after (hint: credential validation, payment fraud, ANYTHING of value, and much more).
CCPA: Ripples Will Reach YOUR Business
When the California Consumer Privacy Act went into effect on January 1, 2020, most online companies were still scrambling to become compliant. And, with every Californian’s data protected by the new regulation, just about every e-commerce business in the U.S. will be affected. In this session our panelists will discuss:
- The requirements for compliance and what compliant companies did to become so, especially in areas that are legally uncertain
- Processes companies have put in place to vet requests for information to ensure this law won’t create loopholes enabling fraudsters to get data
- Best practices for gathering documentation needed if a chargeback is initiated and a consumer request for their data to be wiped comes before the chargeback window is closed
Optimize Recurring Payments: Reduce Churn & Increase Customer Experience
There is a subscription available to consumers for almost anything: video streaming, satellite radio, gaming, subscription boxes, toothbrushes, razors, pet supplies and more. But, anyone who has been responsible for revenue in a recurring environment knows that no sale is guaranteed for the following month. Optimizing your payments to ensure minimum amount of churn and to recover funds from consumers who receive a decline on a recurring payment is an inexact science. In this session, panelists will share:
- Best practices to increase authorizations on recurring transactions, including ensuring your merchant account has the "recurring flag"
- How providing customers with more ways to cancel a subscription can lead to more sales retention
- Tips & tricks from subscription pros that will increase sales and consumer satisfaction while reducing cancellations and chargebacks
Fighting Fraud on a Shoestring
When it comes to fighting fraud, no company has unlimited resources, but some have to be more creative than others. Our panelists will identify free and inexpensive resources that that have been helpful in identifying and reducing fraud exposure costs. They will discuss ways to identify fraudulent orders without the latest technology. And, they will reveal winning strategies enabling you to make do with what you have while communicating to leadership a need for additional resources.
Reducing the Cost of Payment Acceptance
The cost of accepting online payments has always been a thorn in the side for e-commerce merchants. Not only does it cost more than traditional card-present payments, but that cost varies greatly from company to company. Variables impacting pricing can include: type of merchant (MCC), volume, average order value (AOV), the processor you select, payment method, how payments are processed by the merchant, etc. Some fees are negotiable, others can't be negotiated, but they can be optimized utilizing data analytics and process improvements. In this session, experts reveal tips to reduce these costs and what needs to be considered when reviewing payment costs.
Increasing Acceptance Rates by Reducing False Positives
Fraudulent orders don't show up in your system in red blinking lights. So, no matter how refined your process is, false positives will always be an issue. Legitimate orders that are canceled due to suspicion of fraud can have the exact opposite effect you intend. Instead of saving money, you lose sales and customers—possibly for good. In this session, panelists will discuss:
- What metrics indicate false positives and how do you measure them
- Winning strategies to retrain your staff and/or your fraud system to more clearly define fraudulent vs. risky behavior
- How some companies have learned to recover legitimate sales and customers after an order has been canceled
The state of SCA: What You Need to Know, and When
Strong customer authentication (SCA) is a requirement of the EU Revised Directive on Payment Services (PSD2) for payment service providers within the European Economic Area. The requirement ensures that electronic payments are performed with multi-factor authentication, to increase the security of electronic payments. In this session, panelists will share:
- Compliance requirements and deadlines
- If investing in new technology is necessary to be compliant or if what you are currently using will suffice
- Why some merchants are worried that these new regulations will provide loopholes for fraudsters to be more prolific, not less.
You Know Who Else Loves Mobile? Fraudsters
It's no secret that consumers are using their mobile devices more than ever to make payments. But fraudsters have also learned how to exploit mobile to circumvent fraud prevention processes and technology. Bad actors will use anything from a mobile emulator to phone porting to SIM swapping to exploit your system. In this important session, our panelists will discuss:
- Mobile technology and systems criminals use to take advantage of your call center, mobile app or website.
- Implementing processes to identify and prevent these tactics and how to spot an emulator or an illegally ported mobile number.
- Success stories from leading merchants who were forced to confront these issues and how to apply that knowledge to your own fraud prevention strategy
Vendor Selection Shouldn't be the Hunger Games
Over the last decade, there has been an explosion in the amount of antifraud and payment technology available to digital merchants. But, as consolidation and outside investment pick up the pace—putting increased pressure on technology providers’ sales and marketing departments—separating exaggerated marketing messages and claims from factual information about a solution’s capabilities is more difficult. In this session, you'll hear from panelists providing helpful advice about:
- Identifying solutions that will address the issues you are experiencing in your business
- How to refine your RFI/RFP process to ensure you are asking the right questions
- Getting feedback from other merchants before signing a contract