Strategies and Tactics to Mitigate the Risks of Refund Claims Fraud - Pt 2 w/ Dajana Gajic-Fisic

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Dajana Gajic-Fisic, Head of eCommerce Risk Management at Finish Line is back for a follow-up conversation w/ Karisse about Refund Claim Fraud (RCF). Dajana provides insights on how merchants can address refund fraud and the importance of solving, not just stopping, it.

She also shares that as you begin to measure losses, identify gaps in the process, and start identifying gaps & vulnerabilities, you will not only identify ways to detect & reduce RCF, but also find many areas of opportunities to address gaps that may not be causing fraud, but do result in great financial losses for a retail business, and often provide a poor customer experience. But you don't always need to create brand new processes; Dajana provides a great example of how she leveraged an existing process & report performed by another team, to improve visibility into areas of opportunity to streamline processes & reduce additional costs within the business.

Karisse & Dajana also address some of the mistakes they've seen retailers make when trying to be reactive to one specific gap at a time, and not understand the root causes of the exploits. And Dajana also shares why communication and feedback are critical, the importance of tracking the "wins" you & your team achieve during this process, and why putting your name out there is essential for success.

***As mentioned at the end of this episode, there's a lot more that we want to share with other online retailers, but can't on a public platform (for several reasons). If you need to learn MUCH more about how refund claims fraud, and want to hear all that we couldn't share on a public platform, you can learn more about it & add your name & contact info to the waiting list for the upcoming virtual training course created by Karisse & Dajana here:

https://forms.gle/a1vsWNfs7qe5GdbS8

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.

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