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Kopi Chat Fraud Outlook in E-commerce

BLOCK71 Jakarta
BLOCK71 Jakarta

1. E-commerce companies discussed the importance of protecting customers from fraud to maintain trust in transactions. 2. Types of fraud discussed included credit card fraud and groups working together to exploit cash on delivery or promotions. 3. Companies share information on fraud trends and work together in groups to identify fraudsters across multiple platforms. 4. Combating fraud requires continuous learning and improvement of strategies, data science systems, and operations as fraudsters also evolve their tactics.

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Kopi Chat Takeaways Fraud Outlook in E-Commerce With Mr. Agus Herryanto, Ms. Kartika and Ms. Lisa Widodo 24th January 2018
We have a strong belief in protecting our customers. I think our customer is basically, above all. Importance of trust Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com Even though, we have less success rate in terms of transaction, we do not want to jeopardize our customer trust
Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com We have similar concerns against all types of frauds. The only thing is the difference in the way we handle the fraud, depending on the types and scale of it. Types of Fraud
Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com We know that credit card transaction create majority of fraud cases. From the customers part, we do not entertain credit card transaction that is not secure, in a sense that Blibli implements what we call One Time Password (OTP) since day 1. Types of Fraud
Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia The type of fraud evolves. The impact depends on the type and scale of fraud The scale itself can be 1-1. Or it can be massive Types of Fraud
Types of Fraud Even as simple as giving a benefit or feature of cash on delivery. You wouldnt think people can fraud it. But it does! They order 1000 orders and they work together with 3rd party logistics, and they want to pay in installments. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com
Fraud Trends In the product detail mix, instead of transfering the money to Lazada please transfer to me (scammer). You contact this no and upon contacting this no, the person will ask to transfer to him and he will give a discount. But customer transfer money to seller, and thats it. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
Fraud Trends Mostly, fraudster is a syndicate. They not only play in one place or one marketplace. They sometimes play in every marketplace and in every e-commerce. Ms Kartika, Fraud, Trust & Security Manage of Blanja
In this case, it could be a delivery method impact if you dont handle it properly. Innocent customers will think that its Lazada directly or indirectly. If they post on social media, Lazada scam me i buy already, product never come, this becomes a bigger issue. Impact of Fraud Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
Impact of Fraud The common sense is really necessary to really pinpoint. This is not common usage behaviour. If we dont take action immediately, people will think.. Oh yeah we can do this. And it is bad for the industry. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com
Importance of a healthy ecosystem It is important for people to understand when we want to create a scalable industry. We want to create a healthy ecosystem for Indonesia. It is important that people understand the message. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com
How to protect against Fraud? Right now, we have a whatsapp group, we call it, Fraudster-Buster. The group inside are analysts from Tokopedia, Gojek and MatahariMall and so on. We share info related to the frauds that we face in each company. And then we also give alert for each other. Ms Kartika, Fraud, Trust & Security Manage of Blanja
How to protect against Fraud? In terms of structure, in Lazada, we set up a fraud and risk management team. It comprise of 3 things. 1. Strategy Analysts 2. Data Science Team 3. Fraud Operations Team. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
How to protect against Fraud? The Strategy Analysts will determine the strategy to combat fraud collecting input from data science and operations on the ground. For the Data Science team, they will create a program and system to identify fraud pattern and predict. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
How to protect against Fraud? We really need the operations team to attach the fraud when it happens and to identify and constantly improve. Its never a one time setup. We have to constantly learn and improve because the fraudster out there is also constantly learning and improving. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
Everytime you give a customer benefit, the fraudster will try to ride the benefit at the multiplier effect. How to protect against Fraud? Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com What we do is actually we identify these processes...What kind of perimeter or data that we have to see so that we know exactly when this is becoming un-useful.. Like this is not a normal person purchases.
How to protect against Fraud? We do a lot of reminder to customers in a sense that we educate them to constantly change their password. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com Making sure that theyre educated in terms of what happens during an e-commerce transaction.
How to protect against Fraud? Most of our marketplace, they use their own tools. In-house tools, because the business is dynamic we cannot depend on one tool that can attract or detect fraud at the same time. Mostly, we create our own tools and then we adjust depending on the promotion. And also we share with each other on how to prepare for fraud. Ms Kartika, Fraud, Trust & Security Manage of Blanja
How to protect against Fraud? The fraudsters are getting smarter. We have to get smarter as well. If you are a customer, my rule of thumb is simple. If something is too good to be true, it is most likely not true. When in doubt of certain promotion, reach out to customer service. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
Kopi Chat Takeaways @Block71 Jakarta A special thanks to everyone who attended Kopi Chat @BLOCK Jakarta and made the event possible! 24th Jan 2018

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Kopi Chat Fraud Outlook in E-commerce

  • 1. Kopi Chat Takeaways Fraud Outlook in E-Commerce With Mr. Agus Herryanto, Ms. Kartika and Ms. Lisa Widodo 24th January 2018
  • 2. We have a strong belief in protecting our customers. I think our customer is basically, above all. Importance of trust Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com Even though, we have less success rate in terms of transaction, we do not want to jeopardize our customer trust
  • 3. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com We have similar concerns against all types of frauds. The only thing is the difference in the way we handle the fraud, depending on the types and scale of it. Types of Fraud
  • 4. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com We know that credit card transaction create majority of fraud cases. From the customers part, we do not entertain credit card transaction that is not secure, in a sense that Blibli implements what we call One Time Password (OTP) since day 1. Types of Fraud
  • 5. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia The type of fraud evolves. The impact depends on the type and scale of fraud The scale itself can be 1-1. Or it can be massive Types of Fraud
  • 6. Types of Fraud Even as simple as giving a benefit or feature of cash on delivery. You wouldnt think people can fraud it. But it does! They order 1000 orders and they work together with 3rd party logistics, and they want to pay in installments. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com
  • 7. Fraud Trends In the product detail mix, instead of transfering the money to Lazada please transfer to me (scammer). You contact this no and upon contacting this no, the person will ask to transfer to him and he will give a discount. But customer transfer money to seller, and thats it. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
  • 8. Fraud Trends Mostly, fraudster is a syndicate. They not only play in one place or one marketplace. They sometimes play in every marketplace and in every e-commerce. Ms Kartika, Fraud, Trust & Security Manage of Blanja
  • 9. In this case, it could be a delivery method impact if you dont handle it properly. Innocent customers will think that its Lazada directly or indirectly. If they post on social media, Lazada scam me i buy already, product never come, this becomes a bigger issue. Impact of Fraud Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
  • 10. Impact of Fraud The common sense is really necessary to really pinpoint. This is not common usage behaviour. If we dont take action immediately, people will think.. Oh yeah we can do this. And it is bad for the industry. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com
  • 11. Importance of a healthy ecosystem It is important for people to understand when we want to create a scalable industry. We want to create a healthy ecosystem for Indonesia. It is important that people understand the message. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com
  • 12. How to protect against Fraud? Right now, we have a whatsapp group, we call it, Fraudster-Buster. The group inside are analysts from Tokopedia, Gojek and MatahariMall and so on. We share info related to the frauds that we face in each company. And then we also give alert for each other. Ms Kartika, Fraud, Trust & Security Manage of Blanja
  • 13. How to protect against Fraud? In terms of structure, in Lazada, we set up a fraud and risk management team. It comprise of 3 things. 1. Strategy Analysts 2. Data Science Team 3. Fraud Operations Team. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
  • 14. How to protect against Fraud? The Strategy Analysts will determine the strategy to combat fraud collecting input from data science and operations on the ground. For the Data Science team, they will create a program and system to identify fraud pattern and predict. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
  • 15. How to protect against Fraud? We really need the operations team to attach the fraud when it happens and to identify and constantly improve. Its never a one time setup. We have to constantly learn and improve because the fraudster out there is also constantly learning and improving. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
  • 16. Everytime you give a customer benefit, the fraudster will try to ride the benefit at the multiplier effect. How to protect against Fraud? Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com What we do is actually we identify these processes...What kind of perimeter or data that we have to see so that we know exactly when this is becoming un-useful.. Like this is not a normal person purchases.
  • 17. How to protect against Fraud? We do a lot of reminder to customers in a sense that we educate them to constantly change their password. Ms Lisa Widodo, SVP of Operations and Product Management - Blibli.com Making sure that theyre educated in terms of what happens during an e-commerce transaction.
  • 18. How to protect against Fraud? Most of our marketplace, they use their own tools. In-house tools, because the business is dynamic we cannot depend on one tool that can attract or detect fraud at the same time. Mostly, we create our own tools and then we adjust depending on the promotion. And also we share with each other on how to prepare for fraud. Ms Kartika, Fraud, Trust & Security Manage of Blanja
  • 19. How to protect against Fraud? The fraudsters are getting smarter. We have to get smarter as well. If you are a customer, my rule of thumb is simple. If something is too good to be true, it is most likely not true. When in doubt of certain promotion, reach out to customer service. Mr Agus Herryanto, VP Technology & Automation Lazada Indonesia
  • 20. Kopi Chat Takeaways @Block71 Jakarta A special thanks to everyone who attended Kopi Chat @BLOCK Jakarta and made the event possible! 24th Jan 2018