Every once in a while, fraud prevention shows up in the headlines in ways companies really wish it would not.
In this episode’s What the Fraud segment, I talk about two online companies that recently found themselves in the news because of fraud-related issues. But the real story was not just the fraud itself.
It was the communication.
Customers became frustrated. Support channels were overwhelmed. And eventually some of those customers went directly to major media outlets because they felt they were not getting answers.
Yeah.
That usually does not end well.
So I walk through what happened, what likely led to those situations escalating, and what other online companies can learn from it. Because fraud prevention is not just about blocking bad transactions. It is also about maintaining customer trust and safety when things go wrong.
And that matters.
In the second half of the episode, I talk about something a lot of fraud teams were already starting to think about in late 2020\. The upcoming holiday season.
I recently hosted a discussion with several large online retailers about the challenges they were expecting and how their teams were preparing for the surge in transactions, new customers, and fraud attempts that come with the holidays.
Right.
Holiday fraud planning always requires extra preparation. But in 2020, the combination of ecommerce growth and shifting consumer behavior meant many teams were expecting an especially intense season.
So I share some of the insights from that discussion along with my own recommendations for proactive fraud prevention during peak retail periods.
Here is what that trust and safety strategy means in practice:
- Fraud prevention should include clear communication with customers during incidents
- Online companies need preparation plans for holiday fraud spikes
- Fraud-related PR risks increase when customer issues go unresolved
- Proactive fraud prevention helps reduce operational chaos during peak periods
What you’ll hear in this episode:
- What recent fraud headlines reveal about fraud-related PR risks
- Why customer communication during fraud incidents matters as much as prevention
- How proactive fraud prevention supports long-term customer trust and safety
- What retailers are doing to improve holiday fraud readiness
- How trust and safety playbooks help teams respond during high-risk periods
You should listen to this episode if you:
- Work in ecommerce fraud prevention or trust and safety teams
- Want stronger holiday fraud planning before peak retail seasons
- Care about customer frustration prevention during fraud incidents
- Need better fraud communication strategy for your organization
- Are building a fraud prevention strategy for online retailer fraud prep
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Episode notes & key takeaways
Why fraud incidents can quickly turn into public relations problems
Let’s break this down.
When fraud incidents affect customers, the technical problem is only one part of the situation. The communication that follows can have just as much impact on how the situation unfolds.
In the cases I discuss in this episode, customers felt like they were not getting clear answers or timely responses. When that happens, frustration grows quickly. And eventually some people start looking for other ways to get attention.
That is how stories end up in the media.
Right.
Fraud-related PR risks often start when customers believe a company is ignoring the issue or failing to communicate clearly about what is happening.
- Fraud crisis management requires clear communication during incidents
- Customer communication during fraud events helps reduce public escalation
- Online fraud cautionary tales often begin with unresolved support issues
- Customer trust and safety depend on transparency and responsiveness
Why proactive fraud prevention matters before the holidays
Here’s something every fraud team knows.
The holiday season changes everything.
Transaction volume increases. New customers appear. Fraudsters take advantage of the higher activity levels and the pressure retailers feel to approve orders quickly.
That combination creates a perfect environment for fraud attempts.
Which is why holiday fraud readiness cannot start in November. Teams need to prepare weeks or months ahead by reviewing controls, monitoring signals, and making sure response processes are ready.
That preparation becomes part of a larger trust and safety strategy.
- Holiday fraud planning should begin well before peak shopping periods
- Ecommerce fraud lessons often come from previous holiday seasons
- Holiday risk mitigation requires coordination across operations and fraud teams
- Online retailer fraud prep helps reduce stress during peak transaction periods
Why trust and safety strategies strengthen customer relationships
Let’s take a step back.
Fraud prevention is not only about stopping criminals. It is also about protecting the relationship between companies and their customers.
When customers feel safe shopping on a platform, they are more likely to return. When they trust that a company will respond quickly if something goes wrong, confidence grows.
That is why many organizations are shifting toward broader trust and safety strategies.
These strategies focus on prevention, communication, and transparency. Not just fraud detection.
- Trust and safety strategy connects fraud prevention with customer experience
- Proactive fraud prevention helps protect brand reputation
- Fraud prevention strategy should include communication planning
- Trust and safety playbooks help companies respond consistently during incidents
Why preparation is the best defense during high-risk seasons
One of the themes that came out of the retailer discussion I hosted was simple.
Preparation reduces chaos.
When fraud teams enter the holiday season with clear monitoring plans, escalation processes, and internal communication channels, they are much better equipped to handle the inevitable surge in activity.
And that preparation does not just help the fraud team.
It helps customer service respond faster. It helps marketing understand risk signals. It helps operations maintain stability during peak periods.
Which is exactly what a strong trust and safety strategy is supposed to do.
