Proactive Fraud Team Overview
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Transcript of Proactive Fraud Team Overview
Proactive Fraud Team Overview
eBay Inc. confidential 2007
1. Spotting fraudulent activity on the eBay site proactively
2. Prevent fraud by removing user / listings / ask for proofs
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The objective of fraud Investigation
eBay Inc. confidential 2007
What does Fraud do?
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Issue123 Issue173
Issue172Suspension
RestrictionURC limits
Reinstatement
Appeals
RemovedCross Platform
eBay Inc. confidential 20074
Proactive investigation
Review:
contact information
account history
related accounts
Phoning the seller
Take action on:
Items
•End listings•Ask for proof
Accounts
•Restrict•Limit activity•Suspend•Ask for proof
How does Fraud do it?
eBay Inc. confidential 2007
Accepted Documents
• POI: Proof of identity (proof of identity)
Driving license National identity card passport
• POA: Proof of address (proof of address)
Statement of account in bank Bill (water, gas, telephone electricity ...) Insurance Certificate
• POW (Proof of Ownership): receipts
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High Risk Selling and Seller Risk Management
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Definition, Criteria of HRS
High Risk Selling is proactive workflow.
This work type investigates accounts that have recently registered, but have some high risk activity. It prevents:
•Fraudulent item to be sold on eBay•Suspicious sellers from trading on the site
Once the item or seller meets certain criteria, they hit Fraud filtersand a case is pulled up for manual review by the Fraud team.
The criteria for HRS case:
•Account is less than 30 days TOS (Time On Site)•Account has less than 15 Feedback score•Other criteria (confidential)
eBay Inc. confidential 2007
Example of High Risk items
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eBay Inc. confidential 200710
HRS MAC Notes – issue 123
• User has 72 hrs. for sending documents;• If user doesn’t pass the document verification or doesn’t provide
any document, the account will be suspended (issue 188)
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HRS MAC Notes – Crossplatform Suspension
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HRS MAC Notes - Suspension
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HRS Appeals
Issue 123 open Action TP
Issue 123 appealed within 7 days Verify POI POA POW if OK close issue
Issue 188 appealed within 7-10 days with DOC
Route to Fraud Team
Issue 188 appealed later than 10 days
Answer no appeal - SOL5318
High Risk – bidding refers to the proactive fraud work type that targets users, with little or no feedback, who are showing an extraordinary bidding pattern on the site.
They bid and win multiple identical high value items.
These bidders usually use stolen funds, fake contact information and want to have the items shipped fast.
High Risk Buying
Mass RegistrationThis work type actions accounts that are registered in mass (100 plus accounts at a time). These accounts have the sole intent to commit fraud.
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The appeals of suspensions HR Mass Registration are handled by the SH team. This suspension was placed by the system in case of suspicion of automated creation of fraudulent eBay account or suspicious buying activity. We ask the member to justify the contact information provided upon registration.
ASK FOR POI/POA
High Risk Buying/ Mass Registration
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HRB/ Mass Registration
Action TP
HRB POI POA Suspension Verify document and if ok reinstate
HRB Indefinite Suspension Reply No Appeal
Mass Registration POI POA Verify document and if ok reinstate
eBay Inc. confidential 2007
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The Criteria for SRM case
Seller Risk Management
• A user has more than 10 FB• Has been registered for more than 30 days
Characteristics:Spike on GMVHigh number of sold items with no delivery
Metrics:GMVConversion rate: item solds vs listedFulfilment rate: items posted vs soldComplaint rate: cases open against sellerAverage sell price: cheap items at the beginning then expensive ones
eBay Inc. confidential 2007
The Criteria for SRM case
• URC Limits
• Issue 173
• Cross Platform Suspension
• Issue 172
• SRM Suspension
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Selling Limits
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Selling Limits
Total Item Quantity: The number of items we allow a seller to list and sell within 1 MonthCurrently Open items and Sold Items within the current month are counted together.
Total Item GMS: The value of items we allow a seller to list and sell within 1 MonthCurrently Open GMV and Sold GMV within the current month is counted together
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Identifying Limits – eLVIS
Identifying Limits – Selling limits tab
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Identifying Limits – MAC Note
Maximum number of items per calendar month
Maximum value of items per calendar month
For manually placed limits there is a MAC note left on the account with the following taxonomy:
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Identifying Limits – MAC Note
If a member is hitting a URC block you will see issue 339 on their account
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Limits – Routing Guidelines
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SRM Mac Notes - 173
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SUSPENSION CROSS-PLATEFORM (Paypal-ebay):Exemple de Mac Notes
Crossplatform Suspension
Inform member that suspension is not Appealable
SRM Mac Notes
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SRM Mac Notes – issue 172
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SRM – Appeals and Reassignment Guidelines
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SRM1/ SRM2/ C2C/ B2CACTIONS
APPEAL TP
Issue 172 Fraud Team Reassign
Issue 173 PP resolution Centre SOL3912
Crossplatform suspension PP resolution Centre If appealable: SOL3912If Not appealable: reply No appeal
Suspension Fraud Team Reassign
CSKB TOPIC1153
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Platform eBay PayPal Appeals
Issue 172 No action UK Breakout Suspension Appeals
Issue 173 Low restriction PP Resolution Centre
Seller Risk Management Suspension
No PP acc exists UK Breakout Suspension Appeals
CP Suspension High restriction PP Resolution Centre
SRM Consequence Package
Cross Platform Action (across two platforms: eBay and PayPal)
CW
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Mac Note - recognizing Policy actions
eBay Inc. confidential 2007
Mac Note Example
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Reassign emails to CWInfringement List Practices Prohibited item BTAC/CIT
VeRO