Post-Purchase Fraud Is Exploding
Customer fraud is evolving fast, and today’s most costly customer fraud often hides inside everyday support interactions. In this episode, Jordan and Alex Shamir sit down with Ahna Tillmanns from Monday Swimwear to unpack real customer fraud stories that reveal how brands are being exploited after the purchase. From “item not received” claims to repeat refund abuse and chargeback manipulation, this conversation delivers practical insight into the customer fraud patterns every ecommerce and CX leader needs to understand. Ahna shares firsthand experiences navigating complex post-purchase fraud schemes, including customers claiming missing items while wearing them on social media, serial refund requests across multiple addresses, and incremental abuse designed to avoid detection. Together, the group explores why modern customer fraud increasingly targets return policies, delivery workflows, and chargeback systems, how operational blind spots create opportunity for abuse, and what brands can do to protect revenue without damaging customer experience. If you work in ecommerce, CX, risk, or operations, this episode offers a behind-the-scenes look at how fraud actually unfolds and what leading teams are doing to stay ahead. In this episode, you will learn:
- How post-purchase fraud differs from traditional payment fraud
- Why “item not received” claims are often calculated and incremental
- How social media exposes and sometimes fuels refund abuse
- Why chargeback abuse disproportionately hurts merchants
- The data silo problem between warehouses, carriers, returns, and payment tools
- Signals CX teams can use to detect suspicious behavior earlier
- How better tooling and shared data help prevent repeat abuse
- Why customer support is becoming the frontline of fraud prevention
Don’t risk letting friendly policies become costly vulnerabilities. Learn how to recognize modern customer fraud patterns and build defenses before they impact your business.
0:00 Cold Open: The Instagram Sleuth
1:17 Meet the Hosts & Guest Introduction
5:26 Ad Break: Willow 5:39 Anna’s Craziest Fraud Stories
7:45 The Costa Rica Swimsuit Scam
10:35 Retail-on-Retail Crime
13:25 The Customer Is Not Always Right
16:14 Digital Shoplifting & Online Anonymity
23:45 The “That’s Not My Door” Scam
28:40 The Need for Better Merchant Tools
33:05 The Serial Instagram Fraudster
37:20 Chargeback Fraud & Bank Battles
41:45 Outro & Key Takeaways
