Your Data Silos Are the Real Fraud Engine
Return fraud has evolved and most of it is hiding in places your tools aren’t looking. Today’s most damaging fraud isn’t stolen credit cards — it’s customers switching return labels, gaming leaked promo codes, and exploiting the data silos between your warehouse, your support team, and your e-com platform. In this episode, we break down what frontline CX teams are actually seeing and how to fight back without burning out the people on the front lines.
Jordan Shamir sits down with Jordan Gesky, e-commerce CX leader at SYRN with nearly a decade in the space, to unpack return label switching scams, leaked coupon code abuse, fake damage claims, and the operating philosophy that keeps her team sane. You’ll learn how to spot fraud earlier, build smarter policies, and protect both your margins and the team holding it all together.
In this episode you’ll learn:
- How return label switching scams actually work
- Why data silos are the real engine behind most fraud
- What to do when an influencer leaks a promo code that wasn’t theirs
- The difference between fraud and abuse (and why it matters)
- How to keep your CX team motivated when the customer ISN’T always right
