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Proactive Fraud Team Overview

Proactive Fraud Team Overview. Spotting fraudulent activity on the eBay site proactively Prevent fraud by removing user / listings / ask for proofs. The objective of fraud Investigation. What does Fraud do?. Suspension. Issue172. Reinstatement. Issue123. Issue173. Cross Platform.

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Proactive Fraud Team Overview

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  1. Proactive Fraud Team Overview

  2. Spotting fraudulent activity on the eBay site proactively • Prevent fraud by removing user / listings / ask for proofs Theobjective of fraud Investigation

  3. What does Fraud do? Suspension Issue172 Reinstatement Issue123 Issue173 Cross Platform Removed Restriction URC limits Appeals

  4. Proactive investigation How does Fraud do it? • Take action on: • Items • End listings • Ask for proof • Accounts • Restrict • Limit activity • Suspend • Ask for proof • Review: • contact information • account history • related accounts • Phoning the seller

  5. 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

  6. High Risk Selling and Seller Risk Management

  7. 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 filters • and 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)

  8. Example of High Risk items

  9. 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)

  10. HRS MAC Notes – Crossplatform Suspension

  11. HRS MAC Notes - Suspension

  12. HRS Appeals

  13. 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 Registration This work type actions accounts that are registered in mass (100 plus accounts at a time). These accounts have the sole intent to commit fraud.

  14. High Risk Buying/ Mass Registration 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

  15. HRB/ Mass Registration

  16. The Criteria for SRM case

  17. The Criteria for SRM case • URC Limits • Issue 173 • Cross Platform Suspension • Issue 172 • SRM Suspension

  18. Selling Limits

  19. Selling Limits Total Item Quantity: The number of items we allow a seller to list and sell within 1 Month Currently 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 Month Currently Open GMV and Sold GMV within the current month is counted together

  20. Identifying Limits – eLVIS Identifying Limits – Selling limits tab

  21. Identifying Limits – MAC Note For manually placed limits there is a MAC note left on the account with the following taxonomy: Maximum number of items per calendar month Maximum value of items per calendar month

  22. Identifying Limits – MAC Note If a member is hitting a URC block you will see issue 339 on their account

  23. Limits – Routing Guidelines

  24. SRM Mac Notes - 173

  25. SUSPENSION CROSS-PLATEFORM (Paypal-ebay):Exemple de Mac Notes SRM Mac Notes Crossplatform Suspension Inform member that suspension is not Appealable

  26. SRM Mac Notes – issue 172

  27. SRM – Appeals and Reassignment Guidelines CSKB TOPIC1153

  28. SRM Consequence Package Cross Platform Action (across two platforms: eBay and PayPal)

  29. CW

  30. Mac Note - recognizing Policy actions

  31. Mac Note Example

  32. Reassign emails to CW BTAC/CIT Prohibited item List Practices Infringement VeRO

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