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The boundaries between fraudster and customer are becoming increasingly difficult to define. Alongside external threats, merchants are confronting growing losses from customers exploiting legitimate payment, refund and dispute processes – from chargeback and refund abuse to false claims, promotion misuse and other forms of first-party fraud.
For merchants, the challenge is identifying deliberate abuse without creating unnecessary friction for genuine customers. This closed-door roundtable will bring together senior merchant leaders to compare how these behaviours are evolving across sectors, benchmark approaches to managing first-party fraud and explore where greater collaboration across the payments ecosystem could strengthen prevention.
Join us to hear about:
- How is first-party fraud and customer abuse evolving across different merchant sectors?
- What emerging patterns are merchants seeing across chargebacks, refunds, returns, promotions and customer disputes?
- How can merchants distinguish genuine customer behaviour and legitimate disputes from deliberate or repeated abuse?
- How can businesses strengthen fraud controls without creating unnecessary friction or negatively impacting customer experience, retention and conversion?
- How can merchants better connect payments, fraud and customer data to build a clearer picture of risk and identify first-party fraud earlier?
Time: 10am
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