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


What does Fraud do?

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Issue123 Issue173

Issue172Suspension

RestrictionURC limits

Reinstatement

Appeals

RemovedCross Platform


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?


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


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)


Example of High Risk items

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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)


HRS MAC Notes – Crossplatform Suspension


HRS MAC Notes - Suspension


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.


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


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


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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


The Criteria for SRM case

• URC Limits

• Issue 173

• Cross Platform Suspension

• Issue 172

• SRM Suspension

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Selling Limits


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


Identifying Limits – eLVIS

Identifying Limits – Selling limits tab


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:


Identifying Limits – MAC Note

If a member is hitting a URC block you will see issue 339 on their account


Limits – Routing Guidelines


SRM Mac Notes - 173


SUSPENSION CROSS-PLATEFORM (Paypal-ebay):Exemple de Mac Notes

Crossplatform Suspension

Inform member that suspension is not Appealable

SRM Mac Notes


SRM Mac Notes – issue 172


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


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)


Mac Note - recognizing Policy actions


Mac Note Example


Reassign emails to CWInfringement List Practices Prohibited item BTAC/CIT

VeRO

Proactive Fraud Team Overview

Documents

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