Taylor shares firsthand experiences navigating complex fraud schemes that stretched across marketplaces, payment methods, and customer support workflows. Together, the group explores why modern customer fraud increasingly targets policies designed to delight customers, 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 triangulation fraud works and why brands can become unintended fulfillment partners

• The hidden risk behind refund-upon-scan return policies

• How fake Amazon invoices and stolen product photos lead to replacement fraud

• Why policy abuse is growing faster than traditional payment fraud

• The operational and financial ripple effects of post-purchase fraud schemes

• Signals CX teams can use to detect suspicious behavior earlier

• How centralized customer history and tooling 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.

Customer XO confronts that pressure head-on.

Hosted by Jordan Shamir and Alex Shamir, each episode explores how customer experience and fraud strategy shape the financial health of modern ecommerce brands. Drawing from real operator experience, Jordan and Alex break down the shifts that protect margins, reduce unnecessary loss, and turn customer trust into long-term revenue.

This show is built for ecommerce operators, CX leaders, and digital executives who carry revenue responsibility and know that experience is directly tied to growth. Customer XO delivers the conversations, lessons, and hard-earned insights that help teams protect profit while building loyalty that lasts.