Payment Fraud Investigation
Uncovering a coordinated fraud network targeting e-commerce customers
The Challenge
During routine call quality audits and customer voice-of-customer (VOC) monitoring, our team identified a troubling pattern. Multiple customers were reporting similar experiences:
"Shortly after placing orders on the e-commerce platform, customers received phone calls from individuals impersonating company representatives. These fraudsters claimed COD was unavailable at the delivery location and demanded immediate UPI payments. In many cases, orders were then cancelled, incorrectly delivered, or customers were left defrauded."
This wasn't just a financial loss issue—it posed a significant threat to data privacy, customer trust, and the brand's reputation. The pattern suggested a coordinated operation with access to sensitive customer information.
Our Investigation Process
Data Collection
Systematically reviewed call recordings, customer complaints, and order data to identify common patterns across incidents.
Pattern Analysis
Validated 28 cases based on seller location, logistics hub, product category, and price range to establish fraud signatures.
Root Cause Discovery
Traced fraud origin to specific logistics hub location, revealing potential data leakage points in the supply chain.
Solution Development
Created customer protection SOPs, awareness guidelines, and security recommendations to prevent future incidents.
Key Findings
₹40,000+
Total estimated money at risk across just 28 validated cases. Actual scale likely much higher.
28 Unique Numbers
Different scam phone numbers used, but all following identical fraud script—indicating organized network.
Fraud Pattern Distribution
Impact Delivered
Data Breach Identification
Pinpointed the exact logistics hub and process where customer data was being leaked to fraudsters.
Network Mapping
Documented complete fraud operation with 28 unique scam numbers following identical modus operandi.
Customer Protection SOPs
Created comprehensive guidelines for customer awareness and fraud prevention protocols.
Crisis Prevention
Prevented escalation into major brand reputation crisis by identifying issue before widespread social media exposure.
Our Recommendations
- Immediate investigation into hub-level processes and personnel with access to customer data
- Enhanced data security audit to trace information flow and identify all potential breach points
- Updated agent SOPs to validate payment screenshots and identify fraud patterns during customer calls
- Customer education campaigns about authorized communication channels and payment methods
- Continuous monitoring system to detect similar fraud patterns early and prevent future incidents
Protect Your Business from Fraud
Our comprehensive audit and investigation services help you identify vulnerabilities before they become crises.
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