Chargebacks, Claims, and Collaboration: A Cross-Functional Playbook for Ecommerce Fraud Teams

Fraud prevention doesn't end when a model scores a transaction - and it doesn't begin when a chargeback lands in an analyst's queue. The most effective ecommerce fraud programs operate in the space between, where data science and operations work as a single unit rather than parallel silos. In this session, a data scientist and an operations manager from the fraud detection organization at Wayfair share the cross-functional playbook they built while tackling three of the toughest challenges in ecommerce fraud: disputes management, business account risk, and phone-channel chargebacks. Each of these problem areas required a fundamentally different partnership model - and each exposed gaps that neither team could have closed alone. Attendees will learn how operational expertise surfaces fraud patterns that models miss, how model outputs can be translated into scalable operational workflows, and how a structured feedback loop between the two disciplines drives measurable improvement in chargeback rates, dispute win rates, and false positive reduction.This is not a talk about a single tool or technique. It's a practical, experience-driven session about building the connective tissue between teams - the rituals, handoffs, escalation paths, and shared metrics - that turn a fraud function from reactive to resilient.

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