by Wyllo
Customer service operators carry the pressure of fraud every day, from polished fake invoices to “item not received” claims that don’t add up. Each episode, Alex Shamir, VP of Data and Risk, and Jordan Shamir, VP of Product, sit down with frontline CX leaders to unpack real fraud stories from the queue, what happened, how it was caught, and what changed after. This channel positions customer support as a core risk function and equips operators to make confident, high-stakes decisions.
Language
🇺🇲
Publishing Since
3/6/2026
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May 15, 2026
<p>Fraud-proof your e-commerce brand before the next scammer strikes. In this episode, hosts Jordan and Alex Shamir sit down with Caraway Home's CX leaders Nancy and Ashley Harris to expose the wildest real-world fraud stories from the frontlines of customer experience, and the sharp tactics that stopped them cold. If you run an e-commerce brand, this conversation is the insider playbook you didn't know you needed.</p><p>From fake receipts traced back to automated bots, to Photoshopped broken glass and elaborate sob stories designed to game return policies, Nancy and Ashley pull back the curtain on how fraudsters are getting smarter. And how smart CX teams are fighting back. Jordan, Alex, and the Caraway team break down why Amazon has reshaped consumer entitlement, why the BBB is basically a glorified Reddit thread, and how a simple phone call exposes 90% of bad actors instantly.</p><p><strong>What you'll learn:</strong></p><ul><li><p>How to spot fake retailer receipts and edited proof-of-purchase images before processing a claim</p></li><li><p>Why overly elaborate customer stories are your biggest red flag — and how to respond without liability</p></li><li><p>The phone-call method that makes fraudsters disappear immediately</p></li><li><p>How to set a firm, non-negotiable response policy that stops repeat offenders in their tracks</p></li><li><p>Why AI is the future of fraud deflection — and how to start routing bad actors away from your human team now</p></li></ul><p>Don't risk your brand's margin and team morale to sophisticated scammers who are evolving faster than your policies. Learn how to build a fraud-resilient CX operation by tuning in now.</p>
May 1, 2026
<p>Customer fraud stories are more common (and more shocking) than you think. In this episode, we break down real customer fraud stories and reveal how brands actually handle them behind the scenes. If you want to understand customer fraud stories, protect your business, and still deliver a great customer experience, this episode gives you a clear playbook.</p><p>Hosts Alex Shamir and Jordan Shamir sit down with Maggie Kwasnica, Manager of CX at Bogg Bag, to unpack the wildest real-world fraud attempts—from fake returns and “empty box” claims to customers threatening the FBI over refunds. But this isn’t just entertainment, Maggie shares how her team balances fraud prevention with empathy, how policies evolve when customers take advantage, and why “the customer is always right” is quickly becoming outdated. If you’re in ecommerce, CX, or operations, this episode gives you a behind-the-scenes look at how modern brands are navigating post-purchase fraud without destroying trust.</p><p>What you’ll learn:</p><ul><li><p>How to spot common customer fraud tactics before they cost you money</p></li><li><p>Where most brands get fraud prevention wrong (and how to fix it)</p></li><li><p>How to balance strict policies with a great customer experience</p></li><li><p>Why repeat offenders are easier to catch than you think</p></li><li><p>How top CX teams think about “customer-first” without being taken advantage of</p></li></ul><p>Don’t risk letting fraud quietly eat into your margins. Learn how to protect your business while keeping your customers happy.</p><p><br>0:00 Intro & Teaser3:55 Meet Maggie & BOG Bag4:12 Fraud Stories: Empty Boxes & Knockoffs8:13 Injury Claims & Ambulance Chasers9:50 Handling Legit vs. Fraudulent Claims17:23 Repeat Offenders & Bad Customers19:45 BBB, Threats & Digital Abuse23:12 AI, Automation & the Future of CX28:43 Personalization & Policy at Scale33:09 Outro & Wrap-Up</p><p><br></p>
April 17, 2026
<p>Sneaker bots and reseller fraud are reshaping how online product drops work. In this episode, Jordan Shamir and Alex Shamir break down the real chaos behind hype releases with guest P.J. Worsfold. If you have ever wondered why limited sneaker drops sell out instantly, why bots dominate high-demand releases, and why brands struggle to stop resellers, this conversation explains what is really happening behind the scenes.</p><p>This episode explores what it actually takes to run a high-demand product drop. P.J. Worsfold shares firsthand stories from major releases, including war-room style launches where millions of shoppers hit a site at once. The discussion also expands beyond sneakers into modern eCommerce risks, fraud tactics, and how AI-powered agents could completely change how people shop online.</p><p>In this episode you will learn:</p><ul><li><p>What really happens behind the scenes during a high-demand sneaker or product drop</p></li><li><p>Why bots and resellers dominate limited releases and how they exploit eCommerce systems</p></li><li><p>The pressure brands face when millions of customers try to buy the same product at once</p></li><li><p>How fraud, automation, and reselling impact the customer experience</p></li><li><p>Why limited product drops often become a lose-lose situation for brands and buyers</p></li><li><p>How AI agents and automated shopping could reshape eCommerce in the next decade</p></li><li><p>What brands can do to protect product launches and maintain trust with customers</p></li></ul><p>Don’t risk letting bots, fraud, and resellers control your product launches. Learn how the best teams think about protecting drops, managing demand, and preparing for the next wave of eCommerce automation.</p><p><br></p><p>0:00 Introduction & Setting the Scene</p><p>2:47 The War Room: Inside a High Heat Release</p><p>5:49 Bots, Resellers & The Lose-Lose Situation</p><p>16:06 The Human Side: Passion, Pressure & Thankless Work</p><p>23:14 Beyond High Heat: Inline Fraud & Return Abuse</p><p>24:49 Resale Culture: Then, Now & The Future</p><p>26:45 Building Brand & Community in Multi-Brand Retail</p><p>31:36 The Future of E-Commerce & Agentic Shopping</p><p>35:38 Closing Thoughts & Takeaways</p>
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Customer service operators carry the pressure of fraud every day, from polished fake invoices to “item not received” claims that don’t add up.
Each episode, Alex Shamir, VP of Data and Risk, and Jordan Shamir, VP of Product, sit down with frontline CX leaders to unpack real fraud stories from the queue, what happened, how it was caught, and what changed after.
This channel positions customer support as a core risk function and equips operators to make confident, high-stakes decisions.
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