Customer XO

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.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empathy, how policies evolve when customers take advantage, and why “the customer is always right” is quickly becoming outdated.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.What you’ll learn:How to spot common customer fraud tactics before they cost you moneyWhere most brands get fraud prevention wrong (and how to fix it)How to balance strict policies with a great customer experienceWhy repeat offenders are easier to catch than you thinkHow top CX teams think about “customer-first” without being taken advantage ofDon’t risk letting fraud quietly eat into your margins. Learn how to protect your business while keeping your customers happy.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

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.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.In this episode you will learn:What really happens behind the scenes during a high-demand sneaker or product dropWhy bots and resellers dominate limited releases and how they exploit eCommerce systemsThe pressure brands face when millions of customers try to buy the same product at onceHow fraud, automation, and reselling impact the customer experienceWhy limited product drops often become a lose-lose situation for brands and buyersHow AI agents and automated shopping could reshape eCommerce in the next decadeWhat brands can do to protect product launches and maintain trust with customersDon’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.0:00 Introduction & Setting the Scene2:47 The War Room: Inside a High Heat Release5:49 Bots, Resellers & The Lose-Lose Situation16:06 The Human Side: Passion, Pressure & Thankless Work23:14 Beyond High Heat: Inline Fraud & Return Abuse24:49 Resale Culture: Then, Now & The Future26:45 Building Brand & Community in Multi-Brand Retail31:36 The Future of E-Commerce & Agentic Shopping35:38 Closing Thoughts & Takeaways

Customer fraud is evolving fast, and today’s most costly customer fraud often hides inside everyday support interactions. In this episode, Jordan and Alex Shamir sit down with Ahna Tillmanns from Monday Swimwear to unpack real customer fraud stories that reveal how brands are being exploited after the purchase. From “item not received” claims to repeat refund abuse and chargeback manipulation, this conversation delivers practical insight into the customer fraud patterns every ecommerce and CX leader needs to understand.Ahna shares firsthand experiences navigating complex post-purchase fraud schemes, including customers claiming missing items while wearing them on social media, serial refund requests across multiple addresses, and incremental abuse designed to avoid detection. Together, the group explores why modern customer fraud increasingly targets return policies, delivery workflows, and chargeback systems, 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 post-purchase fraud differs from traditional payment fraudWhy “item not received” claims are often calculated and incrementalHow social media exposes and sometimes fuels refund abuseWhy chargeback abuse disproportionately hurts merchantsThe data silo problem between warehouses, carriers, returns, and payment toolsSignals CX teams can use to detect suspicious behavior earlierHow better tooling and shared data help prevent repeat abuseWhy customer support is becoming the frontline of fraud preventionDon’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 fraud is evolving fast, and today’s most costly customer fraud often hides inside everyday support interactions. In this episode, Jordan and Alex Shamir sit down with Taylor Johnson, Director of CX at Nathan James, to unpack real customer fraud stories that reveal how brands are being exploited after the purchase. From triangulation fraud to fake Amazon invoices and return policy abuse, this conversation delivers practical insight into the customer fraud patterns every e-commerce and CX leader needs to understand.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 partnersThe hidden risk behind refund-upon-scan return policiesHow fake Amazon invoices and stolen product photos lead to replacement fraudWhy policy abuse is growing faster than traditional payment fraudThe operational and financial ripple effects of post-purchase fraud schemesSignals CX teams can use to detect suspicious behavior earlierHow centralized customer history and tooling help prevent repeat abuseWhy customer support is becoming the frontline of fraud preventionDon’t risk letting friendly policies become costly vulnerabilities. Learn how to recognize modern customer fraud patterns and build defenses before they impact your business.

Ecommerce has made buying easier than ever, but it has also made customer expectations relentless. Teams are expected to protect revenue, prevent fraud, reduce refunds, manage returns, and still deliver a seamless experience that keeps customers coming back.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.