Episode 21 “Who Owns Digital Loss Prevention at Your QSR?”
As businesses face challenges often the first question asked is, “who can fix this?”. When it comes to digital fraud prevention for Quick Service Restaurants (QSRs), more often than not the answer is “our loss prevention team”. Whoever ends up managing card-not-present fraud prevention at your organization, it is important to keep balance in mind. Detecting and preventing as much fraud as possible while maintaining great customer experience requires coordination with multiple stakeholders, employing key best practices, and launching the right technology.

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Video Transcript

Rich Stuppy: The responsibility for fraud prevention is really interesting in the quick service restaurant space. It tends to ping pong around a little bit as the loss, and the understanding of the risks mount, but typically it will land in the hands of the loss prevention team.
These are teams of people that are highly skilled in all of the things typically physical, preventing loss. Aptly named loss prevention in the physical facility, but quickly they come to understand the risks of loss are maybe an order of magnitude larger in this new digital experience. They find themselves coordinating activity in the customer not present, or the digital customer journey space. They're coordinating with IT. They're coordinating with IT. They're coordinating with marketing. They're coordinating with legal, and other loss prevention players. It becomes much more complex very quickly.

Tricia Phillips: I think the other side that you end up seeing is it landing in the IT, or cyber security team. They often have a good sense of technology. They aren't necessarily the people you want to be the custodians of your customer experience. They have a tendency to try to dial down, or tighten down the experience to prevent as much fraud as possible. It's really about finding that balance between loss prevention, customer experience, and the technology to find that right balance.
Rich Stuppy: That balance can be especially hard to achieve for these sorts of entities, because many times they are locked into a sort of legacy payment, contract, or payment capabilities. It can be almost impossible to find the chargebacks that are coming from the digital channel. Sometimes the losses can be sort of lost in the wash a little bit, because at least initially the vast majority of the transactions, and the payments that they're processing are brick and mortar for which they're not liable. But quickly as the digital attacks ramp, they begin to find the losses. The losses appear on the P&L quickly, but the actual tracing those losses can be quite different.

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