Where almost all of life has moved online, so have the negative ramifications. Since March 2020, cyber-crimes and scams have significantly increased, with retail particularly exposed to ‘digital shoplifting’. As we find ease and comfort in shopping online, security measures need to be kept on top of if we’re to continue to rely on it. Here’s a quick overview of what brands need to know and what they can do to be protected.
Why is scamming on the rise?
From simple to sophisticated fraud, there’s been a meteoric rise in suspicious online activity. Methods are particularly attractive for those businesses that use loyalty schemes, making it less likely to raise fraud concerns. The most popular methods in 2021 include ‘credential stuffing’, where hackers use bots to mass test user login details that may have previously been leaked. There are also ‘phishing scams’, where consumers are tricked into sharing confidential information. If you get a text claiming to withhold a parcel you have no recollection of buying – don’t open it.
How can you make customers feel comfortable?
One of the main causes for the rise in scamming is the pandemic switch curbside delivery, and changes around buying online to pick up in store. Increases in social distancing have led to shorter verification times that can be picked up on in scams. Now more than ever, there’s a high pressure on businesses’ reviews teams and systems. Some may choose to rely on behavioural analysis, with certain categories more likely to be susceptible (e.g. basic items). Smaller brands may be at an advantage with a smaller scale of products, although smaller scale teams behind them may make it easier for charges to slip through the cracks. In any case, it’s worth being vigilant. Know what goods are being targeted, especially those that are non-perishable and easy to resell. Trends of products continue to change over time, so it’s important not to depend on instances that may have happened before. Identify those customers that are connecting with their digital accounts, adapt and evolve to include designated roles and times to track such trends.
Scamming is horrible, but it’s a part of everyday digital life – especially after lockdown. When this does happen, it’s important to maintain a personal level of contact. Consumers want to feel secure and supported, knowing that they can comfortably return to purchasing and that changes are scrupulously being made. This can easily be achieved with a kind word or two – after all, we’ve each been at the receiving end.
Image source: https://www.mailguard.com.au/blog/what-is-a-phishing-scam-paypal-example/