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Curtis Baillie, CSC
Security Consulting Strategies, LLC
www.securityconsultingstrategies.com




                Security Consulting Strategies, LLC   1
University of Florida 2010 NRSS study –
                   • 140 Retail Respondents - $41 M – 0.09%
                   • Nationwide - $31 B




                   Courtesy University of Florida,
                   National Retail Security Survey, Dr. Richard Hollinger



Security Consulting Strategies, LLC                                         2
•    “Wardrobing” or “renting” clothing & tools – on
    the rise.

•   According to a recent NRF survey 61.4 percent
    of retailers surveyed reported that they had
    experienced some form of wardrobing in 2011.

•   Printing barcodes and purchasing at a lower
    price/return at higher price.

               Security Consulting Strategies, LLC     3
    Purchasing an item in order to receive a receipt.
          Refunder then selects an identical item to
          return, using the receipt as proof of purchase.

         Picking receipts from a trash receptacle outside
          the store and then selecting the merchandise
          inside the store and obtaining a refund.



Security Consulting Strategies, LLC                           4
•    Picking up the merchandise from the display
    and directly returning it for cash or gift card.
    “I received it as a gift and I don’t have the
    receipt.”
•    Returning boxed/sealed merchandise for a
    refund without the original merchandise in
    the box.


               Security Consulting Strategies, LLC     5
    Receipt refunders who print their own
          fraudulent receipts using authentic rolls of
          the retailer’s receipt paper.

         There are over 20 fake receipt making
          websites and devices on the internet.


Security Consulting Strategies, LLC                      6
•    Returning damaged or salvaged
    merchandise sold by retailers and wholesale
    merchants to outlet stores.
•   The retailer’s identifying marks are supposed
    to be removed, but often are not, thus
    allowing a refunder to return merchandise to
    the retailer.


              Security Consulting Strategies, LLC   7
The best deterrent is…
Customer Service




 Security Consulting Strategies, LLC   8
•   If the customer doesn’t want a receipt –
    destroy it.
•   Empty trash containers frequently.
•   Customer’s history of refunds.
•   Check refunds against employee database.
   Customer Service



             Security Consulting Strategies, LLC   9
•    Ringing employee was not working at the
    time of the sale.
•   Unsubstantiated refunds.
•    Multiple management overrides.
•   Customers with multiple refunds with
    different addresses.
•   Sending customer refund “courtesy surveys.”

             Security Consulting Strategies, LLC   10
•    Employees performing fraudulent refunds
    and placing them on gift cards for friends or
    family members
•    “It’s easier than taking cash out of the
    register.”
•    Most retailers sell gift cards.



              Security Consulting Strategies, LLC   11
•   Thief will swipe cards, record the numbers
    and place them back on the display.
•   Calls 800 numbers to determine the balance
    on the cards and quickly redeems and
    balance.



             Security Consulting Strategies, LLC   12
Employee instances have increased in the retail Industry.
Here’s an example of how it’s done:




                 Security Consulting Strategies, LLC        13
Source: Alberta Community Crime Prevention Association

  Security Consulting Strategies, LLC                    14
Security Consulting Strategies, LLC   15
Security Consulting Strategies, LLC   16
Security Consulting Strategies, LLC   17
Security Consulting Strategies, LLC   18
Security Consulting Strategies, LLC   19
Security Consulting Strategies, LLC   20
How small?




                                         $1800. US Dollars
                                      Holds up to 32,000 cards


Security Consulting Strategies, LLC                              21
Security Consulting Strategies, LLC   22
 Save Mart
  Supermarkets issues
  identity theft warning
  – 20 stores affected
  throughout California.
 “Occurred at self-
  checkout lanes.”
   Courtesy - SecurityInfoWatch.com




                        Security Consulting Strategies, LLC   23
   Olympia McDonald's 17 year old
    employee accused of skimming
    customers' cards.
   “the boy obtained credit card
    information and PIN numbers
    from customers with a skimming
    device on a card swiping machine
    at an Olympia restaurant.”
   “bought electronics and toys
    with the stolen information. He
    told them he resold the items
    on Craigslist.”
   Courtesy – King5.com




                       Security Consulting Strategies, LLC   24

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Refund Fraud/Credit Card Skimming

  • 1. Curtis Baillie, CSC Security Consulting Strategies, LLC www.securityconsultingstrategies.com Security Consulting Strategies, LLC 1
  • 2. University of Florida 2010 NRSS study – • 140 Retail Respondents - $41 M – 0.09% • Nationwide - $31 B Courtesy University of Florida, National Retail Security Survey, Dr. Richard Hollinger Security Consulting Strategies, LLC 2
  • 3. “Wardrobing” or “renting” clothing & tools – on the rise. • According to a recent NRF survey 61.4 percent of retailers surveyed reported that they had experienced some form of wardrobing in 2011. • Printing barcodes and purchasing at a lower price/return at higher price. Security Consulting Strategies, LLC 3
  • 4. Purchasing an item in order to receive a receipt. Refunder then selects an identical item to return, using the receipt as proof of purchase.  Picking receipts from a trash receptacle outside the store and then selecting the merchandise inside the store and obtaining a refund. Security Consulting Strategies, LLC 4
  • 5. Picking up the merchandise from the display and directly returning it for cash or gift card. “I received it as a gift and I don’t have the receipt.” • Returning boxed/sealed merchandise for a refund without the original merchandise in the box. Security Consulting Strategies, LLC 5
  • 6. Receipt refunders who print their own fraudulent receipts using authentic rolls of the retailer’s receipt paper.  There are over 20 fake receipt making websites and devices on the internet. Security Consulting Strategies, LLC 6
  • 7. Returning damaged or salvaged merchandise sold by retailers and wholesale merchants to outlet stores. • The retailer’s identifying marks are supposed to be removed, but often are not, thus allowing a refunder to return merchandise to the retailer. Security Consulting Strategies, LLC 7
  • 8. The best deterrent is… Customer Service Security Consulting Strategies, LLC 8
  • 9. If the customer doesn’t want a receipt – destroy it. • Empty trash containers frequently. • Customer’s history of refunds. • Check refunds against employee database.  Customer Service Security Consulting Strategies, LLC 9
  • 10. Ringing employee was not working at the time of the sale. • Unsubstantiated refunds. • Multiple management overrides. • Customers with multiple refunds with different addresses. • Sending customer refund “courtesy surveys.” Security Consulting Strategies, LLC 10
  • 11. Employees performing fraudulent refunds and placing them on gift cards for friends or family members • “It’s easier than taking cash out of the register.” • Most retailers sell gift cards. Security Consulting Strategies, LLC 11
  • 12. Thief will swipe cards, record the numbers and place them back on the display. • Calls 800 numbers to determine the balance on the cards and quickly redeems and balance. Security Consulting Strategies, LLC 12
  • 13. Employee instances have increased in the retail Industry. Here’s an example of how it’s done: Security Consulting Strategies, LLC 13
  • 14. Source: Alberta Community Crime Prevention Association Security Consulting Strategies, LLC 14
  • 21. How small? $1800. US Dollars Holds up to 32,000 cards Security Consulting Strategies, LLC 21
  • 23.  Save Mart Supermarkets issues identity theft warning – 20 stores affected throughout California.  “Occurred at self- checkout lanes.”  Courtesy - SecurityInfoWatch.com Security Consulting Strategies, LLC 23
  • 24. Olympia McDonald's 17 year old employee accused of skimming customers' cards.  “the boy obtained credit card information and PIN numbers from customers with a skimming device on a card swiping machine at an Olympia restaurant.”  “bought electronics and toys with the stolen information. He told them he resold the items on Craigslist.”  Courtesy – King5.com Security Consulting Strategies, LLC 24