CNP Expo: Tickets Please!

May 21, 2014

CNP Expo: Tickets Please! Ryan Wilk, manager of trust and safety at StubHub, led a Wednesday morning panel at the CNP Expo on ticketing fraud, which featured speakers from companies at different stages of the fraud life cycle. Having dealt with online ticketing fraud for many years, Wilk says StubHub has accumulated enough data that they able to tweak their fraud-prevention rules by the hour, applying certain one at certain times to prevent false positives in low-fraud hours.

Universal Orlando’s Assistant Manager of E-Commerce Loss Prevention Brian Arnone said the company is just getting its fraud problem under control and starting to get more sophisticated in the technologies it employs. Among other methods, they are using proxy piercing, verifying IP addresses, and tracking behavioral patterns of buyers on their site. For instance, they find that most legitimate customers will do a bit of research about the different parks and shows before purchasing tickets, whereas fraudsters will go straight to check-out.

Kelly O’Brien said her company, TicketNetwork, is a bit younger in the fraud detection life cycle. They serve as a pass-through, the first line of defense for merchants. They have observed that certain seasonal events, like hockey, or one-time events, like pop concerts, tend to attract more fraudsters than other ticketing events such as the ballet. They have found that their unique business models requires them to build their own fraud prevention model that takes the variety of events and seasons into account. O’Brien stressed the importance of regularly revisiting the model: “It can’t just be set it and forget it, you have to adjust your model constantly.”

Tom Donlea of WhitePages PRO agreed with O’Brien, and remarked that in addition to minor rule adjustments, companies will want to step back and look at their overall model periodically as well. “As time goes on and more pieces are added, you need to make sure that your prevention systems are interlocking, not overlapping.” Donlea concluded the session by emphasizing the importance of developing relationships with peers at other companies in order to discuss fraud prevention approaches, resources and tools.