How does Kombatix work?

Kombatix does 2 things:

1. Triangulates contact data to match the person disputing with the person or household that made the transaction
2. Evaluates a verified digital identity using the triangulated contact data to provide a risk and online identity profile to help you determine if there is actual fraud behavior associated with this profile, or if there are no fraud indicators – which would denote that the person disputing the validity of the transaction is likely trying to commit friendly fraud.

Here are the recommended steps to get to a complete Kombatix report when someone calls in and claims they never authorized a transaction or their card was stolen:

1. Express concern – state you take fraud very seriously
2. Ask for last 4 of card number, billing address tied to credit card, and email address. If you have the phone number in caller ID, grab that – if not ask for phone number as well.
   • If caller asks why you need that info, state that you need to locate the transaction in order to process any fraud request, and the email address is to send a record of any resolution
3. Locate transaction in your platform/CRM
4. Note the email address used to make the transaction, as well as any billing information collected
5. Enter Billing information collected from customer into Defense Form, as well as phone number and email address provided
6. If email address and phone number used in the online transaction are different, enter those into the Phone 2/Email 2 fields
7. Kombatix will return Match/No Match responses on all input info if we have a profile for that person in our network
8. If we have a matching profile, you will have the Defense statistics returned as well

Tips for interpreting results:

• If email address provided by the potential fraudster matches the email address used for the online transaction – already an indicator of friendly fraud as a real fraudster would either not have the person’s actual email address, or would not want the consumer being notified of a purchase via email
• If the email address on the transaction does not match what was provided by the disputing party, but shows as a match to the billing address, name, or phone number – that is an indication that the person has 2 email addresses tied to their profile and one or both match their digital identity
• If the stats in the Defense grid are all positive – i.e. high Identity Trustworthiness, low Identity Fraud Score, Fraud Grade C or higher – that would denote that there haven’t been any actual fraud claims or fraudulent transaction flagged for this identity. If the data reads the opposite, there may be some actual fraudulent activity committed by this profile.

It is important to remember that the data and scoring provided is based on information collected about a verified identity. It is ultimately a business decision on how to handle that data.

We have found that when dealing with friendly fraudsters, sometimes all that is needed is a “No, I will not refund you, we have proof you made this transaction and we will send this proof to your bank” for the fraudster to stop in their tracks and back off. Most people committing friendly fraud don’t want friction, and they don’t want to risk their accounts getting closed by the bank or getting a new credit card number.