Scaling Fraud Prevention for a Rapidly Growing E-Commerce Platform
Challenges:
The client experienced a surge in fraudulent activities, including fake seller accounts, payment scams, and account takeovers, resulting in loss of customer trust and increased financial risk. Existing moderation systems lacked scalability and real-time detection capabilities, while data silos slowed investigations and weakened coordination across teams.
Industry:
E-Commerce / Fraud Detection / Risk Management
Solutions:
SummitNext deployed an AI-driven fraud prevention framework integrated with three-tier KYC verification, continuous workforce training, and agent wellness programs to enhance detection accuracy and operational resilience.
Results:
Fraud resolution time dropped from 48 hours to under 8 hours, fake seller accounts decreased by 80%, and payment fraud incidents reduced by 60%. The platform achieved a 25% improvement in detection accuracy and significantly strengthened user confidence and marketplace integrity
About the Client
The client is a leading Southeast Asian e-commerce platform with over 5 million monthly active users. As the platform rapidly scaled across multiple markets, it faced an alarming rise in fraudulent seller activities, account takeovers, and payment manipulation.
Manual moderation and siloed detection processes limited visibility and slowed down response times, leaving users vulnerable to scams and threatening the platform’s credibility.
Case Overview
SummitNext Technologies collaborated with the client to design a scalable, data-driven fraud prevention ecosystem capable of adapting to evolving threats. The initiative combined AI-powered fraud detection tools, multi-tier KYC verification, and ongoing staff development to ensure a proactive, transparent, and secure user environment. The project strengthened both technical defenses and human readiness, ensuring fraud management evolved alongside the platform’s rapid growth.
Challenges
Rapid increase in fake seller accounts and fraudulent payment activity.
Slow and manual fraud investigation workflows.
Limited visibility across departments and delayed escalations.
Rising agent fatigue and lack of structured fraud knowledge sharing.
Solution:
SummitNext implemented a three-phase fraud prevention model to protect platform integrity and boost operational responsiveness.
- Scalable Fraud Detection System – Deployed an AI-based fraud engine capable of analyzing over 100,000 transactions daily, flagging anomalies in real time. Integrated a three-tier KYC system featuring document verification, biometrics, and behavioral analytics, reducing fake seller registrations by 60% and strengthening security controls.
- Ongoing Training & Compliance Audits – Introduced continuous e-learning programs and cross-department workshops to maintain fraud awareness and policy alignment. Regular audits and randomized transaction checks reinforced procedural accuracy and improved interdepartmental coordination.
- Enhanced Agent Support & Resilience – Implemented wellness check-ins, stress dashboards, and debriefing sessions to reduce agent burnout. Created escalation tiers linking frontline agents with fraud specialists, improving resolution time and knowledge retention. This human-centered approach maintained high morale and built a sustainable fraud defense culture.
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WHO WE ARE
We at SummitNext Technologies, founded in 2020, are a BPO company with a vision to transform customer support, customer acquisition, data annotation and backend support domains through technology, human expertise, and innovation. We are Head Quartered in Malaysia, with offices in Philippines. India and Uzbekistan. We are sup
ported with Remote teams in more than 28+ countries.
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