Issue 1 - 25th June 2009
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Retail Fraud
www.retail-fraud.com
 UK Online Fraud Report 2009 - in association with CyberSource
 


 

Welcome to the Retail Fraud Newsletter, bringing you the very latest intelligence in tackling retail fraud shrinkage. With insightful articles on shrink management technology, HR and legal comment and showcase examples of best practice from around the world.

John Wilson, Editor, Retail Fraud



Breaking News
 

'FOILED'

Police praises Retail Loss Prevention Fashion Forum
after the conviction of 'foil bag' gang ring leader

Police have praised the collaborative approach of the Retail Loss Prevention Fashion Forum after an intense information sharing operation resulted in a sting operation and conviction of the ringleader of a national criminal gang that has preyed on stores across the UK.

Michael Andrew Patrick Duffy was sentenced to 18-months in prison with six months to run consecutively after pleading guilty to theft of thousands of pounds worth of merchandise from fashion stores across the UK as part of the so-called 'Argos Bag' Gang, named because their modus operandi involved a foil-lined Argos shopping bag to interfere with sophisticated EAS systems.

Another female member of the same gang has also pleaded guilty to the same offences at Derby Crown Court and sentencing has been adjourned.

Michael Duffy was caught in a sting operation in Chesterfield, Derbyshire last year after members of the Fashion Forum, collaborated with each other and local police with the aim of thwarting the gang's lucrative crime spree that had stretched right across the UK.

The Forum, comprising the heads of loss prevention for most of the High Street's fashion stores, had agreed to share knowledge and scene of crimes data of raids on their stores to identify members of the gang and compare modus operandi (MO) as each heist resulted in an average of £1500 worth of stolen property.

"The raids had been carried out in towns all over the UK, from Watford in the south to Nottingham and Sheffield in the north and it was costing some of our businesses a lot of money," said Richard Lawrance, chairman of the Retail Loss Prevention Fashion Forum and head of audit and loss at Monsoon.

"We decided to form a special sub group looking at this kind of organised crime and shared data on various known gang activities including their distinct MOs. We were careful to stay within the Data Protection regulations as we were lawfully sharing information in the course of preventing an offence. Working with the police we were able to thwart one of the ring leaders and corner him as he tried to make his escape."

Michael Duffy was found hiding behind a clothes display in another fashion store when police combed the shopping centre.

James Allen of Derbyshire Police, said: "This is a good example of collaboration and support from the retail sector. We want to work more closely with the business community on this kind of exercise as it resulted in the arrest and serious conviction of a serious serial offender who asked for other offences to be taken into consideration (TICs)."

Facilitated by The ORIS Group, the UK's leading loss prevention experts, members of the Fashion Forum include: Adidas, GAP, House of Fraser, Jaeger, Marks and Spencer, Matalan, Monsoon, Next, New Look, Peacocks and Polo Ralph Lauren who meet quarterly to share information and best practice and more regularly with various sub-groups such as the organised crime forum. Other successes to date have included lobbying meetings with the Home Office and eBay which has agreed to a more collaborative approach to working with retailers.



Retail Fraud Awareness Day

A DAY TO REMEMBER

Retail Fraud Awareness Day - June 30, 2009

Retailers are lining up to support Retail Fraud Awareness Day on 30 June and help cut the £22,000 per second losses on the UK's High Street.

Sponsor, The ORIS Group, has written to hundreds of retailers with the simple message - get involved.

This means visiting the official website www.fraudawareness.co.uk to register support and to download the store briefing notes, a generic guide of how stores can help themselves to prevent shoplifters and internal fraudsters from helping themselves.

"This is not about attacking the police and the courts about their mediocre response to business crime, although that is still an issue. It is more about collaborating to make fraud everyone’s business, not just the loss prevention and profit protection teams," said Laurence King, chairman of The ORIS Group, and one of the UK's leading experts on retail crime.

"Retail Fraud is a major contributor to the £4.1 billion worth of annual losses from the UK High Street* - a staggering £22,000 per second. Shoplifters, criminal gangs and disloyal staff are behind these horrendous figures that further compound the existing recessionary pressures on the High Street," says King.

He adds: "The loss prevention and profit protection community are desperately trying to get fraud and shrinkage onto the Board agenda, but they cannot do it alone. It requires a collaborative approach across the industry and within retail organisations - an approach that moves away from denial and towards a cultural acceptance that ‘shrink can and must be shrunk."

The Retail Fraud Awareness Day is a shop window of opportunity for retailers to arrest the haemorrhaging losses as well as the internal fraudsters and shoplifters causing them. Retail Fraud Awareness Day is aimed at becoming an annual staging post to raise the profile of this multi-billion pound issue and how to deal with it for the benefit of the silent majority - the retail businesses themselves, their honest staff and customers and their shareholders.

Although scheduled to be an annual event, organisers want to make every day a fraud awareness day so that all staff - not just the Loss Prevention team and Finance Director - are in step with measuring and managing the problem.

Although many larger stores have sophisticated loss prevention measures in place, a generic strategy and a team briefing document has been developed that takes this message into the heart of any organisation where shrink measurement and management are not yet on the board agenda.

It is because Retail Fraud Awareness Day seeks to show stores of all shapes and sizes how to help themselves in practical terms rather than simply put the issue at the feet of the Criminal Justice System for lenient sentencing for example, that retailers are supporting the initiative. If the authorities recognise that retailers are putting their own houses in order by tightening procedures and processes to cut losses, it is thought that they are more likely to receive a more sympathetic hearing from the police and courts when prosecutions are brought before them.

Brian Lenehan, Company Security Manager, Harvey Nichols, says: "As Head of Security for Harvey Nichols I support any initiative that will assist to both increase awareness and reduce instances of Retail Fraud which unfortunately these days is all to common."

He is joined by his colleague Julie Phillpott, Senior Business Analyst for Retail and Hospitality, who adds: "I fully support any ideas or processes that will assist in the reduction of shrink and fraud across our company, be it through more visibility of the actual issues, improving our current procedures or the introduction of new technology."

 
     


Industry Trends
 

'WE CAN'T GO ON(LINE) WITH SUSPICIOUS MINDS'

Consumer suspicion and fear of fraud keep more people
from shopping online says 2009 Cybersource Fraud Report

Online fraud continues to increase fuelled by negative media stories and consumer suspicion, according to the 2009 Cybersource Fraud Report.

The 5th annual Cybersource survey highlights the fact that fraud losses now consume 1% of revenue for 37% of UK online merchants.

The report was compiled after interviewing 1,000 UK online retailers and suggests that the figures only highlight part of the problem as fraud is increasing despite massive investment in 3DSecure technology. More than 16% of those surveyed had invested in such schemes during the last 12 months and a further 15% had spent money drilling down into existing customers’ histories for signs of fraud.

There has been an increased internationalisation of shipments during the last 12 months with 8% of respondents sending more goods to Europe and 12% to US shoppers.

The fraud has also increased despite the establishment of the Police Central e-Crime Unit and a major trend - ranked above the fear of fraud - has been the threat to businesses through the loss or theft of customer data, high profile cases of which were highlighted in the media during 2008 and early 2009. Fifty four per cent of those asked said that this was a major concern, 2% more than the fear of online fraud itself.

The report argues that losses may have something to do with consumer reluctance to allow merchants to capture and store more of their personal data.

When asked about the right of companies to store their credit card details, 60% said that they would not allow it, even if it did make their lives easier. A similar proportion rejected the idea of device finger-printing, even after the benefits were fully explained to them.

This, the report argues, will be the major stumbling block for online merchants in the future especially as more than half of the UK population still does not shop online. In fact 41% who do not shop online said it was because of concerns over fraud. Overall, a total of 66% of all respondents said they had concerns over security fuelled by negative media stories. In addition, one in three of those asked said they knew someone who had been a victim on online fraud, an issue that is likely to compound their fears, the report argues.

Commenting on the report, Detective Superintendent Charlie McMurdie of the Police Central e-Crime Unit says: "E-Crime is a major problem and one that cannot be tackled by law enforcement alone. To address the problem successfully we will need the continued support of industry through expertise, information and most importantly, a willingness to come forward and share information about the problems they are facing. Working together I hope we can improve the situation for merchants large and small across the UK."

 
     


Product Showcase
 

Record calls AND reduce credit card fraud

Call tagging company Veritape has developed a telephone recording system that is ringing the right bells with PCI DSS compliance and reduces fraud.

The Payment Card Industry (PCI), an alliance of major credit card issuers, has established a single set of Payment Card Industry Data Security Standards (PCI DSS). One of these standards (section 3.2) states that companies taking card payments by telephone cannot store any sensitive authentication data, post transaction - in essence the magnetic stripe and the three digit printed security code on the back of the card. This particular standard applies to call centres that use call recording.

Businesses who choose to overlook PCI DSS risk fines and even the withdrawal of merchant service privileges.

The issue can be addressed in several ways. Merchants could choose simply not to record calls where payment card transactions are made or transfer the customer to an automated payment card processing solution. Alternatively, using a call recording system like Veritape they can continue to record calls whilst blanking out sensitive authentication data.

According to Veritape it is a proven, comprehensive solution to the challenge of PCI DSS. Its call control software lets merchants place 'triggers' within the call handling process. When an agent takes a payment and reaches a pre-defined 'trigger', call recording is automatically paused until the agent reaches a second pre-defined 'trigger', when recording recommences.

 
     


Retail Fraud Events
 

Retail Fraud "On The Road"
7 October 2009
Walkers Stadium, Leicester

 


 

Retail Fraud Conference
20 April 2010
Novotel London West

 
     


Retail Fraud Vacancies
 

To advertise your vacancy please contact:
Paul Bessant on +44 (0) 207 903 5177
paul@retail-knowledge.com

 
     


 

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Paul Bessant
   + 44 (0) 207 903 5177
paul@retail-knowledge.com
 
Editorial
John Wilson
   + 44 (0) 7766 660 790
john@freerangeheads.co.uk
 
 
     


 

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