As part of our anti-fraud morning at Latin paradise, a round table was held around a central subject for retailers: document fraud in retail. On this occasion, Elodie Foucher, EMEA Investigation Manager at HP, and Marjorie Rozey, Marketing and Communication Director at Sogec, came to share their experiences, their findings and their plans for 2025. A look back at the exchanges and lessons learned from this meeting.
Didn't you read our article on the anti-fraud morning? It is here Anti-fraud morning: a key event to prevent and counter fraud risks
HP, world leader in electronics and computers, manages a large volume of warranties and after-sales services, sectors where fraud is particularly active.
Faced with increasingly organized fraud networks, the company has structured its approach to better anticipate, detect and counter fraudulent attempts, especially in its interactions with end consumers.
Sogec, for its part, is a key player in promotional marketing, a partner of numerous brands in the management of their reimbursement offers (ODR), discount vouchers or loyalty transactions.
Fraud takes different forms, with patterns around false receipts, forged receipts or identity theft.
Frauds in the retail sector today take various and varied forms.
At Sogec, the most frequent attempts concern forgery of cash receipts.
Fraud can lead to the creation of false visuals integrating logos or presentations that are very similar to the original formats. The image (JPEG, PNG) is therefore becoming a new playground for fraudsters !
At HP, 90% of detected cases are linked to fraudulent warranty claims. Sometimes these are malicious customers who create false scenarios to get a replacement product or a refund.
The customer service plays a central role in identifying these frauds. It is based on Blacklists And increasing levels of analysis depending on the complexity of the case. The volume is such that Elodie Foucher set up a Fraud segmentation And a prioritization of cases according to their potential impact.
Both companies are noticing a professionalization of fraudsters. Where mistakes or clumsy attempts were once found, we now observe structured networks, capable of exploiting digital flaws, of manipulating images with sophisticated tools.
A common point between HP and Sogec: the need for an agile and coordinated organization.
Les Call centers are often the first line of defense against fraud. However, as Elodie Foucher pointed out, these teams are not not always trained to detect weak signals. Efforts are therefore being made to strengthen prevention, develop smarter scripts, but also train operators to identify suspicious behavior or inconsistent items in customer requests.
It is in this context that tools like Finovox find all their usefulness:
“Thanks to Finovox, we are saving considerable time; the tool is now very popular internally. That's why we're considering deploying it to all HP teams. In addition, when I detect fraud, the documentary history provided by Finovox allows me to identify the origin of the document and to alert my counterparts in other companies, if necessary.” - Elodie Foucher, EMEA Investigation Manager at HP
While human teams play an essential role, technology is becoming a real catalyst for performance. On the Sogec side, Marjorie Rozey highlights the importance of creating successive filters in the processing of requests to strengthen controls at each stage of the process.
Particular attention is paid to automatic detection of image fraud transmitted as part of promotional offers. Here, Finovox is a major technological support:
“Given the volumes of documentation to be processed, an analysis by the naked eye is not enough. This is why we are happy to offer our customers a solution such as Finovox, as part of their marketing operations.” - Marjorie Rozey Marketing and Communication Director at Sogec
Internally, both companies are working to break down silos: fraud is no longer the problem of one department, but everyone's business. Awareness-raising, sharing of key indicators and feedback are integrated into processes to strengthen collective intelligence.
Do you need to know more about managing an anti-fraud case? Read on Feedback on the round table with the Brigade for the Suppression of Smart Crime
A central point of tension is the compromise between security and fluidity of the customer journey. It is not a question of curbing the commercial relationship through excessive paranoia but of remain vigilant without curtailing the user experience.
Stakeholders emphasize the importance of not make control mechanisms too visible. Too much guidance on validation criteria can offer a” waybill ” to fraudsters to better evade the rules.
The challenge is therefore to install invisible but efficient devices, based on behavioral analyses, of The AI Or intelligent data crossovers.
Moreover, in a digitized world, the customer expects speed and simplicity. Inserting yourself into this journey while guaranteeing the veracity of the information submitted becomes a subtle art that HP and Sogec are constantly refining.
Both companies share a clear objective for 2025: move from a reactive to a proactive approach. To put it simply, this means anticipating fraud patterns, using data to prevent rather than cure, and relying on technological partners like Finovox to automate analysis.
In particular, HP plans toimprove the safety of deliveries, a sensitive subject with Increase in non-reception fraud.
Sogec, for its part, is banking on automatic detection of fraud on visual files, a real technical and human challenge.
At the same time, exchanges of best practices and cooperation between actors in the sector are encouraged. Fraud has no borders, only a coordinated and shared response will make it possible to contain its progression.
At Finovox, we were delighted to welcome Elodie Foucher, EMEA Investigation Manager at HP and Marjorie Rozey Marketing and Communication Director at Sogec.
Thanks to them for the richness of their testimonies, their transparency and the quality of the exchanges. Their combined look at the challenges of fraud in retail provided valuable insight: fraud is not inevitable. With the right tools, an adapted organization and a vigilant corporate culture, it is possible to reduce the impact.
And to find out more about Finovox, ask our experts for a demo!
