Red String Board
Scripted refund claims tied with red string; innocents pulled out; leakage stopped.
The job
Separates organised refund abuse and courier fraud from honest complaints by how claims are written, which the risk engine can't see. It acts on each ring with approval, without punishing real victims, and proves in dollars that the losses stopped.
The moment
Refund claims are pinned to a detective's corkboard, and red string links claims that are written the same way, something the risk engine can't see.
The fraud lead pins a string and the same misspelling, "the drinc was missing", lights up across 41 claims from 12 accounts, all tied to one tower block.
The lead moves three customers with long clean records into a "possibly innocent" tray, and the case strength meter updates.
Two weeks later, missing-item refunds in that district are back at the city's median, and the ticker shows $18,400 prevented.
What it does
- Open a fraud case
- Move a card to the innocent tray / release it
- Hold refunds for a pattern
- Send to the trust and safety queue or open a rider investigation
- Monthly leakage line to the CFO
What you see
Cork detective wall with index cards and red string, a live case-strength meter and a Possibly Innocent tray; strings sag or tighten week to week
What it moves
Dollars of refund losses prevented each month compared with those still leaking, and how often customers placed in the innocent tray are released as false alarms.
Built for
- Risk & fraud
- CX leaders & VoC
- QA, training & knowledge
- Finance
