ClickCease

The New Reality of Marketplace Trust

When Bots Look Human — Blog Infographic · MRMC San Francisco 2026
MRMC San Francisco · May 2026 · Blog Recap

When Bots Look Human:
A Master Class in
Marketplace Trust

Key insights from the panel on rebuilding trust across the transaction journey

SC
Steve Craig
Head of Servicing Strategy · Prove
14
Key learnings from the session
12–24
Months reverification has been maturing globally
6
Steps behind the bots — always
⚠
The evolving threat landscape
Big picture
The perimeter has collapsed. Fraudsters have moved well beyond the login screen — the entire transaction lifecycle is now the attack surface. Promotions, customer support channels, and refund flows are all live battlegrounds.
Anywhere there is an entrance point to the company — they're coming in strong.
On identity & telephone bots
Key insight
AI-generated false refund images are driving a major uptick in fraudulent claims — both individually and through coordinated attacks.
⚑
Identity verification & continuous trust
Core shift
Point-in-time onboarding checks are no longer enough. Fraud continues long after initial verification passes — continuous identity checks across the full journey are now essential.
What's working
Reverification at meaningful moments — re-checking identity mid-lifecycle — has matured dramatically and is now being deployed globally at scale.
The platforms winning the fraud fight aren't the ones with the highest friction at onboarding. They're the ones building continuous, intelligent checks across the entire user journey.
Steve Craig · Prove
Tactical approach
Segment fraud signals, build dynamic models from captured data, and treat every incident as a model-building trigger. Turn each fire into the signal that prevents the next one.
↑
Making the business case
Platform integrity is our mantra. If an incident goes well, that's how you secure the budget request next time.
On measuring trust ROI
Measuring success
Measure the silence after an incident — if the platform stays quiet after a fix, that quiet is itself a metric. Absence of noise is evidence of value.
Finance framing
Frame fraud ROI as PnL, not insurance. Measure how much you saved, not just how much you spent. Every post-mortem without action items is a missed opportunity.
If you walk out of those conversations without action items, it is not a win.
On post-incident reviews
◆
Regulation & global operations
Design principle
Build compliance in from day one. When GDPR, DSA, and emerging frameworks are treated as table stakes — not obstacles — your systems are both compliant and resilient.
On deepfakes
Work closely with law enforcement and financial regulators. Marketplaces must not enable bad actors — and those institutional relationships need to exist before a crisis hits.
These regulations become table stakes. Build them in from the early days — security and fraud by design. You cannot be reactive.
On GDPR, DSA & global compliance
The industry is converging on one philosophy:
continuous, intelligent trust across the full user journey.
MRMC San Francisco · May 2026 · Moderated by Steve Craig, Prove
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