Ep 5: Michael Vergara

Ep 6: Michael Rasile

Michael Rasile — touring drummer turned fan-experience leader at Front Row and partner at Ceremony of Roses — joins Arthi and Jayan to talk about what really happens inside the war room when a major artist drop goes live. He walks through the Harry Styles drop that "looked like a roulette machine," the trade-off between blocking freight forwarders and protecting Billboard chart eligibility, why the line between a super-fan and a fraudster is razor-thin, and the under-discussed rise in chargeback abuse he believes is being fueled by AI cynicism toward the internet. ---------------------------------------- SHOW NOTES Guest: Michael Rasile [https://www.linkedin.com/in/michael-rasile-704644111/] Founder & Director of Customer Experience, Front Row [https://www.thefrontrow.io/] Partner, Ceremony of Roses [https://www.sonymusic.co.uk/label/ceremony-of-roses/] (Sony Music) Hosts: Arthi Rajan Makhija & Jayan Tharayil, Cofounders, Pinch AI [https://www.pinch.ai/] In this episode we cover: * How a touring musician ended up running merch ops for some of the world's biggest artists * Why he calls his work a "fan experience" company, not a customer experience one * What a typical day in the life of artist merch ops actually looks like (spoiler: a lot of "hurry up and wait") * The Harry Styles drop that he says he'll "never forget as long as I live" * The "freight forwarder belt" (Florida, Delaware, Oregon) and the trade-off between blocking resellers and protecting Billboard chart position * Why the line between a super-fan and a fraudster is razor-thin — and the fiduciary duty Michael feels to get the call right * The chargeback feature he wishes Pinch would build next (and the alpha we're already cooking) * His craziest fraud story: 50,000 $10 t-shirt orders in five minutes, on the weekend of his mom's 60th birthday, during COVID * The behavior shift he's seeing in chargeback abuse and why he thinks AI cynicism is partly to blame * His three-pillar playbook for any ops lead taking over an artist e-commerce drop with no fraud tooling * If you operate, protect, or build for any high-velocity e-commerce business — not just music — this one is worth your 40 minutes. ---------------------------------------- CHAPTERS: 00:00 Intro — meet Michael Rasile * 02:06 From touring drummer to merch ops: the pandemic pivot * 05:31 Both sides of the merch table — building a fan experience company * 08:11 A day in the life of artist merch operations * 10:49 Inside the war room when a drop goes live * 13:30 The Harry Styles drop: "like watching a roulette machine" * 15:09 Freight forwarders vs. Billboard chart eligibility — when to cancel, when to let it ride * 19:10 What "good" looks like with Pinch: protecting the super-fan * 22:41 Closing the loop — the chargeback feature Michael wants next * 25:28 Lightning round * 25:50 Craziest fraud story: the $10 tee Billboard fiasco * 30:11 What keeps him up at night — chargeback abuse and the AI trust gap * 34:09 Advice to a new ops lead with no fraud tooling * 38:36 About Front Row * 40:14 Wrap ---------------------------------------- KEYWORDS artist merch, music merch, e-commerce fraud, freight forwarders, chargeback abuse, fan experience, super-fan, bots at checkout, drop protection

Ep 5: Michael Vergara

SUMMARY We sit down with Mike Vergara - a fraud and risk leader with more than two decades in the space, spanning RSA, PayPal, Blackhawk, and now Trustly. Mike brings a rare product-first lens to risk, and the conversation draws out how he's built multi-tiered risk systems that are not just defensive but powerful business enablers. We get into why the "I Love You" virus era looks quaint compared to today's adversaries, how a Brazilian credit-card-sharing lesson reshaped PayPal's global models, why first-party abuse is fundamentally harder than third-party fraud (including the rise of "affluent abusers" who return their couch before they move apartments), how PayPal built "human-in-the-loop" before the term existed, and what the AI era means for risk leaders and product managers. A candid, insightful episode for anyone building or leading in fraud, risk, product, or fintech. ---------------------------------------- SHOW NOTES Guest: Mike Vergara — VP of Risk Management, Trustly * Hosts: Arthi Rajan Makhija & Jayan Tharayil Key Topics Discussed: * Mike's career journey from RSA through PayPal, Blackhawk, and Trustly * Why risk is a scale, not a binary — and the limits of the InfoSec mindset * Building multi-tiered risk systems on "people and data" * The Brazil credit-card-sharing lesson that reshaped PayPal's global models * Risk as a business enabler — committing numbers to the CFO * Dolphins in the net: CAC as the hidden ROI of nuanced risk * Why first-party abuse is harder than third-party fraud * Affluent abusers, policy abuse, and the "I didn't know" defense * Trust vs. friction — letting customers know you're watching * Gift card fraud and victim-assisted scams at Blackhawk * Pinch's "three strike" problem: stolen card, empty-box return, chargeback * ML vs. LLMs — and why explainability still matters * Building "human-in-the-loop" at PayPal before it had a name * What a great risk PM does that AI can't — and the eBay Live story * Rapid-fire: crisis leadership, consumer trust in the AI era, and the PayPal risk mafia ---------------------------------------- CHAPTERS * 00:00 Mike's Career Journey — From RSA & Public Key Infrastructure to Trustly * 01:54 From InfoSec to Product Thinking — "How Much Is a New York Times Article Worth?" * 05:44 Building Multi-Tiered Risk Systems — People, Data & the Brazil Lesson * 10:00 Risk as a Business Enabler — Committing Revenue Numbers to the CFO * 11:16 The Business Case for Nuance — Dolphins in the Net & the Hidden ROI of CAC * 15:51 First-Party Abuse vs. Third-Party Fraud — Why Intent Is So Hard * 19:24 Affluent Abusers, Policy Abuse & Letting Customers Know You're Watching * 25:45 Lessons from Blackhawk — Gift Card Fraud & Victim-Assisted Scams * 29:32 Pinch's "Three Strike" Problem — Connecting Return & Redemption Systems * 31:37 ML vs. LLMs — Strengths, Weaknesses & Why Explainability Still Matters * 35:30 Building "Human-in-the-Loop" at PayPal Before the Term Existed * 38:35 The Modern Risk PM in the AI Era — and the eBay Live Story * 44:22 The "In a Pinch" Round — Crisis, Consumer Trust & the PayPal Risk Mafia * 50:37 The Most Creative Abuse MO Mike Ever Tipped His Hat To * 52:45 Closing ---------------------------------------- KEYWORDS fraud prevention, risk management, Trustly, Blackhawk, RSA, first-party abuse, third-party fraud, return abuse, policy abuse, multi-tiered risk, human-in-the-loop, gift card fraud, victim-assisted scams, affluent abusers, product management, risk as business enabler

Ep 4: Philipp Barthold

SUMMARY We sit down with Philipp, CTO of Lux Experience — the parent company behind iconic luxury fashion retailers Mytheresa, Net-a-Porter, and Mr. Porter. Philipp shares his journey from building neural networks for payment fraud detection in 2004 to running technology for one of the world's largest luxury e-commerce operations. The conversation dives deep into the unique fraud challenges of high-end retail (including a wild fake FedEx truck heist), the realities of bridging data silos post-acquisition, the promise and limits of blockchain for product authentication, and why agentic commerce may be the biggest underestimated disruptor in e-commerce. A candid, insightful episode for anyone in fraud, risk, retail tech, or leadership. ---------------------------------------- SHOW NOTES Guest: Philipp Barthold — Chief Technology Officer, Lux Experience (MyTheresa, Net-a-Porter, Mr. Porter) Hosts: Arthi Rajan Makhija & Jayan Tharayil Key Topics Discussed: * Philipp's career journey from economics and neural network research (2004) through PayPal, eBay, Magento, and Adobe to his current CTO role at Lux Experience * Leadership philosophy: running organizations as networks rather than dictatorships — distributing knowledge and decision-making power while maintaining robust processes * How fraud and abuse differ in luxury retail vs. mass market — high AOVs, high resale value, and the ability to invest more in per-transaction risk assessment * Counterfeit return fraud as the most damaging abuse vector in luxury, and the reputational risk of restocking counterfeit goods * Wardrobing and influencer return abuse — and the opportunity for dynamic, surgical returns policies * The legendary fake FedEx truck warehouse heist story * The challenge of siloed data across warehouse, ERP, and transaction systems — and a use-case-by-use-case approach to unifying customer data * Philipp's advisory role at BVNK and whether blockchain can realistically help verify product authenticity (spoiler: there are lower-hanging fruits first) * AI adoption at Lux Experience — starting with catalog data enrichment, AI-generated product videos, and enhanced product tagging as a foundation for future agentic commerce * The risks of agentic commerce: rogue agents, prompt injection, policy exploitation at machine scale, and why luxury still values the human discovery experience * Predicting future VIP customers from their very first purchase and how that classification flows through fulfillment, customer care, and fraud review * Philipp's "In a Pinch" moment: staying calm during large-scale IT migrations and remembering that "it's just a website" ---------------------------------------- CHAPTERS * 00:00 Philipp's Career Journey — From Neural Networks to Luxury E-Commerce * 07:17 Fraud & Abuse in Luxury Retail — What Makes It Different * 10:08 Counterfeit Returns — The Most Damaging Fraud in Luxury * 11:49 Wildest Fraud Stories — The Fake FedEx Truck Heist * 13:30 Data Silos — The Real Barrier to Fighting Fraud at Scale * 16:49 Blockchain, BVNK & Product Authentication — Hype vs. Reality * 19:14 AI Adoption at Lux Experience — Starting with Catalog Data * 21:37 Agentic Commerce — Opportunities, Risks & the Unknown * 25:50 Predicting VIP Customers from Their First Purchase * 28:48 The "In a Pinch" Round — Staying Calm in Crisis * 30:30 Looking Ahead * 31:33 Closing ---------------------------------------- KEYWORDS return abuse, luxury retail, e-commerce, agentic commerce, counterfeit returns, AI, data architecture, organized retail crime, wardrobing, warehouse fraud, VIP prediction

Ep 3: Tushar Shah

Summary In this episode of In a Pinch, we sit down with Tushar Shah, Chief Product Officer at Uniphore, for a wide-ranging conversation spanning leadership, AI, fraud, and the future of agentic commerce. Key Topics * Tushar Shah's career journey across banking, payments, healthcare, and AI * The rapid velocity of AI development and democratization * Strategies for building expertise quickly in fast-moving industries * Fostering a culture of risk-taking and innovation at PayPal * The role of humility and listening in effective leadership * The impact of strong women in shaping leadership style * Balancing safety, ethics, and innovation in AI * The future of agentic commerce and AI-driven decision making * Measuring success beyond single metrics in fraud and risk management * The importance of diversity and thought leadership in leadership Chapters * 00:00 Career Transitions and Industry Insights * 01:37 Navigating Change and Building Expertise * 03:49 The PayPal Mafia and Team Dynamics * 06:33 Winning Team Traits and Execution Strategies * 08:53 AI and Human-Led Innovation * 12:49 Future of AI in Business and Compliance * 17:59 Integrating Technology for Enhanced Productivity * 19:29 Understanding Fraud and Abuse in Transactions * 23:03 The Mindset of Decision Makers in Risk Management * 26:14 The Future of Agentic Commerce and AI * 31:36 Leadership Insights and Personal Reflections Keywords AI, leadership, industry disruption, team building, innovation, fintech, healthcare, Silicon Valley, fraud detection, customer experience

Ep 2: Corin Dennison

Summary In this conversation, Corin shares his extensive background in law enforcement and how it shaped his transition into corporate investigations, particularly in the retail sector. He discusses the challenges of navigating retail security, the differences between organized retail crime and opportunism, and the importance of data and technology in loss prevention. Corin emphasizes the need for retailers to record crime effectively and the role of AI in shaping the future of retail security. Takeaways * Corin's journey from law enforcement to corporate investigations highlights the importance of adaptability. * The shift from policing to corporate environments requires a change in communication style. * Understanding consumer behavior is crucial in retail security. * Organized retail crime is often confused with opportunism, which complicates prevention efforts. * Data and technology are essential tools for modern loss prevention strategies. * Retailers must balance sales objectives with loss prevention measures. * Effective crime reporting can empower law enforcement and improve retail security. * The retail landscape is evolving, and so are the methods of theft and fraud. * Education and awareness are key in combating retail crime. Chapters * 00:00 Introduction and Background of Corin * 01:11 Corin's Journey in Law Enforcement * 05:45 Transition to Corporate Investigations * 10:35 Theft in Retail: Burberry vs. Adidas * 14:21 Understanding Organized Retail Crime * 15:44 Shifting Perspectives in Retail Security * 16:50 Navigating Stressful Situations in Retail * 18:46 The Complexity of Online Fraud * 21:54 The Role of AI in Retail Security * 23:26 The Rise of Post-Purchase Fraud * 23:32 Defining Organized Retail Crime * 27:43 Consequences of Retail Theft * 32:54 Challenges in Retail Data Management * 35:34 Future Risks in Retail Security Keywords Corin, law enforcement, retail security, organized crime, fraud prevention, technology, loss prevention, corporate investigations, AI in retail, consumer behavior