Marketplace Integrity
Fraud & Abuse
Policy & Enforcement Category Name
Investigations
Trust and Safety Team
100
This is the balance between protecting customers and maintaining a healthy pro experience.
What is risk vs. growth?
100
A person attempting to exploit the platform for financial gain.
Who is a bad actor?
100
The documented rules that define acceptable platform behavior.
What are policies?
100
The first step before making an enforcement decision.
What is gathering evidence?
100
Who Is Rebecca Fitzsimmons?
200
A measure used to determine whether customers and pros can successfully transact on the platform.
What is marketplace health?
200
Creating multiple accounts to evade enforcement actions.
What is account circumvention?
200
The action taken when a user violates platform rules.
What is enforcement?
200
A collection of facts, signals, and context related to a case.
What is an investigation file?
200
The Slack channel we are all in.
What is #global_trust_and_safety_ops?
300
The process of preventing harmful activity before it impacts customers.
What is proactive prevention?
300
A signal that may indicate suspicious behavior, but is not proof on its own.
What is a fraud indicator?
300
A user request to reconsider a moderation decision.
What is an appeal?
300
Looking at patterns across multiple accounts, devices, or transactions.
What is link analysis?
300
The unofficial T&S motto.
What is “T&S has the ‘give a darn’ factor!”
400
A coordinated effort across Product, Engineering, Operations, and T&S to reduce platform risk.
What is a cross-functional initiative?
400
This type of model predicts the likelihood that activity is fraudulent.
What is a risk model?
400
Applying the same policy outcome to similar situations.
What is consistency?
400
Information that supports or refutes a suspected abuse pattern.
What is evidence?
400
The place we held our 2023 H2 T&S offsite.
What is Homestead Resort, Midway Utah?
500
The ideal outcome where safety controls reduce abuse while minimizing friction for legitimate users.
What is optimized trust and safety?
500
The tradeoff between catching more abuse and incorrectly impacting legitimate users.
What are false positives versus false negatives?
500
The principle that enforcement actions should be appropriate to the severity of the violation.
What is proportionality?
500
The practice of documenting findings so that others can understand and review decisions.
What is case documentation?
500
TB’s unofficial motto
What is “Hold My Rootbeer!”?