Chargebacks are a common problem — so common, in fact, that you may think there‚Äôs nothing new to say about them. But Denise Aptekar, senior director of global payments at Upwork, has reconceptualized friendly fraud in a way that just might change the way you see chargebacks.

How should fraud and risk teams approach this ubiquitous problem? And how might chargebacks be used as a snapshot of customer experience as a whole? We sit down with Denise to find out.

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Roxanna "Evan" Ramzipoor

Roxanna "Evan" Ramzipoor is a writer on the marketing team at Sift Science. Her fiction is represented by Kristin Nelson of Nelson Literary. To see more of her work, check out her blog: http://just-three-words.tumblr.com/