eCommerce Fraud Agent

About the position

The Loss Prevention & Safety department at PetSmart includes leaders and certified practitioners focused on workplace health & safety, food safety and pet health & safety compliance; as well as asset protection and investigations across stores, distribution centers, digital and corporate offices. In partnership with leaders across the business, we keep the pack safe while enabling Anything for Pets! The primary responsibility of the Ecommerce Fraud Agent is to review potentially fraudulent transactions generated from orders placed across all of our online platforms. These orders are held for review based on risk assessments done by third-party fraud screening applications that evaluate the specific attributes associated with an online order. Ecommerce Fraud Agents then evaluate these transactions, investigating any suspicious attributes such as previous order history, velocity, and location. Online research tools are used to determine the overall fraud risk to the organization. Based on that evaluation and risk guidelines provided by leadership, the Ecommerce Fraud Agent makes a decision to either release the order for fulfillment or cancel the order. Additionally, the Ecommerce Fraud Agent can use various reporting tools within the fraud screening applications to identify additional orders that may be fraudulent and cancel the orders before fulfillment, contact the warehouse if the order has been released for fulfillment, or intercept packages by contacting our parcel carriers and having the packages rerouted. Ecommerce Fraud Agents will also be expected to use their skills and experience to initiate and conduct investigations related to ecommerce theft and loss. Lastly, Ecommerce Fraud Agents may be expected to assist other areas within the Central Investigations Team as business needs require.

Responsibilities

• Review potentially fraudulent orders across our online platforms, determine the overall risk to the business, and make a decision to cancel or release those orders.
• Contact customers for validation of potentially fraudulent orders or reaching out to our fulfillment warehouse(s) or parcel carrier(s) to have orders cancelled and/or rerouted.
• Perform other customer service functions as business needs arise as well as assisting other areas within the Central Investigations Team.
• Initiate, conduct, and/or assist with ecommerce investigations related to identity theft, credit card fraud, lost/stolen packages associated with online transactions.
• Trend analysis and report building as directed by leadership.
• Must be able to work various shifts - Flexibility is required.

Requirements

• Combined 2-4 years of experience in ecommerce, experience with fraud detection methods and analysis, loss prevention, investigations, and/or in the credit card industry.
• Knowledge of commonly-used fraud prevention concepts, practices, and procedures and common fraud schemes.
• Demonstrated knowledge of ecommerce computer systems such as fraud screening applications, order management systems, or similar systems, Microsoft Office software, and data analysis tools and techniques.
• Knowledge of investigative concepts and processes as well as the ability to communicate effectively with law enforcement.
• Requires a high degree of professionalism and the ability to handle confidential and insider information with regularity.
• Ability to remain flexible in a fast-paced, changing environment and to prioritize goals.
• Highly effective communicator to all levels within the company and with clients; able to clearly articulate through oral and written communications.
• Must have integrity and consistently exhibit strong work ethics.

Benefits

• Pet-friendly environment, bring your pets to work and enjoy the on-site dog park!
• On-Site Events & Adoptions, enjoy community-building opportunities, including pet adoption days, seasonal celebrations, family events, art events, & holiday festivals
• “Top Dog” gym with equipment, fitness classes, massage therapists, personal trainers, and wellness spaces
• “Sit & Stay” Café serving fresh breakfast and lunch options, snacks, & more
• “Lil Paws” NAEYC-accredited onsite childcare facility providing high-quality early education
• Paid Volunteer Opportunities to spend time doing good for causes close to heart
• Print Center and Business Services, Dry Cleaning, Mother's Rooms, Sustainable Infrastructure & more

About the eCommerce Fraud Agent Opportunity

PetSmart is currently hiring for a eCommerce Fraud Agent position based in Phoenix, AZ, US. This is a full time opportunity suited to candidates who are ready to contribute their skills and grow within a dynamic team environment. Whether you're an experienced professional or looking to take the next step in your career, this role offers a chance to work on meaningful projects while developing new capabilities.

What the Role Involves

As a eCommerce Fraud Agent, you will be expected to collaborate closely with cross-functional teams, take ownership of key deliverables, and contribute ideas that help PetSmart achieve its goals. Day-to-day responsibilities typically include planning and prioritizing tasks, communicating progress with stakeholders, maintaining high standards of quality, and adapting to evolving business needs. The exact scope of duties may vary depending on team structure and current priorities, so candidates should be comfortable with a role that can evolve over time.

Who PetSmart is Looking For

Successful candidates generally bring a combination of relevant experience, strong communication skills, and a proactive attitude toward problem-solving. PetSmart values individuals who can work independently as well as part of a team, who are detail-oriented, and who bring a positive, adaptable mindset to their work. Prior experience in a similar eCommerce Fraud Agent capacity is beneficial, though a strong willingness to learn and grow is equally important.

Compensation and Benefits

Compensation for this role is competitive and commensurate with experience. In addition to base pay, many roles at PetSmart may include benefits such as health coverage, paid time off, opportunities for professional development, and a supportive work culture designed to help employees thrive both personally and professionally.

Why Join PetSmart?

Joining PetSmart as a eCommerce Fraud Agent means becoming part of a team that values collaboration, innovation, and continuous improvement. Employees are encouraged to bring their own perspective to the table, and the organization aims to foster an environment where people feel supported in doing their best work. This is a great opportunity for candidates who want their contributions to have a real, visible impact.

How to Apply

If you believe you're a strong fit for the eCommerce Fraud Agent role at PetSmart in Phoenix, AZ, US, we encourage you to review the full job details above and submit your application through the listed channel. This position was posted on 2026-06-22T21:04:00Z. Early applications are generally encouraged, as competitive roles like this one can attract a high volume of interest.