They aren't separate questions, and there is a trade-off between protecting themselves and attempting to do right by good-faith customers. The correct amount o

They aren't separate questions, and there is a trade-off between protecting themselves and attempting to do right by good-faith customers. The correct amount of fraud the platforms tolerate against themselves is definitely >0%, and it's for the reason you're identifying. It seems that you're assuming it's obvious to identify good-faith consumers and do right by them. In some cases that's true. If you're a loyal, repeat customer of Amazon's they will basically just do whatever you ask them (within reason). But there are many cases where the act of discriminating between fraudster and Good Samaritan is in fact the whole of the challenge. Indeed, one of the most common exploits is to hack the account of good customers and abuse merchants that way. There's a dark, dark underbelly of crime out there. And the cost of that is borne by all of us in occasionally-less-than-good customer experiences.