UK consumers received GBP 3.5 billion in refunds due to friendly fraud over the past 12 months, according to emerchantpay. The company estimated that 6.5 million people received money back after making illegitimate claims.
The findings were based on research conducted by Opinium among 2,000 UK adults and weighted to be nationally representative.
Friendly fraud, also known as first-party fraud, occurs when a customer disputes a genuine transaction they previously authorised. The claim is typically presented as if the payment was made by a criminal third party, even though the transaction was legitimate.
During the period covered by the survey, 7.9 million UK consumers disputed a transaction as part of friendly fraud, the research found. Of those, 6.5 million received compensation from their bank, while only 18% of people who made an illegitimate claim were denied compensation.
The average refund value per claimant was GBP 441, according to the research, which also found that 18% of successful claimants received more than GBP 500.
Repeat claims
The study suggested that some consumers use the practice repeatedly. Two in five (38%) of those who reported a legitimate transaction as unauthorised admitted doing so more than twice.
The report also cited wider evidence on public attitudes. Cifas data referenced in the research showed that 48% of UK adults believe it is reasonable to commit friendly fraud, with younger shoppers identified as the group most likely to make fraudulent...
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