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1、2024 Scams Impact Survey:PeruInvestigating the impact of authorized push payment (APP)fraud/scamsFICO Proprietary ResearchConducted July 2024,published October 2024Survey2As real-time payments(RTP)grow in Peru,can you effectively balance protection and customer experience?Real-time payments(RTP)serv

2、ices are growing in popularity in Peru.Most consumers in Peru have used them,and many have formed opinions about RTP utility and security.More Peruvians are experiencing scams and reporting losses than a year ago.Despite the lack of a national RTP infrastructure,a vast majority of Peruvians have sen

3、t and received RTP.And Peruvians are experiencing scams and losses as their usage increases.Perceptions about RTP security are changing,with more consumers feeling they are comparably safe to credit cards,yet an increasing number of individuals are reporting scam losses to their banks.A majority of

4、Peruvian consumers say the top two ways their banks can better protect them from scams is through improved fraud detection and notifications.Read this report for a deeper look at how Peruvian consumers are using RTP,experiencing scams and losses,and changing their opinions about RTP and scam defense

5、.An important note about the comparative data in this e-book.The data referenced throughout this e-book derives from two surveys FICO conducted in 2023 and 2024.Each survey asked more than 12,000 consumers across 14 countries their opinions and experiences regarding RTP usage,scams,and their banks s

6、cams management capabilities.When year-over-year comparisons are made,they are referring to a comparison of these two surveys that asked the same question in each year the survey was conducted.3Changing the payments landscape Most consumers in Peru say they have sent RTP(97%)or received RTP(96%),rep

7、resenting a more than 6%increase over 2023 in each case.More than half(52%)plan to increase RTP usage in the next 12 months while 29%will maintain their current level.Peruvian consumers are wary of scamsMost(65%)say RTP processes include enough security checks,but 18%think there are not enough secur

8、ity checks when making payments.63%of consumers in Peru consider RTP to be more secure than a credit card,well above the 51%global average.Just 29%say RTP and credit card security are equivalent,9%less than the global average.More Peruvian consumers are reporting losses 19%of Peruvians say they have

9、 sent RTP after receiving a scam warning from their bank,versus the 14%global average.22%say they used RTP to pay for goods,services,or investments that they never received,which is a 3%increase over 2023.A quarter(25%)of consumers in Peru now say theyve reported losses to their bank,6%more than in

10、2023.More Peruvian consumers want scam protection56%of consumers in Peru say deploying better fraud detection systems is the top action their bank can take to protect them from scams.20%say providing more alerts about known or emerging RTP scams is most impactful.Another 9%say giving more warnings w

11、hen making a payment is most impactful.More Peruvian consumers will change banks if dissatisfied with how scams are resolved Though 47%of consumers say they would be responsible if they fell for a scam,another 23%blame the receiving bank,while 17%blame the sending bank.Many consumers in Peru(42%)wil

12、l complain to their bank if unhappy with how a scam is resolved,but 12%would change banks a significant potential loss for banks who fail to meet customer expectations for scam protection.Survey Highlights:Executive SummaryWhere are real-time payments headed in Peru?4Peruvian consumers have mixed vi

13、ews on RTP security compared to most other markets.65%of Peruvian consumers say there are sufficient security checks when using RTP,which is lower than the global average of 73%.A majority of consumers in Peru(63%)consider RTP to be more secure than a credit card,which is higher than the global aver

14、age of 51%.At the same time,only 46%of Peruvians feel banks are doing enough to educate them about scams.That presents an opportunity for banks to provide additional education and to communicate risks and warnings clearly,to provide strong scam defenses to consumers in the country.of consumers have

15、sent RTP;96%have received RTP.While 91%sent RTP to another person and 54%have paid a business,just 23%have sent RTP from a business to a person,well below the global average of 31%.97%of consumers in Peru plan to increase their RTP usage,29%will maintain their current usage,and 11%will decrease.In 2

16、024,39%of consumers used RTP more than 10 times per month,while just 15%used RTP once per month or less.52%of consumers in Peru say there are enough security checks when using RTP,well below the global average of 73%.65%of consumers in Peru consider RTP to be more secure than a credit card,while 29%

17、say they are about the same.63%5Can you protect consumers as scams increase in Peru?76%of consumers in Peru have received a text,email,or phone call they thought was part of a scam,equal to a year ago.At the same time,66%of consumers say friends or family have been victims of a scam,which is 10%more

18、 than the global average.Whether they are experiencing more scams,or perceive that they are,its clear that Peruvians are increasingly aware of scams and the damage they can do.Banks play a crucial role in identifying and intervening in scam transactions.Consumers want to act with confidence as they

19、take advantage of important RTP benefits such as immediate transfers and instant funds availability.By providing scam detection and immediate communication through each customers preferred channel,banks can deliver the scam defenses that customers want and expect to see.say friends or family members

20、 have been victims of a scam,10%more than in 2023.66%of consumers in Peru have received a text,email,or phone call they believe was part of a scam,the same as in 2023.76%6As scams and losses increase,can you balance customer satisfaction and fraud resolution?Scams are on the rise in Peru,as are both

21、 the amount and frequency of losses.More Peruvians reported losses in 2024 than in 2023,and the number of high-value losses(exceeding S/10,000)also increased.Though most losses were relatively small less than S/500 such a loss can still be devastating.Banks can step up their trusted partnerships wit

22、h Peruvian consumers by continuing to invest in additional educational efforts and improved alerts for consumers engaged in the RTP process.By incorporating scam-specific analysis,scoring,and customer outreach for individual transactions,banks can provide proactive warnings along with automated acti

23、ons to alert and inform customers.Notifying a consumer that their current transaction may be associated with a scam can help break the scammers spell.of consumers sent RTP for goods,services,or investments and did not receive them,3%more than 2023.22%of consumers sent RTP after their bank warned of

24、scam,5%more than the global average.19%of victims were scammed for more than S/10,000,a 4x increase from 2023.4%of victims lost S/500 or less.55%of consumers reported a loss to their bank,4%more than in 2023.25%of Peruvians are very(32%)or somewhat(37%)satisfied with their banks scam resolution proc

25、ess.69%7Consumers want to avoid scams how can you help?Many consumers in Peru(47%)say they are responsible should they fall for a scam,which is 6%less than the global average.23%of consumers in Peru think the receiving bank is at fault,while 17%think the originating bank is.This perception of bank r

26、esponsibility is higher than the global average,but consistent for Peru in year-over-year responses.Peruvians expect their banks to be partners in the fight against fraudsters.This is a chance for banks to bolster their defenses to help proactively protect consumers and their hard-earned dollars whi

27、le burnishing the banks reputation as a trusted partner and protector.Banks can apply patented,predictive AI-driven models that quickly and accurately detect scam-related payments.With the right platform,these insights can be coupled with and drive protective measures such as decision automation and

28、 customer outreach,including anything from sending proactive scam warnings,to requiring step-up authentication,to suspending transactions that have been positively associated with scams.Who do you think is responsible if you send RTP to a scammer?Me its my money and I should knowwhere its goingThe b

29、ank receiving my paymentMy bankThe governmentThe scammerSearch engines and social media sitesthat host scam ads0%10%20%30%40%50%47%23%17%5%3%5%8Can you reach customers where they want to be contacted?Peruvian consumers have a variety of channel preferences for scam notifications.29%now prefer to use

30、 their banks app,a 3%increase over 2023 but lower than the global average of 33%.The largest group(37%),however,continues to prefer phone calls over other methods,while another 19%prefer text messaging.Though there has been some movement away from email and phone calls to more secure channels such a

31、s bank apps,the bottom line for banks in Peru is that there is not a single channel that will accommodate all consumers.Banks must be prepared to reach out through any communication channel,in real-time,and with two-way capabilities.Proactive,two-way communications capabilities integrated with scam

32、prevention workflows can immediately notify customers when banks detect a scam in progress.This real-time engagement is proven to reduce the likelihood of a customer following through with payment to a scammer.Whether the customer prefers email,text,or in-app notifications,a bank ultimately needs to

33、 automate outreach through preferred channels and support scam communication and intervention as quickly as possible.How do you prefer to receive warnings about RTP scams?Phone callA message within the banks appText messageEmailA third-party app(e.g.,WhatsApp)Dont know0%10%20%30%40%37%29%19%8%5%2%9S

34、cam victims have high expectations,which,if not met,pose costly consequences.When consumers are unhappy with their banks response to a scam incident,most will take actions that cost the bank time,money,and potentially the customer relationship itself.Many consumers(41%)will complain directly to the

35、bank,but another 31%will raise the stakes and complain to regulators.Whether the bank is managing and addressing high complaint volumes or facing scrutiny from regulators,these outcomes can be avoided or minimized with a better and more automated fraud resolution process.The big risk to banks for mi

36、ssing customer expectations in scam resolution is that 12%of consumers in Peru will change banks if unhappy with how a scam incident was managed.And since many consumers in Peru will blame either their own bank(17%)or the receiving bank(23%)if victimized by RTP scams,managing scam treatments appropr

37、iately can be a critical way to save operational costs,reduce complaints,and prevent customer churn.of consumers will complain to their banks.41%of consumers will complain to regulators.32%of consumers will change banks.12%Complain to the bank(41%)Complain onsocial media(7%)None of these(5%)Change b

38、anks(12%)Complain to friendsand family(4%)Complain to theregulators(32%)If you were the victim of a scam and were unsatisfied with your banks response,which of the following are you most likely to do?10Should banks refund scam victims?In 2024,70%of consumers in Peru said banks should refund scam vic

39、tims all(43%)or most of the time(27%),equal to what our survey found in 2023.Only 2%think banks should never be held liable for these frauds while 22%think banks should be liable only rarely.Banks around the world face the potential for increased regulation that could shift liability requirements fo

40、r scam losses.Our survey finds that globally,nearly two thirds of consumers(65%)have the same attitude as the majority in Peru and believe banks should refund scam victims all or most of the time.Given this sentiment,the best way to avoid the risk,liability,and loss of reputation that scams can crea

41、te is to prevent them from happening in the first place.A banks approach to automating its defense against scams is crucial and includes such sophisticated techniques as AI-and machine learningpowered analytics,combined with capabilities such as contextual processing,decisioning,and real-time custom

42、er engagement.It is a complex ask that calls for bringing together multiple teams and stakeholders,from data scientists and IT to business analysts and customer service,to collaborate and iterate on fraud detection and intervention strategies that stay ahead of fraudsters while balancing the overall

43、 customer experience.Should banks be responsible for refunding scam victims?AlwaysMost of the timeOnly rarelyDont knowNever0%10%20%30%40%50%43%27%22%7%2%What do consumers want when it comes to scam detection and prevention?Above all,Peruvian consumers want their banks to deploy better fraud detectio

44、n systems 71%of consumers ranked this as the most or second-most impactful action their bank could take.Another 48%of consumers ranked providing more warnings about known or emerging scams as the most or second-most impactful action their banks could take to protect them.Our survey also found that 6

45、2%of consumers in Peru would feel positive about their bank if it proactively declined a payment that had been identified as part of a scam.The bottom line is that consumers expect to be educated,informed,and protected.They expect their banks to get that protection right.11Rank1Rank2Rank3Rank4Rank5R

46、ank6Have better fraud detection systemsProvide more warnings about known or emergingscams when making a paymentGive more warnings when making a paymentDecline payments they define as high riskImplement a delay or“cooling off”period whenmaking payments above a certain amountCollaborate more with othe

47、r banks,telecomproviders,and social media companies56%9%6%19%29%16%13%10%9%22%25%8%11%18%17%7%29%13%19%10%24%19%5%28%0%20%40%60%80%100%15%7%6%13%19%17%17%17%19%27%14%What actions could your bank take to protect you from scams?12To achieve these goals,banks can:Pair capabilities such as data ingestio

48、n across multiple data sources with behavioral profiling to provide rich context about RTP transactionsApply sophisticated analytic techniques capable of detecting suspicious transactionsAutomate decisioning to determine the best course of treatment or level of interventionUse business-defined workf

49、lows to orchestrate all these capabilities together in real time.Executing all of this together at scale will separate the leaders from the laggards and allow banks to automate more of their fraud detection,notification,and prevention to defend the customers interests,the banks bottom line,and their

50、 mutual relationship.Meeting scam detection and prevention expectations13Key Takeaways Real-time payments will keep growing in Peru.Peru has exceeded the global average of 91%of consumers who have sent RTP,and Peruvians plan to send more.As Peruvians increase RTP volume,the threat of scams will grow

51、 in lockstep.Banks that deploy scam protection technology today are positioning themselves well for future protection as the payments ecosystem continues to evolve.Scams are pervasive and pernicious.66%of consumers now say their friends or family have been scammed 10%more than in 2023.Among those sc

52、ams,4%now exceed S/10,000 in losses,more than 4x the number of such cases in 2023.Banks can keep educating customers,especially when they can deliver the right messages in the consumers preferred channel(s).Consumers expect banks to help them avoid scams.Though 47%of consumers would blame themselves

53、 for falling for a scam,70%think banks should reimburse scam victims all(43%)or most of the time(27%).Consumers also expect their banks to equip them with the tools,education,and automated fail-safes to help prevent scam losses.The good news is 69%of consumers in Peru now are somewhat(37%)or very sa

54、tisfied(32%)with how their bank manages scams.To improve further,banks should know and utilize each customers preferred channel for critical communications such as scam warnings relating to RTP.Banks face significant consequences if they fail to meet consumer expectations.If unhappy with how their b

55、ank manages a scam incident,12%of consumers in Peru would change banks.At the same time,41%of customers would complain to their bank and another 32%would complain to regulators.Customers want real-time fraud detection and notification.Peruvian consumers say the two most impactful things their bank c

56、an do to protect them from scams is have better fraud detection and more warnings about known or emerging scams.In Peru,RTP adoption continues to grow and will remain a disruptive force in the payments ecosystem.To protect customers from scams and deliver the experiences they expect,you need the rig

57、ht technology to detect scams in real time and engage with customers in the channel of their choice.FICO Platform provides access to patented,real-time ML-powered scam detection models that differentiate potential scam transactions from unauthorized transactions that may be the result of third-party

58、 or account takeover(ATO)fraud.FICO Platform gives you the ability to deploy these models out of the box to make an immediate impact,and models are continually refined and honed with billions of tagged transactions from our data consortium of more than 10,000 financial institutions.With those data i

59、nsights,FICO models catch more fraud,faster,and will maintain their performance over time.Evolving scam tactics and techniques call for constant vigilance and adaptation on the part of the banks.FICO utilizes patented techniques and sophisticated solutions such as behavior-sorted lists,self-calibrat

60、ing analytics,and contextual feature generation and behavioral profiling to stay one step ahead of the scammers,to prevent them from harming your customers.FICO Platform can orchestrate the execution of these models in real time to determine the best course of treatment for every transaction,whether

61、 that is to decline,approve,or route for further verification and review.How FICO Helps14Engaging customers in real time,to break the scammers spell,is a key piece of the scam prevention puzzle.Two-way,real-time interactions with your customers in the channel of their choice are an invaluable tool t

62、o help fight the scourge of scams.FICO Platform helps automate your outreach across multiple communication channels to improve your operational efficiency and keep up with the speed of your customers lives.Engagement tactics can introduce sensible friction such as requiring customers to verify legit

63、imate transactions from fraudulent ones to help your customers stop and think before sending any RTP,helping to prevent losses and poor experiences.Your ability to detect and prevent scams is only as good as your ability to measure and report on the right metrics,and make appropriate changes quickly

64、 to keep pace with evolving threats and changing behavior.FICO Platform lets you easily test,simulate,and compare your fraud prevention strategies to understand potential impacts before you move them to production.Your fraud analysts are empowered to make changes to rules and decisioning strategies

65、directly,without IT involvement.Once you have your optimal strategy deployed,you can seamlessly create,manage,and share reports that clearly demonstrate the value of your initiatives.How FICO Helps15Fighting fraud,and scams in particular,is a 24/7/365 affair.It can feel overwhelming,but FICO experts

66、 bring hundreds of years of combined experience to the table to help get your organization started quickly and on the right path.Combining FICO knowledge and expertise with your unique insights,perspectives,and goals can deliver exponential value to your fraud operations and unlock immediate return

67、on your investment.Scam prevention is a critical part of your fraud operations,but we know there are many other use cases and business challenges your organization faces.Thats why weve built FICO Platform to let you take full advantage of reusable assets and cross-functional capabilities to apply da

68、ta when and where its needed,as well as execute analytics,decision rules,escalation parameters,and more.Your platform investment can be leveraged outside the fraud realm for applications and use cases as varied and diverse as marketing,originations,customer and account management,collections,and mor

69、e.FICO Platform delivers the applied intelligence you need to supercharge your growth,no matter where you need it.How FICO Helps16Learn more Read the FICO Fraud Protection and Compliance BlogExplore FICOs award-winning scam detection modelLearn more about stopping scams with AI and MLContact us 2024 Fair Isaac Corporation.5277BK_ENPrivacy PolicyTerms and ConditionsAll rights reserved.FICO is a registered trademark of Fair Isaac Corporation in the United States and in other countries.Other product and company names herein may betrademarks of their respective owners.