Get each APP scam claim ready for the handler who decides it

Fields

• Customer's account of what happened
• What the customer typed or said when they made the payment (empty if none)

Questions

1. Which kind of case does the customer's account describe? Choice

   Judge from what the customer says happened, not from the words they use: "scam" and "fraud" appear in every kind of case. Pick one option.

   • APP scam The customer made the payment themselves, to someone who turned out to be a fraudster, or because someone posing as a trusted person or body talked them into it.
   • Payment not made by the customer Someone else made the payment from the customer's account, and the customer did not make, approve or agree to it.
   • Dispute with a real seller The customer paid a real business or person who exists and trades, and who delivered late, poorly, partly or not at all, with no sign of deception when the customer paid.
   • Mistake or change of mind The customer paid the wrong account or the wrong amount, or regrets a payment, and no one deceived them.
   • Not a new claim The message asks about an existing claim or raises something else, and describes no new loss.

2. Which scam story, if any, does the customer's account most resemble? Choice

   Pick the one scam story named in the context that the account most resembles. Choose No scam story when the account describes no scam, such as a payment the customer did not make or a dispute with a real seller.

   • No scam story An ordinary payment such as rent, a bill, a purchase from a known seller or money to family, with nothing that fits a scam story.
   • Bank or police impersonation Someone claiming to be from the bank, the police or another authority says the customer's money is at risk and must be moved to keep it safe.
   • Other impersonation Someone claiming to be from a tax office, a utility, a delivery firm or a phone company asks for payment of a bill, a fine or a fee.
   • Investment Crypto, a trading platform or an opportunity promising high or guaranteed returns, usually found online or through a new contact.
   • Romance or friendship Money for someone the customer knows only online or has never met in person, often for travel, a medical bill or an emergency.
   • Purchase from a stranger Goods, a pet, tickets, a vehicle or a rental deposit paid by bank transfer to a seller found online, usually before seeing the item.
   • Invoice or bank detail change A supplier, builder, solicitor or landlord has sent new bank details for a payment the customer expected to make.
   • Advance fee A fee paid to release a loan, a prize, an inheritance, a parcel or a refund.
   • Job or task scam Paying to unlock earnings, commission or a job that comes from online tasks, reviews or orders.
   • Relative on a new number A message claiming to be from a child or another relative with a new phone number asks for money urgently.

3. Does the customer's account describe the payment differently from what they said when they made it? Choice

   Compare the claim statement with the payment time answers. Victims are often told what to say when they pay, so a difference is a question for the handler, never a sign that the customer is lying.

   • Same payment The account describes the same kind of payment and payee as the payment time answers, or adds detail that fits them.
   • Described differently The account describes a different kind of payment or payee from the payment time answers, for example "paying a friend" at payment time for what the account says was a deposit to a landlord.
   • No payment time answers The payment time answers field is empty, so there is nothing to compare.

4. Does the account show someone else telling the customer what to do, say or choose for the payment? Yes / No

   Count "I was told to", "he said to pick", being told which purpose to choose or what to type, being told to keep the payment from the bank, family or friends, and being talked through the payment on the phone. A seller or landlord asking to be paid, with nothing more, does not count. Yes: Someone else directed the payment, what the customer chose or typed, or the secrecy around it. No: The customer describes making the payment on their own terms, with no sign that someone directed them.

5. What does the customer say they were warned before making the payment? Choice

   Judge only what the customer's account says; the handler checks the bank's own record of the warnings it showed. A warning the customer mentions is a fact for the handler, never a finding of gross negligence. Pick one option.

   • Warning about this scam The customer says the bank, the police or someone else warned them about this kind of scam or this payment in particular, for example in a call or a message that named the story they were in.
   • General warning only The customer says they saw or heard a general caution, such as an on-screen message about scams, that did not name the story they were in.
   • No warning mentioned The account says nothing about a warning, or says there was none.

6. Does the customer mention installing an app or software for someone, or someone seeing or using their screen? Yes / No

   Count screen-sharing or remote access apps, an app installed at someone's request, someone logging in for the customer, or someone watching their screen or phone while they made the payment. Yes: The customer mentions something of this kind. No: Nothing of this kind is mentioned, or the customer says no one had access to their device.

7. Does the customer say they are still in contact with the scammer, or may send more money? Yes / No

   Count messages still going back and forth, a promise of another step or payment, the customer waiting to hear back, and a new contact offering to recover the money for a fee. A customer who has blocked the scammer, or says contact has ended, does not count. Yes: The account shows that contact with the scammer, or with someone offering recovery, is still going on, or that more money may go. No: The account says contact has ended, or says nothing to suggest it continues.

8. Does the account suggest the customer passed money on for someone else? Yes / No

   Count receiving money into their account and sending it on, a "payment processing" or "money transfer" role, being paid to let their account be used, and paying on behalf of someone they met through the scam. This often happens in job scams and does not by itself mean the customer knew; a handler looks. Yes: The account says or suggests the customer moved money on for someone else. No: The customer paid for a purpose of their own and says nothing about moving money for anyone.

9. Does the customer mention circumstances that may mean they need extra support? Yes / No

   Use the four drivers in the context: health, life events, resilience and capability. Count only what the account says about the customer or someone in their household. Do not infer anything from tone, writing style or spelling. Yes: The account mentions health problems, disability, bereavement, old age, money trouble beyond the loss itself, a language or literacy barrier, or similar circumstances. No: The account mentions none of these.

10. Does the customer say they reported the scam to the police? Yes / No

    Count a report to the police or to the national fraud reporting service, with or without a reference, and the customer agreeing that the bank may report it for them. Yes: The customer says they reported it, or agreed that the bank may report it. No: The customer does not say so, or says they have not reported it yet.

11. Is there enough in the account to tell what kind of case this is and what happened? Yes / No

    Yes: The account says who the customer paid, how the contact began and why they paid, well enough to tell the kind of case. No: The account is too short or vague to tell, for example "I've been scammed, please refund me", and the handler must ask the customer first.

Lens columns

claim_kind, claim_kind_probability, scam_story, scam_story_probability, payment_answers_mismatch, payment_answers_mismatch_probability, someone_directing, someone_directing_probability, warning_before_payment, warning_before_payment_probability, remote_access, remote_access_probability, still_in_contact, still_in_contact_probability, mule_signals, mule_signals_probability, vulnerability_signal, vulnerability_signal_probability, police_reported, police_reported_probability, enough_information, enough_information_probability