Fraudulese: online shoppers encouraged to learn about the language of fraud, as average UK consumer targeted twice a week

• Inviting people to click links and take urgent action are found to be among the most common communicative strategies used by fraudsters, according to a new study from Visa
• Younger people are more trusting of unsolicited messages, with Visa’s study finding one in four (25%) 18- to 34-year-olds would unknowingly trust a fraudulent message
• Visa launches ‘Fraudulese’, to help consumers learn about the language of fraudsters and understand how to protect themselves from payment fraud online

London, 13 April 2022: Visa is empowering shoppers to learn about the language of fraud, helping them spot the communicative strategies commonly used by fraudsters and feel confident when shopping online.

Research by Visa shows that four in five (80%) UK consumers now make purchases online at least once a month[1]. However, with the majority (55%) of those who have received fraudulent messages seeing an increase in the last year, and the average UK consumer targeted twice a week, it’s more important than ever that shoppers are aware of the potential signs. Persuasive language and unusual spelling and grammar are widely recognised as common signs of fraud, but new analysis by researchers from the Aston Institute for Forensic Linguistics (AIFL), commissioned by Visa, has for the first time identified the communicative strategies used by fraudsters in short, one-off messages.

Amongst the examples of fraud analysed, which included text messages, emails and social media messages, it was discovered that inviting the recipient to click a link was the most common technique (87%). This was followed by asking the reader to resolve a ‘problem’ (72%), such as rearranging package delivery times or paying a late fee and highlighting unique offers (32%). Supporting these findings, the researchers found ‘click here’, ‘account information’ and ‘gift card’to be the most commonly used phrases in fraudulent communications.

To better protect customers, Visa has teamed up with researchers from AIFL to analyse the language of fraud and create the ‘Fraudulese Report’, a collection of the most common words, phrases and tactics used by fraudsters in short, one-off messages.

Dr Marton Petyko, Aston Institute for Forensic Linguistics, commented: “Our analysis is the first study of its kind that provides insight into how language is used by fraudsters in short, one-off messages, and is an important contribution to better understanding the things people should look out for when receiving unsolicited messages. By highlighting the communicative strategies, words and phrases used by fraudsters, we hope people can more easily spot the language of fraud as it stands today, which ultimately helps to protect them.”

THE IMITATION GAME

Fraud has become increasingly sophisticated, with senders able to imitate everything from the language commonly used by businesses or organisations to logos and names. Visa’s study also found that younger generations are particularly trusting of communications relating to products or services online:

• Almost a quarter (23%) of respondents aged 18 to 34 say they’re unlikely to check messages about a service or product for spelling and grammar mistakes, while nearly three in ten (29%) are unlikely to consider how persuasive the language is.
• When shown a fraudulent message, one in four (25%) of those surveyed aged between 18 and 34 said they would trust the message as legitimate, more than double the proportion of those aged 55 and over (11%).
• Common reasons for trusting a fraudulent message were familiar wording (39%) such as the use of the reader’s name, and references to established companies. This was followed by respondents feeling the action required, such as clicking through to a webpage, was clear (36%) or that they recognised the brand name or product mentioned (34%).

LEARNING ABOUT THE LANGUAGE

With fraudsters using various techniques to make themselves appear credible, Visa is encouraging consumers to learn about ‘Fraudulese’, to help them feel confident online.

Mandy Lamb, Managing Director, UK & Ireland at Visa comments: “As we’re all spending more time online, it’s good to be aware of what we can do to keep ourselves safe. Our new study demonstrates how it can be hard to spot the signs of fraud in emails, texts and messages. That’s why we’re raising awareness of ‘Fraudulese’ and sharing our top tips for spotting the signs, so everyone has the tools to avoid falling victim. When it comes to paying with Visa, you can feel confident you are paying safely and securely, as Visa’s Zero Liability Policy* means you won’t be held responsible for unauthorised or fraudulent charges made with your account. “

Visa’s top tips for spotting the signs of fraud:

1. Spell-check messages – inconsistencies in the language used in a message, such as errors in grammar and spelling, or differences between the sender’s name and the URL link provided, could indicate it’s fraud. If you receive a message from a company or individual out of the blue, be vigilant in checking for these errors.
2. Be cautious of urgent actions – language encouraging you to take urgent action is a common tactic used in bogus communications. Look out for phrases like ‘send (…) here’ or ‘click (…) below’, or undated timeframes such as ‘in 48 hours’ or ‘by tomorrow morning’. Always take the time to consider whether the message is genuine. If you think it’s fake, it’s important not to click on any links to avoid compromising your personal information.
3. Watch out for suspicious asks – fraudsters often entice you by either highlighting a problem (e.g., asking you to rearrange a delivery) or making a tempting offer (e.g., suggesting you have won a prize). Think about your recent dealings with that organisation or individual. If you don’t recognise the problem you’re being asked to resolve or the offer they’re trying to get you to react to, it might be fraud. If you’re unsure, don’t click on any links or contact the sender in any way.
4. Validate they are who they say they are – fraudsters often work hard to convince you of their credibility, sometimes using words and phrases that you might find in genuine communications. It can be hard to tell the difference, so if you are unsure, you can check by using a different form of communication to the one they have used to reach you. For example, if you get a text asking for bank information, try emailing or web chatting the company directly to check if it’s a true request.
5. Check the message with someone you trust – people can be great at understanding language and communication in social contexts. It may sound obvious, but if you’re unsure about the legitimacy of a message, it can help to discuss it with someone you trust. They may have also received a similar message and might be able to help advise on the best course of action to take. Sharing your experience might save someone else from falling victim too.

As a network working to protect payments, Visa is committed to tackling fraud to help everyone pay with confidence. In the unfortunate event that something does go wrong, Visa’s Zero Liability Policy* means you won’t be held responsible for unauthorised or fraudulent charges made with your account, so you can shop confidently in the knowledge that Visa helps protect you from payment fraud online.

If you are targeted by a fraudster, to help others avoid falling victim you can report it to Action Fraud or the National Cyber Security Centre. And if you think you have been defrauded, call your bank and explain the situation – they can often help you claim your money back.

To find out more about the protections you have when paying with Visa, click here.

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NOTES TO EDITORS

[1] Research commissioned by Visa and conducted by Opinium with 2,000 nationally representative UK adults between 18 March 2022 and 23 March 2022.

About the research

Analysis by researchers from the Aston Institute for Forensic Linguistics was conducted between 3^rd March 2022 and 23 March 2022. The analysis involved quantitative and qualitative analysis of 155 texts (5,891 words) qualifying as fraudulent communications in the form of SMS texts, emails and social media messages. To note, this analysis is based solely on fraudulent communication, without a reference corpus of authentic, legitimate messages from organisations or individuals, so many of the features observed may also appear in genuine communication.

Research commissioned by Visa and conducted by Opinium with 2,000 nationally representative UK adults between 18 March 2022 and 23 March 2022.

* Visa's Zero Liability policy does not apply to certain commercial card and anonymous prepaid card transactions or transactions not processed by Visa. Cardholders must use care in protecting their card and notify their issuing financial institution immediately of any unauthorized use. Contact your issuer for more detail.

Visa’s recommendations in this document are provided for informational purposes only and should not be relied upon for marketing, legal, regulatory or other advice. Any recommendations should be independently evaluated in light of your specific needs and any applicable laws and regulations. Visa is not responsible for your use of the recommendations, or other information, including errors of any kind, contained in this document.

About Visa

Visa (NYSE: V) is a world leader in digital payments, facilitating transactions between consumers, merchants, financial institutions and government entities across more than 200 countries and territories. Our mission is to connect the world through the most innovative, convenient, reliable and secure payments network, enabling individuals, businesses and economies to thrive. We believe that economies that include everyone everywhere, uplift everyone everywhere and see access as foundational to the future of money movement. Learn more at Visa.co.uk

About the Aston Institute for Forensic Linguistics

The mission of the Aston Institute for Forensic Linguistics (AIFL) is to improve the delivery of justice through the analysis of language. AIFL was founded in 2019. It is a substantial expansion of the former Aston Centre for Forensic Linguistics, which was founded in 2008. AIFL is one of four Aston University Research Institutes, studying forensic texts and contexts and producing academically rigorous, high impact research using insights and methods from diverse areas of linguistics to improve the delivery of justice. Staff from AIFL also teach on the MA in Forensic Linguistics which is offered both on campus and online.