Europe Insights Intelligence North America

Friendly Fraud is On the Rise Finds Signifyd Survey

In late 2020 Signifyd surveyed 1,500 US consumers and 1,500 UK consumers about their buying habits, with the responses showing sharp contrast to a similar survey pre-pandemic.

In January, before the COVID-19 pandemic swept the country and the world, only 8.1% of consumers said that they had made a false claim that an e-commerce order was never delivered in order to keep the product and land a refund. The survey from September revealed that over a third of participants admitted to committing ‘Friendly Fraud’.

Key findings from the report include:

  • Nearly 36% of UK consumers commit friendly fraud regarding missing packages
  • 32.1% of UK respondents admitted to breaking discount or promotion rules in order to receive a price break they were not entitled to.
  • In the US 40.3% of consumers said they asked for a refund because of a fraudulent charge when in fact they knew no fraud had been committed. In the UK, the number was 36.1%.
  • In the US, 60.4% of consumers said they would be spending less this year compared to 66.7% of UK respondents, due to the effects of COVID-19 on income
  • In the UK, 47.9% of respondents said a year from now they’d be shopping differently than they were a year ago, because they’d be relying more heavily on click-and-collect.
  • In the US, 60.1% said they expected to continue to more heavily use buy online, pick up in-store or at the curb.

To find out more or read the report in full, click here.


  • Polly is a journalist, content creator and general opinion holder from North Wales. She has written for a number of publications, usually hovering around the topics of fintech, tech, lifestyle and body positivity.

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