In today’s digital world, customers expect speed, security, and ease when making a payment. But behind the scenes, fintechs and digital banks are locking in a high-stakes fight – trying to deliver that seamless experience while fending off increasingly sophisticated fraud attacks.
We were recently invited to join a webinar by Salv – a fincrime platform. We stepped into the ring to represent the voice of the customer – a unique position we hold as a payment provider that works closely with businesses servicing employees, consumers, sole traders, and SMEs. This unique vantage point gives us an insider track on what modern customers really want: fast, intuitive frictionless payments they can trust.
The bell rang on one big question: Can banks and fintechs truly deliver a seamless payment experience while keeping fraud at bay?
In this blog, we cover the five big rounds (and knockouts) from the conversation.
Balancing strong fraud prevention with a frictionless customer experience
The best kind of fraud prevention is like a great referee – always present, but never getting in the way of the match. Customers want to feel protected, but they don’t want to jump through hoops every time they need to make a payment.
To pull this off, institutions can work with adaptive systems that can distinguish between genuine user transactions and potential fraud actors. That means tapping into real-time data, behavioural analytics, and intelligent automation.
🎯 71% of consumers say they’d switch providers after a single negative fraud experience.
That’s a knockout blow most can’t afford.
The goal isn’t to make it harder for genuine customers – it's to make it impossible for fraudsters.
Tracking KPIs that matter to customers, not just teams
Many institutions measure success in terms of fraud losses, manual payment intervention, or alert volumes. But those metrics don’t always reflect what really matters to customers.
Instead, we should be analysing:
Did the customer feel safe? Was the issue resolved quickly? Was the communication clear?
❌ Only 47% of fraud victims feel satisfied with how their case was handled.
That alone should prompt a rethink.
It’s time to relate internal KPIs with customers outcomes – not just compliance checks. That might include metrics like time to resolution and post-incident customer satisfaction.
When KPIs reflect customer trust, the fraud prevention and resolution strategy becomes a lot more powerful.
The crucial role of real-time decision-making in fraud prevention
Fraud is fast. Checks need to be faster. Detecting suspicious activity is important – but acting on it instantly is crucial. That means having the right tools in place for the right product, at the right time.
Think about it: If a person is buying a coffee and the transaction fails due to a false flag, that tiny moment can damage trust. But if a real fraudster is making an unusual transfer and the system stops it – that’s a win.
🕥 Studies show that 67% of financial fraud occurs within the first 24 hours of account compromise.
Real-time decisioning isn’t optional – it’s critical.
Once fraud happens, how financial institutions respond matters just as much. Post-fraud handling, reassurance, and communication all contribute to the long-term trust built with customers.
Why collaboration is a competitive advantage
Fraudsters aren’t targeting individual institutions – they’re attacking the system. And they’re getting smarter. They’re quick to exploit the weakest links, especially those who operate in silos.
Collaboration – both public and visible – sends a strong message. It builds a collective immunity. The more financial institutions share intelligence, the harder it becomes for criminals to operate, making collaboration a real deterrent.
💡 Institutions that actively share intelligence can reduce fraud losses by up to 40%.
But collaboration doesn’t stop at institutions. Consumers are a vital part of the defence. Educating users to recognise red flags – especially when fraudsters use legitimate-sounding jargon like AML laws to pressure or confuse them – strengthens the industry’s frontline.
When users know to stay alert, spot manipulation tactics, and report suspicious behaviour, the entire ecosystem becomes harder to infiltrate.
Regulations should be the ropes in the ring, not the opponent
It’s easy to blame regulation for slowing things down. But these rules exist for one reason: Establishing standards to keep the system safe and foster trust.
Still, the system isn’t perfect. In some countries, such as the UK, payment providers are forced to reimburse up to 50% of APP fraud losses, even if the fraud originated on a social media platform or elsewhere outside of their control.
That creates friction between innovation and regulation. The solution? Regulators need to hear both voices – those who’ve been scammed and those trying to build effective defences.
Balanced regulations should champion what works, not just penalise what fails.
What Edenred Payment Solutions brings to the fight
Fighting fraud demands a well-rounded, deeply embedded approach across the entire payment ecosystem.
At Edenred Payment Solutions, we’re focused on making fraud prevention seamless and secure for both our clients and their own customers. Our deep understanding of the UK and EU regulatory landscape allows us to provide meaningful guidance that aligns with both local compliance expectations and evolving industry standards. Our goal is to keep our clients compliant at all times, while they can focus on delivering the payment experience their users expect.
Security isn’t an afterthought – it’s built into every stage of our services. Whether that’s card issuing, account payments, or payment processing, we integrate real-time transaction monitoring and intelligent screening into our platform. This enables dynamic, adaptive fraud detection that stays out of the way of genuine users while staying alert to emerging threats. By combining in-house capabilities with trusted external partnerships, we’re able to maintain best-in-class fraud resilience.
Behind our technology is a dedicated team, continuously trained and highly skilled in providing expert support to our clients. Even before a customer program is launched, we ensure our onboarding standards are watertight and that the same level of checks is applied when onboarding end users.
We also operate in full compliance with industry standards with the implementation of Payment Card Industry Data Security Standard (PCI DSS) and Confirmation of Payee (CoP), and we constantly evolve alongside new regulations, such as the Verification of Payee mandate for EU payments.
Ultimately, we believe that keeping the industry secure is a shared responsibility – and by doing our part, we make it easier for customers to do theirs.
Final round: What it takes to win
Criminals are getting more creative, and consumers expectations for seamless and efficient payment experiences keep rising. The only way to win is to fight smarter – not harder.
That means smarter tools, strategic metrics, real-time agility, industry collaboration, and regulations that protect.
Ready to take on the fight against fraud?
At Edenred Payment Solutions, we’re in your corner – helping you deliver a payment experience your customers can trust, without compromising on speed or safety.
