FRONTLINE RETAIL SENIOR FRAUD INTERVENTION GUIDE
Recognize concern. Slow the transaction. Protect the customer.
WATCH FOR THESE SIGNS
Transaction indicators
- Large or repeated gift-card purchases
- Multiple transactions or store-to-store activity
- Money transfers, cryptocurrency, or unusual cash movement
- A customer buying a payment method because another person directed them to
Behavior indicators
- On the phone or checking texts throughout the transaction
- Frightened, rushed, confused, or unusually secretive
- Says police, a bank, tech support, a government agency, or family told them what to do
- Has a rehearsed explanation or says the matter is confidential
WHAT TO SAY
Use a calm, respectful tone. Do not accuse the customer or announce that they are definitely being scammed.
SAMPLE OPENING
“Before we finish this, I want to mention something because we see scams involving transactions like this. I’m not saying that is definitely what is happening here. I just do not want you to lose your money.”
Then ask:
- Did someone tell you to make this purchase?
- Are you currently speaking with them?
- Did they tell you what to say or not to explain the transaction?
- Would you be willing to call someone you trust first?
NEXT STEPS
- Encourage the customer to pause and verify independently.
- Involve a supervisor, AP, LP, or manager according to company policy.
- Offer the Senior Fraud Safety Guide if available.
- Encourage the customer to call a Trusted Person.
- If money already moved, preserve the receipt and transaction information and direct the customer to the relevant financial provider immediately.
THE GOAL
Create a pause between the scammer’s demand and the payment. That pause may be enough to prevent the loss.
DO NOT / ESCALATE
Do not:
- Argue with or shame the customer
- Promise that money can be recovered
- Rely on age alone. Consider the total circumstances.
- Physically restrain the customer or seize property unless law and company policy authorize it
Escalate within policy when:
- There is an immediate threat or welfare concern
- The activity appears repeated, multi-store, or organized
- The customer reports extortion, coercion, or a family-emergency story
- Law enforcement, APS, or specialized fraud guidance may be appropriate
HELP RESOURCES
National Elder Fraud Hotline: 833-FRAUD-11
AARP: 877-908-3360
IC3.gov · ReportFraud.ftc.gov