TY - JOUR
T1 - Consumer Experiences with Gift Card Payment Scams
T2 - Causes, Consequences, and Implications for Consumer Protection
AU - DeLiema, Marguerite
AU - Volker, Julia
AU - Worley, Arthur
N1 - Publisher Copyright:
© 2023 University of Minnesota.
PY - 2023
Y1 - 2023
N2 - Retail gift cards are requested by fraud perpetrators in many types of mass marketing scams because they are accessible to consumers and card values can be redeemed remotely and anonymously. We interviewed 27 individuals who experienced a gift card payment scam. Five themes emerged: (1) contexts of vulnerability, (2) cognitive and emotional dissociative states, (3) the mixed efficacy of retail interventions, (4) self-blame, and (5) consumer education and other safeguards. Contextual and situational factors, such as work stress, having a recent experience that corresponded with the premise of the scam, and having an unmet financial or socioemotional need, increased vulnerability. Perpetrators used strong emotional appeals to activate a stress response and to interfere with participants’ reasoned decision making. To prevent victimization, direct questioning by retail employees was less effective than outright refusals to sell them gift cards. Several participants reported severe emotional distress and symptoms associated with trauma following victimization. Participants did not hold the retail stores or gift card issuers accountable for their losses and instead expressed self-blame. They advocated for more consumer education about gift card payment scams as well as more empathy and support for victims.
AB - Retail gift cards are requested by fraud perpetrators in many types of mass marketing scams because they are accessible to consumers and card values can be redeemed remotely and anonymously. We interviewed 27 individuals who experienced a gift card payment scam. Five themes emerged: (1) contexts of vulnerability, (2) cognitive and emotional dissociative states, (3) the mixed efficacy of retail interventions, (4) self-blame, and (5) consumer education and other safeguards. Contextual and situational factors, such as work stress, having a recent experience that corresponded with the premise of the scam, and having an unmet financial or socioemotional need, increased vulnerability. Perpetrators used strong emotional appeals to activate a stress response and to interfere with participants’ reasoned decision making. To prevent victimization, direct questioning by retail employees was less effective than outright refusals to sell them gift cards. Several participants reported severe emotional distress and symptoms associated with trauma following victimization. Participants did not hold the retail stores or gift card issuers accountable for their losses and instead expressed self-blame. They advocated for more consumer education about gift card payment scams as well as more empathy and support for victims.
KW - Prepaid cards
KW - consumer protection
KW - emotional arousal
KW - fraud
KW - imposter scams
KW - retail
KW - trauma
UR - http://www.scopus.com/inward/record.url?scp=85169076558&partnerID=8YFLogxK
UR - http://www.scopus.com/inward/citedby.url?scp=85169076558&partnerID=8YFLogxK
U2 - 10.1080/15564886.2023.2244468
DO - 10.1080/15564886.2023.2244468
M3 - Article
AN - SCOPUS:85169076558
SN - 1556-4886
VL - 18
SP - 1282
EP - 1310
JO - Victims and Offenders
JF - Victims and Offenders
IS - 7
ER -