Desk / Fraud
Fraud Desk
Fraud case management software: Every alert looked into, every decision explained.
In short Fraud Desk is fraud case management and investigation software. It takes alerts from our checks, from your own systems, by email or from a spreadsheet, your rules turn them into cases for the right team, investigators decide with their reasons, and someone else takes a second look before a fraud case closes.
£39 a person a month · no lock-in
Alerts from
NNib· signatures
LLoupe· documents
SSig· signing
{}Your own systems
≡A spreadsheet
Triage rules
If it came from Loupe → Document fraud, due in 4 hours
If risk is High → Account takeover, shared out in turn
Anything else → Alert review, due in 2 days
An alert for a customer with an open case joins it.
Cases
4hDocument fraud7
1hAccount takeover3
2dAlert review21
Alerts from anywhere
Your monitoring already finds things. Send them to Desk and someone looks at each one.
Send alerts with a key that can only add alerts, email them in, or add a spreadsheet of up to 500 at once. Our own checks send theirs when one fails, and the same alert is only ever taken once.
- Customer and account
- Risk
- Amount
- Your own reference
- Any facts you want shown
# send one alert from your own monitoring
curl https://api.unforged.sh/desk/alerts \
-H "Authorization: Bearer $ALERTS_KEY" \
-H "Content-Type: application/json" \
-d '{
"title": "New device, then a new payee",
"risk": "high",
"reference": "MON-88213",
"customer": { "name": "Kate Byrne", "account": "••••4417" },
"facts": { "Device": "First seen at 02:14" }
}'
# the case it joined
{ "case_reference": "FR-26-0311", "joined": true, … }Kinds of case
Three kinds of case to start with, each with its own stages and deadlines.
- New Alert in, customer matched
- Triage Rule applied, due time set
- Investigating Owned by one investigator
- Waiting on customer Clock and queue show it
- Second review Someone else agrees
- Closed Decision and reasons kept
- Checks running Documents being looked at
- Review Owned by one investigator
- Second review Someone else agrees
- Closed Decision and reasons kept
- New Alert in, customer matched
- Investigating Owned by one investigator
- Recovery Access and money put right
- Second review Someone else agrees
- Closed Decision and reasons kept
- A checklist to move on
- A time limit, or a date on the case
- Sign-off by a second person
- What happens when documents arrive
The investigator’s day
One queue, cut the way your team works, with the cases closest to their deadline first.
| Risk | Case | What happened | Investigator | Due |
|---|---|---|---|---|
| High | FR-26-0314 | Payslip figures don’t add up | Not taken | in 3 hours |
| High | FR-26-0311 | New device, then a new payee | Jamal Clarke | in 1 hour |
| Medium | FR-26-0312 | Signature doesn’t match the reference | Not taken | Tomorrow |
| Low | FR-26-0309 | Customer reports a suspicious call | Not taken | in 2 days |
| Risk | Case | What happened | Investigator | Due |
|---|---|---|---|---|
| High | FR-26-0311 | New device, then a new payee | Jamal Clarke | in 1 hour |
| Medium | FR-26-0298 | Bank statement edited before upload | Jamal Clarke | Today |
| Low | FR-26-0290 | Same address on three applications | Jamal Clarke | Friday |
| Risk | Case | What happened | Investigator | Due |
|---|---|---|---|---|
| High | FR-26-0301 | Decided fraud · forged payslip | Priya Shah | Today |
| Medium | FR-26-0296 | Decided fraud · signed by someone else | Priya Shah | Tomorrow |
| Risk | Case | What happened | Investigator | Due |
|---|---|---|---|---|
| Medium | FR-26-0287 | Waiting on the customer’s call back | Ola Nowak | Monday |
| Low | FR-26-0280 | Waiting on a copy of the original statement | Mei Ito | Tuesday |
| Risk | Case | What happened | Investigator | Due |
|---|---|---|---|---|
| High | FR-26-0277 | Linked to two closed fraud cases | Team lead | Today |
| Risk | Case | What happened | Investigator | Due |
|---|---|---|---|---|
| Low | FR-26-0261 | Closed not fraud · picked for a check | Team lead | This week |
| Medium | FR-26-0259 | Closed fraud · picked for a check | Team lead | This week |
Deciding
A decision with its reasons, and a second pair of eyes before it stands.
-
Decide in one place
Fraud, not fraud, ask the customer or escalate, with your organisation’s reasons and up to five things to do next.
-
A second look, by someone else
A fraud decision waits for a colleague to agree before the case closes. Team leads check a share of closed cases too, and every check is counted.
-
Linked cases, side by side
Cases that share an email, a phone, an account or an address show up together, with how each one was decided. Join them into one case when they’re the same thing.
-
Reports
Alerts by source, time to a decision, cases running late, and how often second looks agree.
- Alerts, triage rules, cases and reports included
- Second looks and quality checks included
- Documents, tasks and the case story included
- Our checks charged as they are on their own
What fraud teams ask us
What is fraud case management software?
It turns the alerts your checks and monitoring raise into cases someone owns, with a deadline, the evidence in one place, a decision with its reasons and a record of who looked at what. Fraud Desk does that for alert review, document fraud and account takeover.
Do we need Nib, Loupe or Sig?
No. Fraud Desk works with the alerts you already have. If you use our checks, the ones that fail arrive as alerts without any setup.
How do our own systems send alerts?
With an alerts key that can only add alerts. Each alert carries the customer, the risk, any amount, your own reference and whatever facts you want shown, and the same alert is only ever taken once. You can also email alerts in or add up to 500 from a spreadsheet.
Does “Ask the customer” contact them?
It moves the case to waiting on the customer, so the clock and the queue reflect it. You contact the customer the way you do today.
Who can take the second look?
Anyone on the team other than the person who decided. Team leads also check a share of closed cases, and every check is counted in the reports.
What does Fraud Desk cost?
£39 a month for each investigator, month to month with no lock-in. Our own checks are charged as they are on their own.
See your own alerts in Fraud Desk.
Tell us the kind of work you do and we’ll set Desk up with a few of your real cases, so you can see how it would feel day to day.