Consumers blame retailers for online fraud

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CyberSource report identifies 'hardcore' of people who never shop online

Consumers place the blame for online fraud squarely on the retailer, rather than themselves, according to the UK Online Fraud Report 2010 from payment processor CyberSource released today.

Almost a quarter of UK adults believe that it is the responsibility of retailers to ensure a safe and secure online shopping experience, the report found, while just 12 per cent acknowledged that an incidence of fraud may be down to the shopper.

Sixteen per cent of respondents blame the banks, 12 per cent blame their ISP, 12 per cent blame the government and card schemes, while five per cent believe that the police should do more about online fraud.

However, more consumers are taking their own measures to ensure the safety of their transactions. CyberSource said that 85 per cent of respondents are wise enough to look for signs that a web page is secure, for example the green address bar or padlock logo, and the same percentage will only shop on stores that offer extra measures such as Visa's Verified by Visa and MasterCard's SecureCode. Card readers are used by just under 30 per cent of shoppers.

"Consumers say they feel that retailers are primarily accountable for making online shopping safer. But consumers themselves have a role in this effort, and they should be encouraged to play it," said Simon Stokes, managing director at CyberSource.

"Never divulge personal information on social networking sites, for example, and never respond to requests for personal information from banks or government agencies that should already have that information.

"And, of course, those of us in the e-commerce industry need to do more to help educate consumers on ways in which security can be boosted."

CyberSource has identified a hardcore of people who refuse to shop online, which Stoke described as a huge untapped market. Just over a third of these people do not have internet access, but the majority are put off by security fears.

"With the right strategies in place, online retailers can provide a safe and secure environment for their customers. However, the public perception may differ," said Stokes.

"Retailers should clearly inform consumers not only about the anti-fraud methods they employ, but the efforts they take to secure sensitive payment data. This is particularly important as companies look to grow their internet sales channel and tap into the high proportion of consumers that are yet to embrace online shopping."

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