Tidemark - Fraud Detection and APP Scam Reimbursement Dashboard
Fraud Operations Workspace for a UK Building Society
Designed and built a clickable fraud operations workspace for a UK building society: scored payment alerts with hold deadlines, the scam conversation with the member, and APP scam reimbursement claims tracked against their business-day deadline.
Most of our work is under NDA. Per agreement, we can share the work but not the company details - all names and identifying information shown here have been changed.
Impact
Dashboard, alerts queue, alert detail, APP scam claims and claim detail, with member quick view and log-a-claim panels.
Every held payment shows its deadline, amber under 2 hours and red under 1 hour, and a hold cannot be extended past the regulatory limit.
Eligible value capped per claim, a 5 business day target with stop-the-clock up to 35, no excess for vulnerable members and four-eyes payout over £10,000.
7 staff, 20 members (5 with vulnerability notes), 24 scored payment alerts and 15 APP scam claims with receiving firms.
The Problem
Ashcombe's fraud team worked from the scoring vendor's console, a separate card dispute portal, a claims spreadsheet and email. An analyst holding a £9,800 payment could not see the member's recent calls, the Confirmation of Payee result and the device history on one screen, and since mandatory APP reimbursement began nobody could say how many claims were near their deadline.
Our Solution
Tidemark puts the people who act on fraud scores in one workspace: a queue of held payments ordered by risk and deadline, an alert screen that explains why the payment was held and guides the scam conversation, and a claims tracker that counts business days, applies the reimbursement rules and shows what receiving firms owe.
The Challenge: Decisions Against the Clock
Every held payment and every scam claim has a regulatory deadline, often with a worried member on the phone. The team needed the evidence, the script and the rules on the screen where the decision is made.
Evidence Spread Across Tools
The score, the payee name check, the device and behaviour signals and the member's contact history lived in different systems, so members waited on hold while analysts switched tabs.
Holds With a Legal Limit
The Payment Services Regulations generally allow a sending firm to delay a suspicious payment by up to 4 business days and require it to tell the customer. A hold that runs past its deadline is a breach.
Reimbursement Claims on a Deadline
APP scam claims are capped at £85,000, generally decided within 5 business days (up to 35 with the clock stopped) and shared 50:50 with the receiving firm. A spreadsheet could not show which claims were close to their deadline or what was owed back.
Vulnerability and Tipping Off
Consumer Duty means vulnerable members get a different script and no excess or gross negligence exception. Internal money laundering referrals must stay invisible to anyone who could tip off the subject.
Our Approach: From Rules to a Clickable Workspace
Spec and Rules Research
Mapped 8 user roles, 35 screens and the data model for members, payments, score events, alerts, claims, cases, disputes and referrals. Wrote down the rules the design must follow: PSR APP scam reimbursement and the Bank of England rules for CHAPS, payment delays under the Payment Services Regulations, Confirmation of Payee, Consumer Duty, the Proceeds of Crime Act, card scheme dispute rules, Cifas and UK GDPR.
Clickable Demo on a Production UI Kit
Built 5 key screens on a production dashboard kit: the dashboard with KPIs, the live queue by risk band and needs-attention items, the alerts queue with deadline countdowns, bulk actions and Pick next, the alert detail with weighted reasons, Confirmation of Payee and a one-question-at-a-time scam script, the APP claims list, and the claim detail with an assessment checklist, stop-the-clock and a decision with letter preview. Releases, declines and decisions update the demo live.
What a Production Build Adds
Integration with the real-time scoring engine (such as Featurespace ARIC or Feedzai), BioCatch, ThreatMetrix, Pay.UK Confirmation of Payee and its reimbursement claim system, the payments gateway, Cifas, Visa and Mastercard dispute systems, Genesys telephony and Twilio messaging. Role-based access with the financial crime section hidden from everyone else, a full audit log, and the remaining screens for mules, card fraud, cases, rules, models, reports and settings.
Why It Works: The Rules Are in the Screen
Why It Was Held, in Plain Language
Each alert shows the rules that fired and the model's top features with weight bars, next to the payment, the Confirmation of Payee result and the scam warning the member saw. The analyst can explain the hold while on the call.
Deadlines Nobody Can Miss
Hold countdowns turn amber and red, business days left on each claim do the same, and sidebar badges count holds and claims near their deadline. Extend hold stops at the regulatory limit.
Controls on the Risky Decisions
Releasing a payment the member insists on, or one above the analyst's limit, needs a senior investigator. Payouts over £10,000 need a second approver, and declines need a reason code.
Vulnerable Members Seen First
A purple flag marks vulnerable members in every list, changes the scam script, and removes the excess and the gross negligence exception from their claims. Confidential referrals carry a tipping-off warning.
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Main corporate office and leadership operations
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548 Market Street, PMB 12345, San Francisco, CA 94104
Client operations and business development
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402 Shivalik Shilp II, SG Highway, Ahmedabad 380015
Engineering and delivery center
Enterprise Software Engineering - Human + AI
Contact Us
Locations
Global Headquarters
21 Merchant Road, 3rd Floor, Singapore 058267
Main corporate office and leadership operations
North America Office
548 Market Street, PMB 12345, San Francisco, CA 94104
Client operations and business development
India Office
402 Shivalik Shilp II, SG Highway, Ahmedabad 380015
Engineering and delivery center
© 2026 - Copyright. All Rights reserved Oceanlab