Fraudster differences between valid and denied claims

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Question:

So, if my customer initiated the Zelle transfers to bad guy- is the customer liable? Bad guy calls our customer, states to be from the bank, has the customer login to their online banking and the customer is the one who is sending funds...who is pushing the submit button...is this the customer loss?

Answer:

If your customer did the transfer, they are liable under the current rules. The
bad guy persuaded them to send them money, perhaps to “reverse” a fictitious transfer
whereby the bad guy actually gets the money, that’s a deniable claim.
If the bad guy gets your customers logon credentials and makes the transfers, that’s a
valid claim. The customer did not do the transfer and did not authorize it.