Incident Response and Aftercare Protocol
When a customer loses crypto-assets, the window to freeze the funds closes in hours. We provide immediate help by validating the incident, tracing the stolen assets, delivering an Initial Tracing Report (ITR), and filing freeze requests across the relevant networks and databases, all within 24 hours of intake. Your customer gets answers, evidence, and action, while your institution delivers a professional response that helps protect customer satisfaction, trust, and reputation.
The Problems It Solves
Fast action protects clients
The chance of a freeze drops with every passing hour. Recoveris delivers exactly what those hours demand: fast, accurate blockchain tracing, coordination with the VASPs that received the funds, blacklisting of the stolen assets and direct liaison with law enforcement.
A response that protects your reputation
When a client loses their assets, what they remember is whether anyone helped. Genuine support turns a painful incident into lasting trust, and regulators notice too. Aftercare lets you stand by your clients without carrying the cost of building the capability yourself.
How We Measure Success
Customer Experience
The quality and speed of support provided to your customers, measured through customer satisfaction.
Operational & Regulatory Resilience
Your ability to demonstrate a fast, consistent and documented response to customer asset-loss incidents.
Asset Protection
Our ability to trace stolen assets, secure successful freezes and, where possible, support their eventual recovery.
Included in every case
Verification & Validation
Review and validation of the incident and evidence collected from the affected customer via the online reporting platform provided by Recoveris.
Initial Tracing Report
High-level tracing of the stolen assets, summarized in a standardized Initial Tracing Report (ITR), identifying relevant VASPs and unhosted wallets, with graphs and supporting transaction data.
Immediate Blacklisting
Blacklisting of identified stolen assets and addresses across relevant databases, analytics platforms and industry networks available to Recoveris.
VASP Outreach & Freeze Requests
Immediate outreach to identified VASPs receiving assets and requests to freeze them.
Ongoing Monitoring
Monitoring of relevant unhosted wallets across the agreed case life, including actioning of up to one subsequent movement of assets through additional tracing, blacklisting and VASP outreach.
Victim Support
Professional, multilingual support throughout the process, including guidance on next steps required for law-enforcement engagement where appropriate. Languages covered are English, Spanish, Italian, German, Polish, Russian, Mandarin.
Enhanced Law-Enforcement Engagement OPTIONAL
Victim-Led Law-Enforcement Engagement
Recoveris provides victims with an Initial Tracing Report and can guide affected customers to the appropriate law-enforcement reporting platform. Recoveris does not independently notify law enforcement on your behalf.
Reporting on behalf of Victims
Recoveris can submit victim reports via the respective law-enforcement authorities’ platform or submission form (e.g IC3.gov in the US). Note, this is dependent on the respective jurisdictional procedure. Optionally, it can also only be conducted for key markets and where the possibility exists (e.g. US).
Direct Law-Enforcement Coordination
Recoveris can provide additional direct coordination with law-enforcement authorities under an agreed protocol, in coordination with your team, and where appropriate in the relevant jurisdiction.
A dedicated environment for your cases
You have visibility into every case through your dedicated environment within the Recoveris Platform. Recoveris will also provide:
Monthly Performance Summary
A consolidated view of case volumes, response times, tracing and freeze outcomes, customer experience and relevant intelligence identified during the programme.
Programme Results & Recommendations Report
At agreed intervals, Recoveris provides a consolidated assessment covering:
- cases processed and Service Level Agreement (SLA) performance;
- assets traced and destinations identified;
- freeze requests and successful freezes;
- total value of assets frozen;
- customer satisfaction;
- relevant law-enforcement escalations;
- recurring wallets, counterparties and fraud patterns identified across cases; and
- recommendations for expanding coverage and capacity.
Recoveris Platform for Case Intake
In the Recoveris Aftercare Protocol, case management and customer communication take place through the Recoveris Platform, in a dedicated front-office environment for your customers.
Awareness Campaigns & Training
Recoveris team includes digital asset experts for OSCE where we train law enforcement professionals and prosecutors in 11 countries, we run advanced annual training curriculum for national law enforcement units or we train executive managers at reputable universities including University of Cambridge or Frankfurt School of Finance. Moreover, reporting from the front of the scam industry, we create awareness campaigns which our customers deploy for team members, clients and other stakeholders.
Proven investigative capability
Recoveris combines experts in blockchain investigations and former Law Enforcement agents, proprietary technology and established industry relationships to provide rapid, coordinated response across jurisdictions. Our team trains law enforcement units and the private sector globally. We are active members of many key public private partnerships and are the architects of the World’s First Incident Response and Aftercare Program for Digital Assets.
190+ VASP & Response Networks
Direct compliance relationships and access to 190+ VASPs through VerifyVASP, reinforced by IVAN, Operation Crypto Shield, Crypto Defenders Alliance and ICC FraudNet, enable rapid freeze escalation.
7+ Blockchain Analytics Platforms
Multi-provider blockchain analytics allow findings to be verified across the leading commercial data bases as well as Recoveris’ proprietary data. We cross-verify across 7+ analytics platforms.
Proven Law-Enforcement Outcomes
Recoveris works with law-enforcement authorities across multiple countries to secure freezes and support recovery. In a Swiss investment-fraud case, our tracing and coordination helped freeze and return USD 10.5M to the victim.
24/7/365 Coverage & Multilingual Support
Recoveris runs operations around the clock, supporting customers in English, Spanish, Italian, German, Polish, Russian and Mandarin.
Scale the Volume, Expand the Value
With a critical mass of cases across your operations, additional value-added can be explored, including:
How to Access
Managed, in-house or hybrid. Redirect victims to our secure platform or connect by API for automated intake. Engage per case or retain us on an ongoing mandate.
Case Study
Problem
A cryptocurrency exchange needs a scalable solution to support hundreds of monthly theft victims in order to maintain a high standard of customer protection and trust.
Solution
Recoveris can deploy a rapid response protocol, delivering the following within 24 hours: case validation, tracing, blacklisting, report drafting and informing VASPs and Law Enforcement Agencies.
Results
Freezing
Success Rate
Comprehensive
Incident Resolution
Customer
Experience Rating
No-Friction Implementation:
Designed for near-zero operational overhead. Partners can seamlessly redirect victims to our secure platform for end-to-end case management or establish a direct API connection to our systems for automated data retrieval and autonomous incident response.
Trusted by global institutions
Member of elite associations
FAQ
What is the Recoveris Aftercare Protocol?
A managed-service protocol for exchanges, VASPs, financial institutions, and law enforcement handling crypto theft incidents. We validate the incident, trace the stolen assets, file freeze requests across our 150+ VASP network, and deliver a law enforcement-grade report within 24 hours of intake.
How fast do you respond after an incident?
The Initial Tracing Report is delivered within 24 hours. Freeze requests are filed in parallel, often within hours of receiving the data, because the freezing window for stolen crypto closes quickly once funds reach a VASP that can move them onward.
What kind of results does the Aftercare Protocol deliver?
Our deployments run a 24-hour incident resolution turnaround, a very high freezing success rate on cases where freezing was the appropriate enforcement path, and customer experience scores that consistently rank among the best in the partner’s support operation.
How is the Aftercare Protocol deployed?
Three deployment models. Managed service, where Recoveris operates the full workflow on the client’s behalf. In-house deployment, where the client runs the protocol internally to meet regulatory requirements, with Recoveris training and consulting support. Or a hybrid, where parts run internally and parts run with us, depending on case complexity and internal capacity.
Who is the Aftercare Protocol for?
Aftercare is designed for crypto exchanges and other VASPs, banks and financial institutions, and law-enforcement agencies. Within these organizations, it is typically used by customer-support, fraud, compliance, security, financial-crime, and investigations teams.
Strengthen customer trust with aftercare
Transform customer support into a competitive advantage. Deploy rapid response capabilities that mirror traditional finance protection standards while positioning your platform as the most trusted in the market.
Contact our team