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In this paper, the decision-making processes of victims during ransomware attacks were analysed. Forty-one ransomware attacks using qualitative data collected from organisations and police officers from cybercrime units in the UK were examined. The hypothesis tested in this paper is that victims carefully analyse the situation before deciding whether to pay a ransom. This research confirms that victims often weigh the costs and benefits of interventions before making final decisions, and that their decisions are based on a range of reasons. As ransomware attacks become more prevalent globally, the findings should be highly relevant to those developing guidance and policies to prevent or minimise ransom payments.