Refund fraud, from the packing table to the return

Articles by stage of the order

1. At packing

   What you record before the box leaves.

   • Empty box claims: what to record before the box leaves your warehouseWhen a customer says the box arrived empty or something was missing, the answer is usually in records you either kept or didn't. What to capture at packing time.2 minute read

2. At the door

   When tracking and the customer disagree.

   • Tracking says delivered, the customer says it never came. What to check before you refundA checklist for "delivered but not received" claims: what the carrier's records can show, what honest mix-ups look like, and when a claim deserves a closer look.3 minute read

3. In your inbox

   When the claim arrives.

   • Ask for a police report on stolen-package claims, and check that it's realA police report puts the customer's story on record with the police. Why that stops false claims, and how to check a report is real.3 minute read
   • How paid refund services work, and the signs a claim came from oneSome refund claims are filed by people paid to file them. What these services sell, what they charge, and what their claims tend to look like from the store's side.3 minute read

4. At the bank

   When the customer disputes the charge.

   • "Item not received" chargebacks: what evidence actually helpsWhen a customer tells their bank a delivered order never arrived. What the card networks ask for, what tends to persuade, and what to collect before a dispute ever comes in.3 minute read

5. On the way back

   When a return is part of the claim.

   • FTID return fraud: when tracking says the return arrived and it didn'tHow fake tracking ID (FTID) return fraud looks from a store's side, why refunding on a "delivered" scan is the weak point, and what to check before you refund a return.2 minute read