Confidence behind every refund
When tracking says delivered and the customer says it never came, we go through the evidence and tell you whether the refund is owed. For online stores with average orders over $100.
Free for up to 50 past claims.
Order 48213
$640.00
Example claim
Out for delivery
Mon 8:12 AM
Delivered, front porch
Mon 11:06 AM
Customer: “It never came.”
Tue 9:40 AM
- Checks out: Delivery photo shows the box at the right front door
- Checks out: Delivery scan 40 ft from the shipping address
- Concern: Third “never arrived” claim from this address since June
Delivered to the right door. The pattern says this one isn't a lost package.
Recommend deny
- refund dollars on “never arrived” and missing-item claims were abusive
- Nearly 1 in 4
- refund dollars on “never arrived” and missing-item claims were abusive. Riskified, 1M+ claims at three large retailers, 2024
- of each refund goes to the paid services that file fake claims for customers
- 13 to 30%
- of each refund goes to the paid services that file fake claims for customers. Universities of Portsmouth, QUT, Bristol and Surrey, 2025
What we review, and how we check it
“It never arrived”
The carrier says delivered and the customer says it never came. It's the most common refund claim, and the one where honest mistakes and practiced stories look the most alike.
We compare the carrier's delivery photo and scan location with the shipping address, look for the address and email in past claims, and only ask the buyer for their side when the evidence doesn't settle it.
What to check before you refund oneGood customers get left alone
Most claims are honest. When the evidence checks out, you can refund right away without asking a real customer to prove anything.
Empty box or missing items
Using the packed weights and packing photos you share, we compare what left your warehouse with what the carrier recorded.
Read more about empty box or missing itemsDelivery chargebacks
When the order arrived and the customer told their bank it didn't, we write the delivery evidence up as one finding you can send with your response.
Read more about delivery chargebacksPaid refund services
Some claims are filed by someone the customer paid. We look for reused wording, addresses that repeat across claims, and the methods these services are using now.
Read more about paid refund services
How a review works
Start with claims you've already paid out. We only talk about ongoing work if the review was worth it to you.
Step 1
Send the claims you have
A CSV from the last 6 to 12 months, up to 50 claims, with order and tracking numbers, addresses and what the customer reported.
Step 2
We check the evidence first
Delivery photos, scan locations, tracking, weights and repeat addresses. Honest customers aren't contacted when the evidence already backs them up.
Step 3
You get a finding on each claim
Which ones were worth denying, the order value behind them, and a quote only if you want reviews to continue.
What refunds cost you now
A refund on a $100 order is usually worth a second look. Put in your own numbers.
- Monthly refund claims:
- 16
- Monthly refund cost:
- $4,000
How much of that was worth denying is what the free review finds out. The calculator doesn't guess a savings rate.
Start with a free review
- Up to 50 claims from the last 6 to 12 months
- A written finding on each one
- Which were worth denying, and the order value behind them
- A quote only if you want reviews to continue