Fraud & Risk

Refund Fraud: How Retailers Can Fight Back

Stuart Mann & Andrew Mortland -- Accertify


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Due to the pandemic, there has been a huge growth in e-commerce sales. Retailers are working overtime to ensure all packages are shipped correctly and received in a timely manner by the consumer. Couriers have seen delivery numbers, usually only witnessed at peak periods of the year, constant over the last 12 months.

Naturally some packages get lost in transit; whilst some are stolen by “porch pirates” – individuals driving around a neighbourhood looking for packages left outside front doors. Customers are calling up retailers claiming they have not received their package. This is referred to by several different acronyms – INR (Item Not Received); MNR (Merchandise Not Received) and DNR (Delivery Not Received). No matter what a retailer calls it, they are all asking the same question: Are these claims genuine or as a retailer, are we being exploited by a new emerging threat? Refund as a Service fraud.