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Order Claims: A Growing Source of Ecommerce Fraud

When it comes to retail consumer fraud, most ecommerce and omnichannel retailers focus primarily on preventing chargeback-related fraud. However, with the growth in online shopping, ecommerce retailers are now recognizing a type of fraud that has, quite possibly, even more impact on the bottom line. Claims fraud, a.k.a. refund fraud, can be as costly as chargebacks for some retailers.

When handling a legitimate “did not arrive”/“item not received”/”order not delivered” claim, appeasements and reshipments go a long way toward protecting the retailer’s relationship with the consumer. However, customer service representatives may find it difficult to determine which cases are legitimate and which are possibly fraudulent.

Learn how to protect your profits from claims fraud, including customer appeasement fraud, reshipment fraud, and item not received fraud, and estimate your risk exposure.

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