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Possible Fraud Ticket TypesUpdated a year ago

Return to Sender

This type of fraud is more frequently observed in the UK/DPD, but it is not limited to these regions.

Customers may request a reshipment or refund because their orders were marked as Return to Sender (RTS) without our initiation. When validating the tracking history, you may notice that the package was delivered or picked up by the customer, but they returned it to a post hub (carrier’s shop), requesting a return to sender.

What to Expect:

  • The customer will claim that their order was Returned to Sender for a specific reason.

What to Look For:

  • Locate the order's tracking number and check the tracking history on the carrier’s website.

In these tickets, it is expected that the package was picked up and requested to be returned almost immediately using the same tracking number. See the image below:


 
 

How to Proceed:

  1. Inform the customer that we see the package was retrieved and returned on a specific date and that, per our process, we must validate order reception with the warehouse.
  2. If the tracking number indicates that the package has arrived at our warehouse, contact the corresponding warehouse to confirm its reception and validate the contents. Explain that the package was RTS using the same tracking number after being picked up.
  3. Allow 24 to 48 business hours for a response.
  4. If no response is received, cc Elena Mesonero and Robert Castaneda 
    • If no response is provided by the warehouse, Elena Mesonero, or Robert Castaneda after 72 business hours, escalate your ticket to your Team Leader (TL) to take over and keep track of it.
      • TLs: If you have any questions or doubts, contact your supervisor or management team.
  5. Do not process any refunds or replacements unless the warehouse confirms receipt of the items or approval is given by Leadership/Management.

Return for Refunds/Replacements

This includes, but is not limited to, purchases from authorized retailers such as John Lewis, Curry’s, etc. Fraudulent customers may request a warranty claim to return a device they do not possess. These returns often contain empty boxes or irrelevant materials such as stones, sand, or paper.

What to Expect:

  • The customer may claim they experienced a malfunction with their device, usually stating an overheating issue, and disposed of it for safety reasons.
  • The customer may say that the retailer kept the device and directed them to contact us.
  • The customer may follow up on a replacement status, even though the warehouse has not confirmed receipt of the item.

Red Flags: Identifying Possible Fraud Tickets:

  1. Check for duplicate or related tickets in Gorgias:
    • Similar email addresses.
    • Similar names.
    • Order numbers.
    • Shipping addresses.
    • Mixed information, such as mentions of different retailers or separate shipping addresses for the same ticket.
  2. Identify similar scenarios:
    • The customer reports the same issue as other tickets.
    • The customer claims to have disposed of the device.
    • The customer has more than one order with different retailers.
    • Look up the street name in Gorgias to locate other related tickets.
  3. Evaluate the number of items the customer is requesting a warranty for:
    • If the customer requests to return more than two items, direct them to the retailer.
    • Bulk orders (10+ items) should always be processed via the retailer, not the B2C team.
  4. Validate proof of purchase (POP):
    • If in doubt, request a screenshot of the email confirmation.
    • Look for inconsistencies such as overlapped words, blurring, dates, and device information.
    • Ensure the POP includes:
      • Device model.
      • Pricing.
      • Retailer name.
      • Date of purchase.
    • See an example below of a legitimate John Lewis POP vs. a fraudulent one.

A screenshot of a receipt Description automatically generatedA screenshot of a receipt Description automatically generated
 Validating Serial Numbers (SN):

  1. Look up the SN in Gorgias to identify if there are multiple tickets with the same SN from different customers.
  2. Ensure the SN corresponds to the device in question, considering when NPI models were released.
    • If the SN does not correspond to when the device was manufactured, service can be denied.
  3. Request a photo of the device with the visible SN to validate the item's possession.
  4. Request a video of the issue.
    • There may be different tickets with the same POP but different SNs or vice versa.

How to Proceed:

  1. Validate the information accordingly. If within warranty, proceed to create an RMA and a label for the customer to return their device. Follow the guidelines in the “How to Process a Warranty Request" article
  2. Educate the customer about our process, explaining that a replacement can only be provided once our warehouse confirms the reception of the returning order.
    • Customers may insist or argue for an exception, but if you suspect fraud, ensure reception confirmation before processing any replacement.
  3. Leave clear notes on the findings related to fraud attempts, using the template below:
    • Possible Fraud Reason (Suspicious activity).
    • Related to other fraud tickets (list of tickets).
    • Replacement should not be processed until the warehouse confirms package reception.
    • Provide precise details on why this is considered a fraud ticket, listing related names, orders, email addresses, etc.
  4. If identified as a possible fraud ticket, direct the customer to the retailer where they made the purchase for warranty replacement assistance.
    • Important note: Under UK law, consumers must go to the retailer. It is against the EU/UK law for retailers to deny service unless it is abuse or fraud.
    • Use the following script:

"We appreciate your response and all the details provided. Kindly be advised that upon reviewing your case with my team, we would like to ask you to please reach out to [Retailer’s name], the retailer through which you made your purchase. As the retailer, [Retailer’s name] is responsible for handling warranty claims or replacements for items sold through their store. It's important to note that you are required by law, as a consumer, to request assistance through the retailer from which the item was purchased. We thank you for your time and understanding."

Lost/Stolen Package Requests

When handling requests for lost or stolen packages involving multiple items of the same type, it is essential to raise a ticket for validation. In the past, we have experienced fraudulent requests leading to the reshipment of items tied to fraudulent orders.

Important to Note:

  • Customers may use various techniques to pressure you into processing a replacement to receive free items. Do not feel intimidated. Follow processes accordingly and escalate to the leadership team if needed.
  • When waiting for a resolution from the warehouse, use the following Fraud: Pending Resolution macro

Leadership Team:

  • If, after reviewing a ticket, you determine that the "red flags" identified by the agent are insufficient to classify it as a "possible fraud" ticket, leave a post on the ticket with your approval and a clear explanation of why the ticket is dismissed.
  • Verify order authenticity by contacting the retailer through their contact methods, such as their chat system, and requesting validation of the order number listed on the POP received.

 

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