Has your delivery been marked as “delivered” — but your customer says it never arrived?
You’re not alone.
Item not received (INR) claims are one of the most common and frustrating forms of online delivery fraud in e-commerce. While some cases are genuine (like mis-deliveries or parcel theft), others fall into the category of friendly fraud or deliberate package delivery fraud.
So how do you tell the difference — without damaging customer trust?
At SAMOS, we work with e-commerce businesses every day to navigate exactly this challenge. The key is simple: have a clear, consistent framework to assess every claim.
In this guide, we’ll walk you through:
- Common red flags in delivery fraud claims
- Behavioural patterns linked to friendly fraud
- Operational checks to protect your business
- Practical tips for fraud prevention in e-commerce
#Item Not Received (INR) Claims: Why You’re Right to Be Cautious
“Item not received” claims with confirmed delivery scans sit at the heart of modern e-commerce fraud.
And the stakes are high:
- Refund too quickly → you risk encouraging fraud
- Push back too hard → you risk losing a genuine customer
The good news? Fraud — especially friendly fraud — often follows patterns.
Here’s what to look for.
#Common Red Flags in Delivery Fraud Claims
While every case is different, certain behaviours show up again and again in e-commerce delivery fraud cases.
1. Vague or inconsistent details
- “I never got it” with no further explanation
- Avoids basic questions (e.g. checking with neighbours)
- Story changes over time
Genuine customers usually provide clear context.
2. Immediate demand for a refund
- Requests refund before any investigation
- Applies pressure: “I need this resolved today” “I’ll file a chargeback”
A common friendly fraud tactic is to rush your process.
3. Refusal to cooperate
- Won’t check with others in the household
- Won’t contact the carrier
- Ignores troubleshooting steps
Legitimate customers typically want to locate the parcel.
4. Aggressive or threatening tone
- Mentions chargebacks, legal action, or bad reviews early
This can be used to pressure quick refunds in online delivery fraud scenarios.
5. Repeated INR claims
- Multiple “item not received” claims across orders
- Pattern of refunds or replacements
One of the strongest indicators of e-commerce delivery fraud.
6. Suspicious delivery instructions
- “Leave behind bin / in porch / no signature”
- Followed by an INR claim
This creates plausible deniability — a classic package delivery fraud setup.
#Operational Checks: Protect Your Business with Evidence
When dealing with delivery fraud in e-commerce businesses, your first step is always to gather the facts.
1. Carrier delivery confirmation
Check for:
- GPS delivery coordinates
- Proof-of-delivery photos
- Signature (if required)
- Delivery time and date
GPS + photo = strong protection against false INR claims.
2. Address risk signals
Look for:
- Freight forwarders or reshipping hubs
- High-risk regions for fraud
- Slight variations in address across orders
3. Customer history
- Previous orders and claims
- Refund patterns
- Payment consistency
New customer + high-value order + INR claim = higher risk.
4. Order characteristics
Higher risk if:
- High-value items
- Easy-to-resell goods (electronics, fashion)
- Expedited shipping
5. Payment risk indicators
- AVS mismatches (Address Verification System)
- Billing vs shipping country differences
- Payment methods with weaker protections
#Behavioural Patterns: How Fraudsters React
In many friendly fraud cases, behaviour changes when friction is introduced.
For example:
- Ask for additional evidence → communication slows
- Request a police report → claim may be dropped
- Require a signed declaration → silence
Tip for fraud prevention: Structured processes naturally filter out fraudulent claims.
#Best Practices: How to Prevent Delivery Fraud in E-commerce Businesses
Here are proven best practices to reduce online delivery fraud:
1. Request signatures for high-value orders
This small step can significantly reduce fraud risk.
2. Use delivery photo confirmation
Choose carriers that provide proof-of-delivery images.
3. Set clear policies
Communicate upfront:
- “Delivered orders are subject to investigation before refund
- Customer cooperation is required
Clear expectations reduce friendly fraud attempts.
4. Build an internal risk system
Flag:
- Repeat claimants
- Suspicious addresses
- Known reshipping locations
5. Require a formal INR declaration
Ask customers to sign an Item Not Received (INR) affidavit.
Fraudsters often disengage at this stage.
6. Start with a carrier investigation
Instead of offering an immediate refund:
- “We’ve opened an investigation with the carrier”
This slows down fraud claims.
#What to Do Next: Balancing Fraud Prevention with Customer Trust
Remember: Not all “item not received” claims are fraudulent.
Genuine issues include:
- Mis-delivery
- Parcel theft (porch piracy)
- Carrier scanning errors
The goal isn’t to reject claims — it’s to filter risk without damaging customer relationships.
A simple approach:
- Start polite and helpful
- Introduce process gradually
- Stay consistent and professional
- Offer goodwill only when it makes business sense
Want all this information in an easy-to-follow format? Download our guide.
#Need Help Preventing Delivery Fraud?
At SAMOS, we help e-commerce businesses stay ahead of delivery fraud, streamline operations, and protect their margins — without compromising customer experience.
If you’d like:
- Practical fraud prevention strategies
- Customer communication suggestions
- Expert advice on handling INR claims
Get in touch with our team.
We’re here to keep shipping simple — and take the stress out of logistics, including delivery fraud.
