How to Prevent Delivery Fraud in E-commerce | SAMOS [SAMOS e-commerce LTD](/)Open main menu Search Services Pricing Resources Blog [ Login ](https://connect.samos-e.com/login) How to Prevent Delivery Fraud in E-commerce =========================================== Item not received (INR) claims are a growing challenge for e-commerce businesses. In this guide, SAMOS shares practical tips to prevent delivery fraud, identify friendly fraud, and handle package delivery fraud with confidence, so you can protect your business without losing customer trust ![Picture of Simon Perkins](https://samos-e.com/storage/129/conversions/TBA41DHHU-UB8G6TW2C-a6e01c7f48ad-512-main.jpg) Simon Perkins Commercial Director at SAMOS - [How to Prevent Delivery Fraud in E-commerce Businesses](#content-how-to-prevent-delivery-fraud-in-e-commerce-businesses) - [Item Not Received (INR) Claims: Why You’re Right to Be Cautious](#content-item-not-received-inr-claims-why-youre-right-to-be-cautious) - [Common Red Flags in Delivery Fraud Claims](#content-common-red-flags-in-delivery-fraud-claims) - [Operational Checks: Protect Your Business with Evidence](#content-operational-checks-protect-your-business-with-evidence) - [Behavioural Patterns: How Fraudsters React](#content-behavioural-patterns-how-fraudsters-react) - [Best Practices: How to Prevent Delivery Fraud in E-commerce Businesses](#content-best-practices-how-to-prevent-delivery-fraud-in-e-commerce-businesses) - [What to Do Next: Balancing Fraud Prevention with Customer Trust](#content-what-to-do-next-balancing-fraud-prevention-with-customer-trust) - [Need Help Preventing Delivery Fraud?](#content-need-help-preventing-delivery-fraud) 23rd April 2026 Updated 16 hours ago Share this article - [Share on Facebook]() - [Share on WhatsApp]() - [Share on LinkedIn]() - Copy Link [\#](#content-how-to-prevent-delivery-fraud-in-e-commerce-businesses "Permalink")How to Prevent Delivery Fraud in E-commerce Businesses --------------------------------------------------------------------------------------------------------------------------------------- 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**](https://www.bbc.co.uk/news/articles/c9vjk3ezyjeo) or deliberate package delivery fraud. So how do you tell the difference — without damaging customer trust? At [**SAMOS**](https://samos-e.com), 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 [\#](#content-item-not-received-inr-claims-why-youre-right-to-be-cautious "Permalink")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. [\#](#content-common-red-flags-in-delivery-fraud-claims "Permalink")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.* [\#](#content-operational-checks-protect-your-business-with-evidence "Permalink")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 [\#](#content-behavioural-patterns-how-fraudsters-react "Permalink")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.* [\#](#content-best-practices-how-to-prevent-delivery-fraud-in-e-commerce-businesses "Permalink")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.* [\#](#content-what-to-do-next-balancing-fraud-prevention-with-customer-trust "Permalink")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. [\#](#content-need-help-preventing-delivery-fraud "Permalink")Need Help Preventing Delivery Fraud? -------------------------------------------------------------------------------------------------- At [**SAMOS**](https://samos-e.com), 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**](https://samos-e.com/contact-us) with our team. We’re here to **keep shipping simple** — and take the stress out of logistics, **including delivery fraud**. ![Picture of Simon Perkins](https://samos-e.com/storage/129/conversions/TBA41DHHU-UB8G6TW2C-a6e01c7f48ad-512-main.jpg) Simon Perkins Commercial Director at SAMOS - [How to Prevent Delivery Fraud in E-commerce Businesses](#content-how-to-prevent-delivery-fraud-in-e-commerce-businesses) - [Item Not Received (INR) Claims: Why You’re Right to Be Cautious](#content-item-not-received-inr-claims-why-youre-right-to-be-cautious) - [Common Red Flags in Delivery Fraud Claims](#content-common-red-flags-in-delivery-fraud-claims) - [Operational Checks: Protect Your Business with Evidence](#content-operational-checks-protect-your-business-with-evidence) - [Behavioural Patterns: How Fraudsters React](#content-behavioural-patterns-how-fraudsters-react) - [Best Practices: How to Prevent Delivery Fraud in E-commerce Businesses](#content-best-practices-how-to-prevent-delivery-fraud-in-e-commerce-businesses) - [What to Do Next: Balancing Fraud Prevention with Customer Trust](#content-what-to-do-next-balancing-fraud-prevention-with-customer-trust) - [Need Help Preventing Delivery Fraud?](#content-need-help-preventing-delivery-fraud) 23rd April 2026 Updated 16 hours ago Share this article - [Share on Facebook]() - [Share on WhatsApp]() - [Share on LinkedIn]() - Copy Link Who is SAMOS? ------------- SAMOS is parcel logistics company based in London, specialising in creating and engineering customer-focussed e-commerce parcel delivery and returns solutions. [Find out more about SAMOS ](/about-samos) What our customers are saying ------------------------------ SAMOS customers had difficulties shipping into the EU and beyond - until they found SAMOS. [Read more about our customers ](/customer-stories) How to contact SAMOS -------------------- Need more help or do you have any questions for us? Talk to us Why not try shipping with SAMOS? -------------------------------- Request a demo to learn more about how SAMOS can help you ship directly to your customers. 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