Increasing trend of online shoplifting

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Seller_W8o1StSgP2vtp

Increasing trend of online shoplifting

Dear fellow Amazonians

Please can I ask for some advice on how you deal with the increasing trend of online fraud, deceipt, shoplifting. … whatever you want to call it. I am at my wits end, mainly with the following:

Tracked delivered but missing…I do not have my item despite the tracking showing GPS map matching the address or I live in a flat and it was not delivered to me.

Missing items but present… I ordered 100 items but only got 75 despite our pre-dispatch photos, weight checks etc. showing all items present.

I do appreciate that some of these buyers are genuine but on the ones where you 100% know that they are trying to deceive you, what action do you take?

The reason why I ask is that I have a missing item one on the go at the moment and it is a costly one - we can actually remember packaging the item and have 8 photos of every step of the process (we had a feeling it was going to be a problem order). Buyer is claiming to have only received 3/4s of the order which we 100% know to be untrue. Been on to seller support but the usual airy fairy response - it’s up to you if you refund him (why would I want to if the buyer is lying?) - show your evidence to back up an A-Z (you know they will file in the buyer’s favour!)

What action to take? I feel like setting up an SAS group (Sellers against scammers haha) as it’s so unfair when the margins are so small!

Thank you

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Seller_7VbclcPFFRTnc

it absolutely sucks but you have to cost it into your figures just as a bricks and mortar shop would

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Seller_DTufFoxJuMU0M

I think there’s not a lot you can do unfortunately.

I’ve heard of people with CCTV watching the packing that they can then send to the customer, but a customer who knows their rights will stand their ground and insist the items are still missing.

As Bonchoix says, work out how many are actually complaining (honestly or not) and decide if its worth it for you to carry on with that line.

I was feeling very deflated after about 12 messages over the last couple of days about items posted 29th/30th/4th and was having a bit of a moan to my business partner that next year we should just shut online down over that period.

However when you realise that there were over 300 orders posted for that time period, suddenly 12 complaints don’t seem that bad, especially as some were willing to wait and their orders eventually arrived, yes I’m sure I refunded a few that had their orders and knew I couldn’t track it but thats a cost of business.

Take a step back, look at the big picture, work out some costs/profits, see if its worth it for you or not. You won’t stop them, I had a customer in the shop earlier who bought 3 cards, for all I know she could have stole 4, even with CCTV if they want to steal they’ll find a way…its a cost of doing business anywhere unfortunately

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