Retailers say they are seeing a sharp increase in a type of return fraud in which consumers claim they never received their online orders even though they did.
The practice, known as “item not received” fraud, took off during the pandemic, when warehouses were backed up and carriers were overwhelmed by a surge in e-commerce orders. In some cases, consumers are hiring professional fraudsters, who market their services on social media and advertise refunds of as much as $20,000 at chains such as
“This type of fraud really skyrocketed with Covid-19,” said Dajana Gajic-Fisic, who heads e-commerce risk operations for Finish Line Inc. and the U.S. arm of
sellers of athletic shoes and apparel. Both companies are owned by JD Sports PLC. “There were a lot…