What is an item not received claim?

An item not received (INR) claim says an order never arrived. Many are genuine: packages do get lost or stolen. A fraudulent INR claim is filed on an order that was delivered, to get a refund or replacement while keeping the goods.

Fraudulent claims tend to repeat. The same person files again and again, often switching emails so each claim looks like a first.

Common variants

• Delivered, then denied. The package arrived, the buyer kept it, and claims it never came.

• Porch piracy cover. A real theft is used as a story on orders that weren’t stolen.

• Reused outbound label. The shipping label is cut out, stuck on another box and sent back as return-to-sender. Tracking keeps moving, so the order looks lost in transit and you reship.

Who it hits

Any merchant that refunds or reships on request, especially for high-value items and in areas with a lot of package theft.

What it costs

The refund or replacement, shipping it again, and the support time spent on each claim. If you refuse a genuine claim, the customer may file a chargeback instead.

How to prevent it

• Check delivery evidence first: photos, signatures and GPS scans.

• Look at claim history per person, across accounts and addresses.

• Require signature on delivery for high-value orders.

• Resolve trusted customers instantly and send repeat claimants to review.

FAQ

How do I tell a real lost package from a false claim?

Delivery evidence plus history. A first claim from a long-time customer is usually genuine. Repeat claims tied to the same identity are not.

Will denying claims lead to chargebacks?

Sometimes. Keep the delivery evidence so you can win the dispute if it comes.