Refund Fraud Schemes Promoted Online Are Costing Amazon and Other Retailers Billions

Refund fraud groups are exploiting lenient refund policies, resulting in significant losses for retailers like Amazon and prompting civil lawsuits and arrests. The scheme has become so pervasive that groups now market their services on Reddit, TikTok and Telegram. CNBC reports: Fraud groups are taking advantage of retailers' lenient return policies, experts told CNBC, which often include unlimited free returns and sometimes even a preference that customers keep the items. It's ballooned into a massive problem for retailers, costing them more than $101 billion last year, according to a survey by the National Retail Federation and Appriss Retail. The figure includes multiple forms of fraud, such as sending back clothing after it's been worn, known as 'wardrobing,' and returning shoplifted merchandise, the survey said.

In December, Amazon filed a lawsuit against Page and 47 other people across the globe with alleged ties to Rekk, accusing them of conspiring to steal millions of dollars worth of products in a refund fraud operation. Amazon described these services as 'illegitimate 'businesses'' that look to 'exploit the refund process for their own financial gain to the detriment of honest consumers and retailers who must bear the brunt of increased costs, decreased inventory, and service disruption that impacts genuine customers.' An Amazon spokesperson said the company is addressing the issue 'head on' through specialized teams and machine learning tools that detect and prevent refund fraud.

Here's how it works: A shopper buys a product online and sends the order information to a group such as Rekk, which then poses as the customer in requesting a refund. Amazon refunds the money to the customer, who then pays the fraud group usually between 15% and 30% of the refund amount, often via PayPal or with bitcoin. That means the customer ends up buying the product for what amounts to a huge discount. The fraud group then pays the conspiring employee at the retailer, typically a certain amount for a batch of packages the employee scans as returned.

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