'Ice cream too cold'

[ggmopa]

'A cake shop owner says she has been left more than £1,000 out of pocket thanks to a series of fake complaints by Just Eat users.

One customer was given 44 refunds totalling more than £1,000 for food they claimed had not been delivered – and other customers allegedly managed to secure refunds totalling about £600 after claiming the ice cream they had ordered was cold.

Andrea Blow, who runs Scunthorpe-based Cakes by Andrea, said Just Eat had now agreed to pay her about £300 – but she still faces a shortfall of hundreds of pounds.

A spokesperson for Just Eat said: "We will always investigate claims and, where appropriate, reimburse restaurant partners for any fraudulent activity."'

Source - https://www.bbc.co.uk/news/articles/cz609qw4e30o

What steps can be taken to protect your business from this type of fraud. Any idea?

 

[t2van]

You can't. No matter the price point you ALWAYS get them.

The last 3-4 years it's gotten worse. I don't know if it's a sign of the times or a specific generational thing (age or customer type) but it's stupid.

We used to get 100s of people weekly complain about "missing orders"

We took the steps that anything over £5 we would send recorded or tracked* it cost and eats into profits a little but vs sending out the same order twice and paying for tracked the second time around it works out more cost effective.

Now when a customer complains about not having the item we send a canned response with the tracking number included (regardless if the customer paid for that option or not) with proof of delivery - note not all postal workers scan so sometimes its hard work

Since we done that Id say that kind of "not had it fraud" has cut down 95% as soon as we show proof we get the same old replies from people. Oh it was under post, my partner took it in, the child had it and so on.

If we get the same type of email twice from a customer we block them ordering again. It's just not worth it.

*as of 12 months ago you can track pretty much all post now via Royal Mail

 

[payal23j]

As a title says.. ICE CREAM is COLD.. Not single CREAM is COLD.

 

[UnusualSubstance]

You can't. No matter the price point you ALWAYS get them.

The last 3-4 years it's gotten worse. I don't know if it's a sign of the times or a specific generational thing (age or customer type) but it's stupid.

We used to get 100s of people weekly complain about "missing orders"

We took the steps that anything over £5 we would send recorded or tracked* it cost and eats into profits a little but vs sending out the same order twice and paying for tracked the second time around it works out more cost effective.

Now when a customer complains about not having the item we send a canned response with the tracking number included (regardless if the customer paid for that option or not) with proof of delivery - note not all postal workers scan so sometimes its hard work

Since we done that Id say that kind of "not had it fraud" has cut down 95% as soon as we show proof we get the same old replies from people. Oh it was under post, my partner took it in, the child had it and so on.

If we get the same type of email twice from a customer we block them ordering again. It's just not worth it.

*as of 12 months ago you can track pretty much all post now via Royal Mail

Now try using Evri.

Most parcels end up 3 miles down in an alleyway.

 

[t2van]

Now try using Evri.

Most parcels end up 3 miles down in an alleyway.

To be fair we never had a problem with them (touch wood)

I think they get a bit of a bad rep some of the missing parcels are down to the person entering an address.

The amount of issues we get with people not knowing how to enter an address correctly is unbelievable

 

[ggmopa]

You can't. No matter the price point you ALWAYS get them.

The last 3-4 years it's gotten worse. I don't know if it's a sign of the times or a specific generational thing (age or customer type) but it's stupid.

We used to get 100s of people weekly complain about "missing orders"

We took the steps that anything over £5 we would send recorded or tracked* it cost and eats into profits a little but vs sending out the same order twice and paying for tracked the second time around it works out more cost effective.

Now when a customer complains about not having the item we send a canned response with the tracking number included (regardless if the customer paid for that option or not) with proof of delivery - note not all postal workers scan so sometimes its hard work

Since we done that Id say that kind of "not had it fraud" has cut down 95% as soon as we show proof we get the same old replies from people. Oh it was under post, my partner took it in, the child had it and so on.

If we get the same type of email twice from a customer we block them ordering again. It's just not worth it.

*as of 12 months ago you can track pretty much all post now via Royal Mail

Honestly, in this kind of situation i'd try to get Cifas or some organisation like that involved. 44 chargebacks from the same person in insane lol. One marker against your name for fraud and your credit history and personal finance services are basically toast.

 

[t2van]

Honestly, in this kind of situation i'd try to get Cifas or some organisation like that involved. 44 chargebacks from the same person in insane lol. One marker against your name for fraud and your credit history and personal finance services are basically toast.

Well there is a "rumor" that big high street brands secretly share customers who constantly buy and return clothing.

So prices are either inflated or they are flagged on an internal system for abuse of the buy and return system.

Sowething like that would be a better system.

Did that company have 44 charge backs from the same person? They should have banned them as a customer long before it got to 5!

 

[polecat]

Having a confident bank can fix it.

Using secure payment provider helps as well.

 

[t2van]

Having a confident bank can fix it.

Using secure payment provider helps as well.

How?

None of that protects you from charge backs in a customer first world..

 

[ggmopa]

Now try using Evri.

Most parcels end up 3 miles down in an alleyway.

They left mine in my next door neighbours recycling bin once - aka self-signed and stored in a 'safe' place