Fraudulent order - how can I prevent delivery?

glabels · Post by **glabels** » 07 Jun 2019, 21:44

Hi,

Firstly apologies for the lengthy post, but need to explain my predicament in detail. I hope someone can give me some advice.

I received an order from a customer last week and dispatched promptly using special delivery. The customer missed the first delivery and then requested re-delivery but also missed that. Then yesterday they sent me an email saying that the item was showing as collected from local DO, but they had not collected it. I contacted Royal Mail and they advised that it was a mis-scan and looking at the tracking more closely it had been updated 10 minutes after collection showing item is still available for collection. I communicated this to the customer and they replied, thanking me for the customer service.

This morning when I checked tracking it was still available for collection. Then to my surprise I received a chargeback for the item in question for a fraudulent transaction from my payment processor. I assume the card holder did not authorise this payment.

I have contacted Royal Mail again and they confirmed that the item was still at the DO, as the tracking states. I then explained the situation and asked for the item to be sent back to sender but was told this was not possible.

So what are my options, if I wait for the item to be returned after the normal 18 days, by that time the fraudster could easily collect the item.

Is there anyway I can prevent the item from being given to the customer? Will going down to the delivery office help? Item is expensive and don’t want to be out of pocket and also lose the item.

Any advice is much appreciated

Thanks

Sir Henry · Post by **Sir Henry** » 07 Jun 2019, 21:51

securityhelpdesk@royalmail.com

They're our internal investigations branch but might be able to help you

Post by **Snaggletooth** » 08 Jun 2019, 07:40

labels wrote:... I received a chargeback for the item in question for a fraudulent transaction from my payment processor. I assume the card holder did not authorise this payment.

That's a pretty massive assumption, and without that assumption this is all just a mix up, not fraud. So how did you come to that conclusion? Have you asked the buyer?

glabels · Post by **glabels** » 08 Jun 2019, 08:41

That's a pretty massive assumption, and without that assumption this is all just a mix up, not fraud. So how did you come to that conclusion? Have you asked the buyer?

I hope it is all a mixup, but not really an assumption when the credit card company are claiming it has been reported to them as fraud and I can only go with that information. Have tried contacting customer and suddenly no response.

Also just checked tracking details this morning and it’s due to be re-delivered today, so not really hopeful of getting the item back.

Sir Henry - Thanks for the email, have sent them a message

k979aaa · Post by **k979aaa** » 09 Jun 2019, 05:08

What was the value of the item? did you opt for extra insurance on the said item? As for preventing delivery no chance once in the system it goes!

glabels · Post by **glabels** » 10 Jun 2019, 21:42

Sir Henry wrote:securityhelpdesk@royalmail.com

They're our internal investigations branch but might be able to help you

Sir Henry, a big thank you for the security help desk suggestion. Although they were closed on the weekend, I managed to get through to Central Postal Command, who managed to stop the package being delivered just in time and it has now been returned to sender. Although I needed to provide a crime reference and action fraud reference.

Sir Henry · Post by **Sir Henry** » 10 Jun 2019, 22:50

Great news! Glad I could be of help