Refunds

Detecting Fraudulent 'Delivered' Claims with Fetch Data

A common pain point for dropshippers is the 'delivered, but not received' scam. A buyer opens an eBay claim stating they never received an item, despite tracking showing it was delivered. Without robust data, you're often forced to refund, eating the cost of the item and shipping. Fetch Order Tracking provides the data points necessary to identify and challenge these fraudulent claims, protecting your bottom line.

The Anatomy of a Fraudulent 'Delivered' Claim

Fraudulent claims typically follow a pattern:

1. An order is placed on eBay.
2. The AliExpress order is shipped and tracking indicates successful delivery.
3. The buyer opens an eBay 'Item Not Received' (INR) case, sometimes days or even weeks after delivery.
4. The buyer insists they never received the package, despite valid tracking.

Your goal is to quickly identify these claims and present eBay with irrefutable evidence from your Fetch data to avoid an automatic refund.

Key Fetch Data Points for Detection

Fetch integrates directly with your AliExpress orders and populates your Google Sheet with critical tracking information. When a buyer opens an INR case, cross-reference their claim with these specific fields:

1. order_status: Confirming Order Completion

The order_status field reflects the overall state of the AliExpress order. For delivered items, you should see FINISH or BUYER_ACCEPT_GOODS. If the buyer claims non-receipt, but this field indicates completion, it's an immediate red flag.

• Expected for delivered: FINISH, BUYER_ACCEPT_GOODS
• Red flag if: Buyer claims non-receipt but order_status is FINISH.

2. logistics_status: The Delivery Confirmation

This is your primary defense. The logistics_status field provides the detailed tracking status from the carrier. For successful deliveries, you'll see DELIVERED.

• Expected for delivered: DELIVERED
• Action: If logistics_status is DELIVERED, extract the associated tracking number and carrier from Fetch. This is what you provide to eBay.

3. delivery_time: When It Was Delivered

The delivery_time field (or gmt_delivered depending on your Fetch setup) provides the exact timestamp of delivery. Compare this to when the buyer opened their claim. A significant delay between delivery and claim can sometimes indicate a buyer testing the waters.

4. end_reason: Why the Order Ended

The end_reason field clarifies why an order reached its final state. For legitimate deliveries, this might be blank or indicate successful completion. If it states something like 'Buyer confirmed receipt' (even if not directly in this field, but inferred from order_status), it strengthens your case.

The most critical data point is logistics_status: DELIVERED combined with the associated tracking number. This is the empirical evidence eBay requires to side with sellers in INR cases.

Workflow for Challenging a Fraudulent Claim

When an eBay INR case is opened:

1. Locate the order in your Fetch Sheet: Use the eBay order ID or buyer's name to quickly find the corresponding AliExpress order.
2. Verify logistics_status: Confirm that the logistics_status field shows DELIVERED.
3. Retrieve Tracking Details: Copy the full tracking number and the name of the shipping carrier from your Fetch data.
4. Respond to the eBay Case:
   • In the eBay resolution center, select 'Provide tracking information'.
   • Paste the tracking number.
   • Select the correct shipping carrier (e.g., USPS, FedEx, Royal Mail, etc., as identified by Fetch data).
   • Add a brief, professional message stating the item was delivered to the address provided by the buyer, referencing the tracking.
5. Monitor the Case: eBay will review the tracking information. If it confirms delivery to the buyer's address, the case should be closed in your favor.

Advanced Scenarios and Proactive Measures

Repeated Claims from the Same Buyer

Fetch allows you to easily filter and sort orders by buyer. If you notice a buyer has a history of INR claims that were closed in your favor due to valid tracking, this is a strong indicator of fraudulent activity. You might consider blocking such buyers from future purchases if eBay's policies allow, or at least flagging their orders for extra scrutiny.

Carrier-Specific Delivery Issues

While less common with fraudulent claims, genuine 'delivered but not received' can happen due to carrier errors (e.g., misdelivery to a neighbor). Fetch's detailed tracking allows you to see the carrier used. If you suspect a legitimate issue, you can sometimes contact the carrier directly with the tracking number to initiate an investigation, though this is rare for dropshipped items.

Integrating with Refund Detection

Fetch's refund detection capabilities (e.g., monitoring gmt_refund, refund_status) are primarily for AliExpress refunds. However, understanding your AliExpress refund history in conjunction with eBay disputes gives you a holistic view of your profitability and problem areas. A buyer who successfully claims non-receipt on eBay and then also tries to get a refund from AliExpress is a clear fraud indicator.

By systematically leveraging the delivery data provided by Fetch Order Tracking, you can effectively combat fraudulent 'delivered' claims, saving yourself significant losses and countless hours of frustration. This proactive data-driven approach is essential for maintaining profitability in high-volume dropshipping operations. Learn more about Fetch's full capabilities at Fetch Order Tracking.

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