Refund fraud schemes promoted on TikTok, Telegram are costing Amazon and other retailers billions of dollars
A UPS seasonal worker delivers packages on Cyber Monday in New York on Nov. 27, 2023.
Stephanie Keith | Bloomberg | Getty Images
Just before midnight on May 4, 2023, police were called to an Amazon warehouse in Chattanooga, Tennessee, to investigate a reported theft.
They were met by a loss prevention employee, who directed them to a warehouse worker named Noah Page, the suspected culprit, according to a police report of the incident that was obtained by CNBC.
When confronted by police, according to the report, Page admitted that he’d marked a customer’s order in Amazon’s internal system as returned even though the products were never actually sent back to the company. Page received $3,500 for his part in the scheme, the report said.
Page didn’t know the customer but had chosen to call him “Ralph,” the report said. Ralph, it turned out, was part of a group named Rekk, an expansive refund fraud organization that targeted major retailers and recruited company employees by promising them a cut of the profits, Amazon alleged in a lawsuit.
Refund fraud, which involves tricking retailers into refunding a customer for a purchase without an item being physically returned, has become so pervasive that groups now market their services on Reddit, TikTok and Telegram. Type in “refund method” — or “r3fund,” to skirt content moderators — on TikTok and videos will pop up of users showing off piles of cash, sneakers and iPhones. One video has the caption, “me after realizing you can get a refund on any Rick Owens if the ‘package never came,'” referring to the minimalist fashion brand. The clip shows a hand endlessly tossing shoes to the ground.
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.”
Amazon also suffered more than $700,000 in losses at the hands of another alleged fraud ring in which 10 people were indicted last year, according to documents from a suit filed in 2023.
Robots transport goods to the employees in warehouse at Amazon fulfillment center in Eastvale on Tuesday, Aug. 31, 2021.
the Riverside Press-enterprise | Medianews Group | Getty Images
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. Amazon says its work with law enforcement has led to arrests, the dismantling of organized retail crime groups and civil lawsuits.
“We continue to make progress in identifying and stopping fraud before it happens, as well as dismantling the groups that attempt to damage the integrity of our store and the stores of retailers across the retail industry,” the spokesperson said in a statement.
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.
Retailers and law enforcement agencies are catching onto the trend. In September, a 25-year-old man in Michigan, Sajed Al-Maarej, was arrested and charged with conspiracy, wire fraud and mail fraud after he allegedly ran a return fraud service called Simple Refunds that targeted more than 50 retailers. The following month, 10 men were indicted in Oklahoma, charged with conspiracy to commit wire fraud for allegedly operating a refund fraud service named Artemis Refund Group. And a 24-year-old U.K. man was convicted of fraud in December after running the KeptSecrets refund service, which targeted retailers including Amazon, Walmart and Wayfair, according to court documents.
Following the Rekk scheme, Page was arrested when police showed up at the Chattanooga warehouse in May, and he was charged with theft of property worth more than $60,000. He pleaded guilty and was sentenced in November to three years of probation, as well as ordered to pay Amazon $5,000.
Page didn’t respond to requests for comment.
A thriving refund fraud market
For every refund fraud service shut down by law enforcement, swarms of similar groups remain open for business.
CNBC viewed several active refund fraud services on encrypted messaging app Telegram, each with thousands of followers. Updates are posted almost daily of new stores on their services, or new retailers that have been successfully targeted. Amazon and Apple are frequently hit, along with Nike, eBay, Saks Fifth Avenue and Ralph Lauren. Some groups even offer their services for DoorDash and Uber Eats orders, claiming users can “eat for free.”
The groups are highly organized and run like businesses, providing customer service, cataloging orders and creating fake shipping labels. Some sell how-to guides.
A Google form from an active refund fraud service explaining which stores it targets and how much it charges customers.
Source: Google
Fraudsters employ multiple strategies. A common one is to claim a package never arrived so that the retailer issues a refund. According to Amazon’s lawsuit, a Rekk user received a full refund for two MacBook Air laptops after filing a police report falsely claiming the products never arrived.
Mail-in fraud involves a user filling out a company’s return form, but instead of sending back the purchased product, users will mail an empty box or a package filled with junk. In the case of Simple Refunds, Al-Maarej, the man who allegedly operated the group, sent an unnamed retailer “an envelope filled with plastic toy frogs” instead of the tools he claimed he was returning, prosecutors said.
Al-Maarej also recruited employees at UPS and the U.S. Postal Service who either manipulated a package’s tracking history or input false “return to sender” notices to fool the retailer into thinking an item couldn’t be delivered or that it was sent to the wrong address, according to court documents.
Chris Black, an attorney for Al-Maarej, declined to comment. Amazon said its own internal investigation identified Al-Maarej’s scheme and contributed to the eventual indictment.
The company didn’t respond to questions specifically about how it monitors and handles bribery of its employees by ORC and refund fraud groups.
Rekk allegedly used bribes, offering Amazon staffers thousands of dollars a day to approve customer returns for products that were never sent back.
In a text message last year to Page, a Rekk representative said they’d been working with two other Amazon employees for about two months and offered them $4,000 for 30 orders marked as returned, according to court documents.
“They usually do 30 scans per day per shift,” the Rekk user wrote. “Sometimes they choose to do more. So at least 12k a week.”
According to the complaint, Rekk also recruited one of Page’s colleagues at CHA1, Amazon’s name for the Chattanooga facility. Between February 2023 and May 2023, the CHA1 employee allegedly approved product returns for 76 orders at Rekk’s request, causing Amazon to refund over $100,000 to customers, and netting $3,500 from the scheme.
A refund fraud service claims to have access to Amazon insiders in a Telegram post.
Source: Telegram
Amazon said it has tried to address the bribery problem. In its lawsuit against Rekk, the company said it has an internal customer protection and enforcement team made up of attorneys, former prosecutors, and analysts investigating organized crime schemes such as refund fraud. The company has also reportedly fired employees who were allegedly bribed to leak confidential data on third-party sellers.
Cyril Noel-Tagoe, a cybersecurity expert who has studied refund fraud extensively, said the economic incentive for low-wage workers to get involved with these schemes creates a perpetual challenge for retailers.
“If you’re offering an employee much more than they’re getting paid, then it’s quite hard to combat that,” Noel-Tagoe, who works as a principal security researcher at bot detection software company Netacea, told CNBC.
‘All you need is a phone’
Those on the lookout for moneymaking opportunities will find no shortage of promotional videos across social media. For a fee, you can learn how to play the game.
One TikTok video on the topic shows bags of Louis Vuitton, Gucci and Apple products and reads, “[Point of view]: You mastered the art of r3funding and started to teach others.” TikTok clips often serve as advertisements for a user’s Telegram channel that’s linked in the bio of their account.
Similar tactics are used on Reddit.
In the “Illegal Life Pro Tips” forum on Reddit, which is no longer active but counts 1.1 million members, refund scammers shared their tips and tricks. In recent days, Reddit banned an offshoot of that subreddit, called “illegallifeprotips2,” saying it violates the site’s rules “against transactions involving prohibited goods or services.” Users quickly resurfaced on a new subreddit, “ELegalLifeProTips.” After CNBC flagged “ELegalLifeProTips,” Reddit took down the subreddit for violating its ban evasion policy.
In the past, such illicit behavior ran rampant on the dark web and required VPNs and a special browser, said Brittany Allen, a trust and safety architect at fraud detection software company Sift. These days the perpetrators regularly discuss their activities openly on forums and in messaging apps, which Allen described as the “democratization of fraud.”
“You don’t need to be that specialist that can figure out how to find these deep web groups,” Allen said. “All you need is to have a phone that can go to Reddit, or a TikTok account you’re already on, and you’ll potentially be exposed to fraud that doesn’t take as much uplift to participate in.”
Remi Vaughn, a spokesperson for Telegram, told CNBC in an email that the company moderates “harmful content” on its platform, including posts that promote fraud. “Moderators use a combination of proactive moderation on public parts of the platform and accept user reports in order to remove content which breaches Telegram’s terms,” Vaughn added.
A Reddit spokesperson said it uses a combination of automated tooling and human moderators to enforce its content policies, which prohibit users from soliciting or facilitating any transaction that involves fraudulent services.
After CNBC provided TikTok with examples of videos about refund fraud, the company said it removed them for violating its community guidelines. It said it also blocked hashtags that were used to promote refund fraud.
The use of mainstream apps in these schemes has made it easier for investigators to do their work. Noel-Tagoe referenced a case in which a retailer was able to track down an individual whose email address was in an Instagram post.
Allen said she’s been able to identify fraudsters through “vouches,” or screenshots of successful fraudulent returns. Some of the images show order numbers, store pickup locations or cart items, according to Allen, all useful intel for retailers investigating return fraud.
David Johnston, vice president of asset protection and retail operations at the National Retail Federation, said an increasing number of companies are “tightening up their return policies” in response to customer abuse and fraudulent activity.
Delivery workers, for example, are encouraged to photograph a package once it reaches its destination, and retailers are looking more closely for suspicious behavior in analyzing returns.
“There are some retailers that monitor the number of returns you make in-store, and if you return too much too frequently, they might put you on pause,” Johnston said. “We’re starting to see more of that now on the e-commerce side.”
WATCH: The ‘shopping journey will drastically look different’
Technology
U.S. chip curbs in Middle East just ‘business as usual,’ Ooredoo CEO says after Nvidia deal
Jakub Porzyck | Nurphoto | Getty Images
Qatari telecoms provider Ooredoo told CNBC Wednesday that its new tie-up with Nvidia is compliant of all U.S. regulations and will still allow it to have access to the latest technology.
Ooredoo earlier this week signed a partnership with Nvidia, marking the chipmaker’s first large-scale entry into the Middle East market. The companies did not disclose the value of the deal.
The deal will see thousands of Nvidia’s GPUs (graphics processing units) deployed in 26 data centers across Qatar and five other countries: Kuwait, Oman, Algeria, Tunisia and the Maldives. These chips will help the data centers process massive amounts of information, which will feed AI chatbots and other tools, essential components of a country’s AI infrastructure.
The tie-up comes after the United States last year restricted the sale of certain advanced chips to some Middle Eastern nations, over fears the technology could be intercepted by China.
Washington does allow the export of some Nvidia chips to the region, and Nvidia, AMD and Intel have all indicated plans to create less powerful chips for export to the Chinese market. The restrictions focus on A100 and H100 chips, not GPUs (another type of semiconductor) which are central to this deal.
Ooredoo told CNBC that the deal is compliant of all U.S. regulations. Under the partnership, no new licenses for different chips have been created.
“As a telecom operator, dealing with very stringent regulation is business as usual. We are used to dealing with regulators and government authorities, whether they’re local or international,” Ooredoo’s CEO told CNBC.
“We are working very closely with the different regulators and with Nvidia to see all the required approvals and to provide all the guarantees required,” he added.
A tug of war between China and the United States has played out in the race to obtain and protect the latest artificial intelligence technology. The United Arab Emirates’ top AI group G42 vowed to phase out Chinese hardware to appease Washington, later seeing through a deal with Microsoft worth $1.5 billion.
Gulf states are leveraging their vast energy wealth to try to become pioneers in artificial intelligence, investing in developing the technology and importing massive quantities of chips used in AI data centers.
According to Ooredoo’s CEO, the chips are latest generation GPUs, catered specially for artificial intelligence and “will be able to deliver extreme machine learning and model utilization of these AI models and generative AI.”
They will be used in citizen services for governments, and to enhance productivity and efficiency for general corporations and research and development.
The cloud partnership between Ooredoo and Nvidia aims to position the chipmaker as the central source for AI technology in the region, and according to Ooredoo will drive innovation, development and create jobs. The countries will get access to Nvidia’s latest full-stack AI platform, catering to both Ooredoo and non-Ooredoo customers through independent data centers.
Ooredoo also committed to investing $1 billion to boost its regional data center capacity even before announcing its partnership with Nvidia. Aziz Aluthman Fakhroo, Ooredoo’s CEO, told CNBC’s Dan Murphy that he expects that investment to be returned in the years to come.
“The demand we’re seeing just from the cloud and now adding that layer of AI to it is already outstripping our most optimistic plan, so we will probably exceed that investment in the next three to five years.”
Qatar Investment Authority-backed Ooredoo, which is listed in both Qatar and Abu Dhabi, plans to develop a platform driven by AI and powered by Nvidia in the hope of meeting market demand.
Nvidia briefly became the world’s most valuable company last week, overtaking Microsoft. The chipmaker rebounded in Tuesday trade, reversing a three-day losing streak which wiped over $550 billion from its market value.
Technology
E-commerce firm Shopee agreed to adjust its practices in Indonesia after watchdog says it violated competition law
BRAZIL – 2022/03/22: In this photo illustration, a woman’s silhouette holds a smartphone with a Shopee logo in the background. (Photo Illustration by Rafael Henrique/SOPA Images/LightRocket via Getty Images)
Rafael Henrique | Sopa Images | Lightrocket | Getty Images
Shopee and its courier service Shopee Express agreed to adjust its current practices after admitting to breaching a competition rule in Indonesia, the country’s watchdog said on Wednesday.
Shopee is the e-commerce arm of Southeast Asian tech giant Sea Limited.
“Shopee and Shopee Express admitted that they had violated Law no. 5 of 1999, regarding delivery (courier) services on the Shopee platform by agreeing to various behavioral change points determined by the KPPU Council in the hearing yesterday,” Indonesia Competition Commission Komisi Pengawas Persaingan Usaha said in a Google-translated statement.
KPPU said Shopee proposed adjustments to its current practices on June 20 which were approved by the commission council.
“Shopee Indonesia attended a meeting with KPPU on 25 June to discuss points of the integrity pact that was shared by KPPU last week. On 20 June, Shopee proposed changes to our user interface to enhance our services and demonstrate our compliance in providing the best services to our users, in accordance with the feedback provided and approved by the KPPU,” Radynal Nataprawira, head of public affairs at Shopee Indonesia, told CNBC in emailed comments.
“Shopee is always committed to complying with all applicable regulations and laws in the Republic of Indonesia in conducting our business operations,” said Nataprawira.
Last month, KPPU revealed its preliminary investigation found that Shopee allegedly prioritized Shopee Express in every package delivery to consumers.
The watchdog also accused Shopee of “discriminatory behavior,” saying Shopee Express and another delivery service J&T Express were “automatically activated en masse on the seller dashboard” while other companies that also have good service performance did not get selected automatically.
KPPU investigators also named an employee who held director positions in both Shopee Indonesia and Shopee Express, saying this “dual position” has the ability to influence competition and control the behavior of both companies.
KPPU is also probing Shopee rival Lazada, the Southeast Asian e-commerce arm of Chinese tech giant Alibaba, saying it has found indications of similar violations.
“If it is later proven to have violated, Lazada can be subject to a fine of a maximum of 50% of the net profit or 10% of the total sales it earned in the relevant market during the period of the violation,” KPPU said in a statement last month.
Technology
Europe is at risk of over-restricting AI and falling behind U.S. and China, Dutch prince says
Prince Constantijn is special envoy to Techleap, a Dutch startup accelerator.
Patrick Van Katwijk | Getty Images
AMSTERDAM — Europe is at risk of falling behind the U.S. and China on artificial intelligence as it focuses on regulating the technology, according to Prince Constantijn of the Netherlands.
“Our ambition seems to be limited to being good regulators,” Constantijn told CNBC in an interview on the sidelines of the Money 20/20 fintech conference in Amsterdam earlier this month.
Prince Constantijn is the third and youngest son of former Dutch Queen Beatrix and the younger brother of reigning Dutch King Willem-Alexander.
He is special envoy of the Dutch startup accelerator Techleap, where he works to help local startups grow fast internationally by improving their access to capital, market, talent, and technologies.
“We’ve seen this in the data space [with GDPR], we’ve seen this now in the platform space, and now with the AI space,” Constantijn added.
European Union regulators have taken a tough approach to artificial intelligence, with formal regulations limiting how developers and companies can apply the technology in certain scenarios.
The bloc gave final approval to the EU AI Act, a ground-breaking AI law, last month.
Officials are concerned by how quickly the technology is advancing and risks it poses around jobs displacement, privacy, and algorithmic bias.
The law takes a risk-based approach to artificial intelligence, meaning that different applications of the tech are treated differently depending on their risk level.
For generative AI applications, the EU AI Act sets out clear transparency requirements and copyright rules.
All generative AI systems would have to make it possible to prevent illegal output, to disclose if content is produced by AI and to publish summaries of the copyrighted data used for training purposes.
But the EU’s Ai Act requires even stricter scrutiny for high-impact, general-purpose AI models that could pose “systemic risk,” such as OpenAI’s GPT-4 — including thorough evaluations and compulsory reporting of any “serious incidents.”
Prince Constantijn said he’s “really concerned” that the Europe’s focus has been more on regulating AI than trying to become a leader innovating in the space.
“It’s good to have guardrails. We want to bring clarity to the market, predictability and all that,” he told CNBC earlier this month on the sidelines of Money 20/20. “But it’s very hard to do that in such a fast-moving space.”
“There are big risks in getting it wrong, and like we’ve seen in genetically modified organisms, it hasn’t stopped the development. It just stopped Europe developing it, and now we are consumers of the product, rather than producers able to influence the market as it develops.”
Between 1994 and 2004, the EU had imposed an effective moratorium on new approvals of genetically modified crops over perceived health risks associated with them.
The bloc subsequently developed strict rules for GMOs, citing a need to protect citizens’ health and the environment. The U.S. National Academies of Sciences says that genetically modified crops are safe for both human consumption and the environment.
Constantijn added that Europe is making it “quite hard” for itself to innovate in AI due to “big restrictions on data,” particularly when it comes to sectors like health and medical science.
In addition, the U.S. market is “a much bigger and unified market” with more free-flowing capital, Constantijn said. On these points he added, “Europe scores quite poorly.”
“Where we score well is, I think, on talent,” he said. “We score well on technology itself.”
Plus, when it comes to developing applications that use AI, “Europe is definitely going to be competitive,” Constantijn noted. He nevertheless added that “the underlying data infrastructure and IT infrastructure is something we’ll keep depending on large platforms to provide.”
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