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’
Three years since the arrival of OpenAI‘s ChatGPT, more devices featuring generative AI technology have hit the market in time for the 2025 holiday shopping season, with many offering deals for Black Friday.
Shoppers can pick from more advanced smart glasses, smart speakers with genAI and a pendant AI friend that acts as a confidant.
These latest gizmos come from megacaps like Amazon, Alphabet and Meta and smaller players like Friend and Plaud.
Despite the arrival of this new wave of products, reviews for many of the devices are mixed, and nothing has separated itself as a clear leader of the pack.
That’s in part because much of the spending on artificial intelligence has been focused on other things.
Since ChatGPT was released in late 2022, the bulk of the tech industry has reoriented itself to prioritize building out large language models in a race to reach artificial general intelligence, or AI with the capabilities that are on par with, or surpass, humans.
Thus far, much of the development in Silicon Valley has focused on AI apps, including chatbots like Anthropic’s Claude, image generators like Google’s Nano Banana or feeds for AI-generated short-form videos like OpenAI’s Sora. All things people can access on their existing smartphones without a spiffy new gadget.
But the world of AI hardware is growing fast.
If you’re in the market for the latest AI devices, here’s what’s available to snag this holiday season.
Daniel Rausch, vice president of Alexa and Echo, announces the Echo Studio and Echo Dot Max during an Amazon event showcasing new products in New York City, U.S., September 30, 2025.
Kylie Cooper | Reuters
Alexa+ Echo speakers
Amazon wants to make sure its Alexa voice assistant and Echo smart speakers don’t get left behind in the era of genAI.
The company unveiled Alexa+ in February, promising a smarter, more conversational and personalized version of its 11-year-old digital assistant. In September, it followed up with a new set of Echo speakers and displays, which are the first devices to come with Alexa+ out of the box.
The lineup includes a $100 Echo Dot Max, $180 Echo Show, $220 Echo Studio and $220 Echo Show 11.
The Echo Dot Max is an entry-level, all-purpose smart speaker, while the Echo Studio is larger, pricier and offers better sound quality. The main difference between Amazon’s smart displays, the Echo Show 8 and Echo Show 11, is the touchscreen size.
All of the devices have improved sensors, speakers and microphones.
Amazon is offering 11% off the cost of the Echo Show 11 and 10% off the Echo Dot Max as part of its Black Friday promotions.
With the upgrades, Amazon is aiming to have users engage more often with the devices than their predecessors. Consumers frequently complained that Alexa had grown outdated while the Echo devices offered little utility beyond setting timers, spouting weather forecasts, playing music and controlling smart home accessories, like turning lights on and off.
Amazon’s recent Alexa ad tries to paint a different picture.
Comedian Pete Davidson strolls through his kitchen when an Alexa-equipped Echo Show announces, unprompted, that the “Coffee’s on, and your Uber is on its way.” Davidson then casually banters back and forth with Alexa about his preferred nickname.
The interaction is meant to showcase a few of Alexa+’s biggest selling points — users don’t have to repeat a so-called “wake word” after every command, allowing the conversation to flow more naturally.
The devices can also now connect to external services to take actions on users’ behalf. As of now, Alexa+ can book an Uber or OpenTable reservation, generate a song via Suno, plan a trip through Fodor’s, schedule a repairman visit and purchase concert tickets through Ticketmaster. Amazon has said it expects to add more capabilities soon.
Alexa+ isn’t yet available to the general public. Consumers have to wait to receive Early Access or purchase a new Echo model to use it.
Amazon is offering Alexa+ for free to users with Early Access, but at some point, the company will begin charging non-Prime members $19.99 a month for the service.
The company is also making moves in wearables.
Amazon in July announced plans to acquire AI company Bee for an undisclosed amount, indicating that it could have more hardware infused with the technology in the works. Bee is known for its $50 wristband that uses AI and microphones to listen to and analyze conversations, then provide to-do lists, summaries and reminders for everyday tasks.
— Annie Palmer
A person holds Google Pixel 10, Pixel 10 Pro and Pixel 10 Pro Fold mobile phones during the ‘Made by Google’ event, organised to introduce the latest additions to Google’s Pixel portfolio of devices, in Brooklyn, New York, U.S., August 20, 2025.
Brendan McDermid | Reuters
Google’s AI-powered Pixel 10 series
Although the Gemini-powered Google Home Speaker won’t roll out until the spring, Alphabet did deliver some generative AI tech this year.
Launched in August, the Pixel 10 smartphones thoroughly integrate Google’s AI into several features, such as live translation, text-based photo editing and the built-in Gemini assistant.
The baseline Pixel 10 starts at $799, while the Pro lineup includes the $999 Pixel 10 Pro, the $1,199 Pixel Pro XL and the $1,799 Pixel 10 Pro Fold. The Pro line offers a higher quality camera and display, as well as additional video features.
Among the AI products is “Magic Cue,” which connects data across different apps to surface relevant information and suggest helpful actions. For example, if a user receives a message asking about a dinner reservation’s location, Magic Cue can find the answer from the calendar app.
For snapping pictures, Google provides an AI “Camera Coach,” which scans the scene of a photo and offers recommendations about framing, lighting and other techniques to improve the image.
The Pixel 10 Pro phones come with a one-year subscription to Google’s “AI Pro” plan, which typically costs $19 per month and offers multiple AI tools, including writing assistant NotebookLM and video generator Veo 3.
All the Pixel 10 models are currently on sale for $200 to $300 off until Dec. 6, except for the Pixel 10 Pro Fold, which has a $300 markdown until Dec. 2, the company said.
— Jaures Yip
The Meta Ray-Ban Display AI glasses at Meta headquarters in Menlo Park, California, US, on Tuesday, Sept. 16, 2025.
David Paul Morris | Bloomberg | Getty Images
Meta’s AI-infused Ray-Ban smart glasses
Meta’s partnership with eyewear giant EssilorLuxottica, originally inked in 2019, has spawned a surprise hit in the Ray-Ban Meta smart glasses that both companies are keen to boast about.
With the Meta AI digital assistant, users can command the camera-equipped glasses to take photos, play tunes and to answer questions about nearby landmarks.
In September, the two companies debuted the latest version of the glasses, dubbed Ray-Ban Meta (Gen 2).
The new model has double the battery life of its predecessor and an improved camera. It costs $379, which is $80 than the prior version.
Meta and Luxottica this year also launched two smart glasses aimed at athletes under the Oakley brand.
The $399 Oakley Meta HSTN glasses are pitched toward casual athletes who want to take photos while playing sports like golf, while the $499 Oakley Meta Vanguard smart glasses are geared toward the action-sports crowd, like skiers.
The Vanguard glasses feature a flashier wraparound design and two buttons on the frames’ underside that lets helmet-wearing athletes easily take photos and videos and perform other actions.
For those willing to spend big money and test new technology, Meta and Luxottica also rolled out the $799 Meta Ray-Ban Display glasses in September.
They are the first glasses Meta sells to the public that include a display, albeit a small one, in just one of the lenses. The display is intended to show users small bits of information, like navigation directions. The glasses also include a wristband that utilizes neural technology so users can command the device with gestures like rotating one’s fingers to adjust volume.
Buying the $799 glasses, though, is not easy.
Meta requires that people sign-up for in-person demos at stores like Best Buy and LensCrafters before buying the product, and the company warns that “availability varies by store, so you may not be able to purchase a pair immediately after your demo.”
Early reviews for the display glasses have been mixed.
Some reviewers have praised the device’s color display, camera and innovative wristband. Still, others have criticized its high price and have said its lack of apps limit functionality.
Meta is currently offering a few Black Friday and Cyber Monday deals for some of its various AI-powered smart glasses that will last until Dec. 1.
People can save 20% on all versions of the Ray-Ban Meta (Gen 1) at Best Buy, Target, Amazon and also at Meta’s website and the Ray-Ban website and stores. Meta is also offering 20% off the cost of prescription lenses for people who buy the Ray-Ban Meta (Gen 2) and Oakley Meta HSTN glasses from its website.
— Jonathan Vanian
Friend AI Pendant
Source: Friend
The AI friend you wear around as a pendant
Most AI chatbots want to make the user more productive. The makers of this smart pendant want AI to be your friend.
Users wear Friend, as the product is aptly called, around their necks while the $129 device listens to the conversations happening around it.
Friend’s chatbot is powered by Google Gemini, and it offers commentary on the user’s conversation and life. Those comments appear as notifications through the device’s corresponding smartphone app.
For example, when one reviewer played a new Taylor Swift song for her AI friend, the device commented through a notification that it didn’t “think it’s bad at all” and “pretty typical for pop.”
The device is at the center of the societal debate about the rise of AI.
Friend plastered a subway station in New York this fall with ads that suggested that the pendant was better than a real friend, promising that it “will never bail on our dinner plans.”
The posters were immediately defaced with messages like “AI wouldn’t care if you lived or died.”
Those wanting to experience what it’s like to wear around an AI friend should place orders swiftly.
The company’s website currently says units will be shipping “Winter 2025/26,” but Friend founder Avi Schiffmann told CNBC that devices ordered early enough will ship before Christmas.
— Kif Leswing
Plaud Note
Source: Plaud
Plaud, the AI recorder
The Plaud Note looks more like a credit card than a voice recorder, but it’s an ideal purchase for any note taker who wants to capture meetings, lectures or any dictation.
With over 30 hours of recording time and battery that last 60 days on standby, the slim device can produce transcriptions in 112 languages. The transcriptions include tags for each speaker on the audio.
The recorder’s companion app is powered by OpenAI’s GPT-5, Anthropic’s Claude Sonnet 4 and Google’s Gemini 2.5 Pro. The app uses those AI models to generate detailed summaries and notes. Users can select from over 3,000 summary templates, such as phone Q&As or seminar notes.
The Plaud App’s basic plan offers 300 minutes of transcription per month, though users can upgrade to a pro plan for 1,200 minutes for $8.33 per month or a more expensive unlimited plan for $19.99 per month.
The recorder can easily be attached to phones with MagSafe magnets, meaning all Apple smartphones since the iPhone 12 series, or phone cases with similar magnets.
The company also offers the Plaud NotePin, a smaller, pill-shaped version of the recorder that can be worn as a magnetic pin, clip, wristband or necklace.
Typically priced at $159, both devices are currently on sale for 20% off during Black Friday and Cyber Monday, with another 15% markdown set for Christmas, the company said.
— Jaures Yip
WATCH: Google releases Gemini 3.0 model, closes gap on ChatGPT
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