Seller encounters empty package scam? The Ministry of Industry and Information Technology reminds you to keep evidence to prevent return loopholes

Buyer claims to have received an empty package? Be careful as some thoughtful people may take advantage of the return and refund mechanism of e-commerce platforms to exploit loopholes. (downloaded from pexels)

[Reporter Qiu Qiaozhen/Taipei Report] Not only buyers need to be vigilant about online shopping scams, but now even sellers may become victims. The Department of Digital Industry of the Ministry of Digital Development and Industry reminds that interested parties may take advantage of the return and refund mechanism of e-commerce platforms, take away the goods themselves after receiving the goods, and then file refund complaints for reasons such as "receiving an empty package" or "missing goods", or even record false unboxing videos as false evidence, in an attempt to cause sellers to suffer double losses of goods and money.

The Ministry of Industry and Commerce shared a case in which the seller Akai, who operates an online store, recently sent a smart watch. Not long after, the buyer suddenly complained to the platform, claiming that "the package received was empty" and requesting a refund. He also attached a complete unboxing video, emphasizing that there was no product inside when the package was received.

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Since Akai had confirmed the product and completed the packaging before shipment, he noticed that the situation was different and did not issue a refund immediately. Instead, he compiled the packaging photos, product serial numbers and shipping records taken at the time of shipment, and asked the e-commerce platform to assist in the investigation.

After further comparison of logistics and related data, the platform found that in the unpacking video provided by the buyer, the sealing glue marks on the package were inconsistent with the packaging status in Akai's shipping photos, and the package also showed signs of re-sealing. Finally, it was confirmed that the buyer suspected of taking out the goods on his own, and then created the illusion of "receiving an empty package" to apply for a refund. Since Akai always keeps complete shipping records and related photos, he can provide proof in time to avoid losses of both goods and money.

The Ministry of Industry and Commerce reminds online sellers to take photos of the appearance, serial number, packaging and sealing process of the product before shipment, and keep shipping and logistics records; if a buyer requests a refund on the grounds that the package is empty or the product is missing parts, it is not advisable to rush for a refund based solely on the photos or videos unilaterally provided by the buyer. You can carefully compare whether the sealing glue marks in the unboxing screen are consistent with those at the time of shipment, and prepare relevant evidence and ask the e-commerce platform to assist in the investigation.

In addition, transactions and communication should be kept within the e-commerce platform as much as possible, and records of orders, conversations, shipments and refunds should be kept completely, and private refund agreements with buyers through communication software such as LINE should be avoided to avoid making it more difficult to provide evidence in the event of subsequent disputes.

The Digital Development Department stated that if you encounter suspicious transactions or malicious refund disputes, you can retain relevant information first, call the 165 anti-fraud consultation hotline, or report the case to the police for help.

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