KB: Returns: Jiffy Fraud

Jiffy fraud is when a customer sends back an empty envelope or piece of paper with a tampered with returns label but claims to have returned an item purchased from schuh.

A return, which shows “skeleton rec” with a missing name or missing reference number, when we track the parcel on the Evri portal, should alert us we need to do a bit of a further investigation. A genuine customer would include their name &/or order information at the point of return. See example below.

Make sure you confirm the below at the first/earliest point of contact when dealing with a suspected jiffy fraud Evri return, and advise in the absence of this information we cannot investigate.

• Description of the packaging

• What return point did they use

• What date they returned

• Send a photo of the original return slip to help@schuh.co.uk. 

Please keep an eye out on the below ‘red flags’.

• Customer unable to confirm information (e.g. return tracking number or how it was packaged)

• Customer advising they no longer have the return slip

• Customer returning multiple high value items in the same parcel

• Most importantly, please ensure you are checking order history for all customer details: Name, Address, Contact Number, email address.

If you have a high value return with Evri please check with a manager as there is a spreadsheet containing returns we have been sent.

A tab has been added to the RWNI sheet. Please check this when dealing with an Evri return that shows returned but not processed on COA3.

If you are unpacking the cages and you come across any Evri returns with no information, please ensure these are added to this tab.