19% of UK consumers have either falsely claimed a failed delivery or know someone who has, often to get a refund after using the product, according to research from fraud prevention service Cifas.

With 80% of UK shoppers now buying online, the figures suggest that the retail sector is already losing over £11bn annually to payment fraud. The survey of 2,000 UK adults also found that 17% did not believe it was illegal to falsely claim non-delivery, with 6% feeling that this type of fraud was ‘reasonable’. Over a third (35%) of 16–24-year-olds admitted they would be willing to lie to get a refund

Known as ‘first-party fraud’ – when a person knowingly misrepresents their identity or provides false information for financial or material gain – Cifas is urging consumers to think about the consequences and wider implications of dishonestly requesting refunds.

Mike Haley, CEO of Cifas, said: “Every purchase is an agreement built on trust between the retailer and consumer. Breaking that by falsely claiming a package never arrived is first-party fraud – it’s not harmless, and it’s not victimless.

“This type of deception costs the UK economy billions, puts pressure on honest retail businesses, and undermines confidence in online shopping. Individuals who are caught face serious consequences such as criminal charges, hefty fines, and a criminal record that can damage their futures. For retailers, robust fraud prevention measures mean these deceptive practices don’t become even more socially accepted.”

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