Business Owner Breaks Down Over Customer’s Dodgy Refund Act

A small-business owner was left in tears after allegedly becoming the victim of a cruel refund scam, when a customer returned empty boxes in an attempt to reclaim her money.

Jodie Annabelle runs NINENINENINE., an online store that sells eyelash-extension kits and tools. She said a dissatisfied customer contacted her to demand a refund, claiming she was “disappointed” with her purchase.

Although the customer’s complaint was made after the return period had ended, Jodie said she agreed to offer a full refund and cover the return postage—on the condition that every item was sent back in its original packaging.

The customer then asked whether the refund could be issued immediately, saying she was “broke” and needed the money to buy new lashes for a special event. She explained that she was a “single mum who doesn’t get to go out and treat myself much”.

Moved by the woman’s appeal, Jodie agreed to process the refund as soon as she received an Australia Post tracking number.

But the Queensland business owner soon realised her goodwill had been exploited. When the parcel arrived, she opened it to discover that it contained nothing but empty boxes.

“It’s people like this who force businesses to be so strict on return policies,” she said.

“You know who you are, and you know what you did was so wrong. I will be taking the necessary steps to resolve this.”

Jodie Annabelle (pictured) broke down in tears after falling victim to a cruel refund scam with a customer returning empty boxes to claim her money back

It’s one of the common types of return fraud sweeping Australia, with ‘dodgy’ customers sending back empty boxes after claiming a full refund for their order. 

The scam can be easy to miss if warehouse staff scan returned parcels without opening them.

In this case, the small business owner wanted to give her unhappy customer the best possible outcome after she requested a refund almost two months after receiving her order.

‘I’m reaching out regarding my order, which I received on September 5. Unfortunately after using the products just once they are now unusable,’ the customer said in her private message to the business on Instagram.

‘I’m also extremely disappointed with the quality of the lashes, as they haven’t met my expectations at all. I actually saved up my money to purchase these products – so this experience has been incredibly upsetting. 

‘I was genuinely so excited to receive my order and now I just feel really sad and disappointed. I would really appreciate knowing how I can make a return and get a refund as I feel I’ve wasted money that I worked hard to save.’

Jodie swiftly apologised to the customer, responding: ‘I’m so sorry you are not happy with your order. Customer satisfaction is my number one priority. 

‘Despite it being passed the return window I’m happy to process a return and refund, I would just need the items sent back to me,’ the business owner continued. 

‘I will also cover shipping in the refund. The refund will be issued once items are returned. Again, I’m so sorry.’

She received a message from a disgruntled customer demanding a refund because she was ‘disappointed’ with her purchase. Jodie went above and beyond by offering her a full refund and covering the shipping costs, provided she returned all the items in its original packaging

The business owner thought she was doing a good deed – until she opened the returned parcel to find nothing but empty boxes. The eyelash extension kits had clearly been used

The customer asked if she could receive the refund immediately because she was ‘broke’ and needed the money to buy new lashes for a special event

However, the customer began asking whether Jodie could refund the money sooner. 

‘Thanks, it’s just I really work hard for my money,’ the customer said.

‘I will send the stuff back today. If I send you a photo of the stuff and tracking, could you please refund my money as I truly don’t think I can wait. 

‘I have an event this weekend, I’d like to purchase new lashes for. I’m a single mum and don’t get to go out and treat myself much.’

The business owner said she usually processes refunds once she receives the returned items – but as a gesture of goodwill, she made an exception for the customer.

‘Once the Post Office has the parcel, I’m happy to return the money,’ she said.

When Jodie received the tracking number, she had no reason to worry.

The owner was expecting a ‘seal and unused’ eyelash kit, lash curler and remover.

But days later, she was devastated to open the parcel and find nothing but empty boxes and the lash kits that had clearly been used.

‘Someone just sent me back empty boxes and I’ve already processed her refund,’ Jodie said tearfully in her video.

‘A customer contacted me, she seemed genuinely upset with her product. She said she hated everything, she wanted a refund so she received it.

‘So the lashes she sent back to me, there is literally no lashes left in the packet. The tweezers are gone from the packet. The lash curler box is empty. The bond and seal, empty, remover, empty.’

As a single mum herself, Jodie said she understood the ‘struggling’ customer’s situation after she pleaded for the money.

But things didn’t go to plan, leaving the business owner out of pocket. The experience has taught her to keep her emotions separate from business.

Jodie has since reported the incident to police after the customer blocked her.

The cruel scam targeting small Aussie business owners

Aussie small business owner Emma Diedrichs called out a deceitful customer who received a refund for an online order – despite having received the goods – and later trying to sell the items on Facebook Marketplace.

In 2025, Emma said she was left nearly $250 out of pocket after the customer told her bank she didn’t recognise the charge in her bank statement.

The customer had purchased two luxury baby bags in February 2025. But shortly after the items were delivered to her address, the same customer quietly claimed a ‘chargeback’ on her credit card to secure a refund.

It’s a process where a credit or debit card issuer reverses a transaction and returns the funds to the cardholder, typically when a customer disputes a purchase.

Chargeback fraud is one of the latest scams affecting small businesses across Australia – and the worst part is, dodgy customers are getting away with it.

Small business owner Emma Diedrichs has called out a sneaky customer who received a refund for an online order – despite having received the goods – and later trying to sell the items on Facebook Marketplace

Despite proving that the items arrived at the shopper’s doorstep, Emma said the bank sided with the customer, so she lost the sale and was hit with an additional $25 fee.

‘It’s so disheartening for me. I’m a single mum, this is my livelihood. This took money off the table for my family… $250 was taken out of our bank account and (refunded) back to the customer. It really hurt me,’ the owner said.

To make matters worse, Emma said she saw her products being advertised for sale on Facebook Marketplace – leaving her furious.

‘Fast forward, I was scrolling on Facebook Marketplace and found our two luxury baby bags,’ Emma said in disbelief.

Upon seeing the ad, she quickly realised it was created by the same customer who had received a refund after filing a chargeback four months earlier.

‘X2 LittleLuxeOne baby bags. One pink and grey, the other grey and black. Only used for a few months. Near new condition with no wear and tear,’ the ad read.

‘Currently on sale for $119.90 for one. RRP $239.80 each. Cash and pink up only.’

The mum runs a business called LuxeLittleOne selling baby backpacks and nappy totes

The customer had purchased two luxury baby bags. But shortly after the items were delivered to her address, the same customer quietly claimed a ‘chargeback’ on her credit card to secure a refund

Furious, Emma said she began looking up the seller’s Facebook profile.

‘It’s the exact same name as the lady that placed the order and put the chargeback through,’ she said.

‘Honestly, this is so frustrating for me, so frustrating. I work so hard in this business, this is my full-time job. This puts food on the table for myself and my son.

‘I’m working day in and day out to provide for my family. It’s just me. This is my income. You wouldn’t go to somebody’s workplace and take $250 off them.’

At the time the customer filed the chargeback, Emma said the woman had never raised any issues about the items with her business.

‘This customer did not contact us whatsoever… I assumed everything was normal,’ Emma said.

‘Me being naïve and receiving my first chargeback, I didn’t know what to do, so I just kind of disputed it. But the bank decided to favor with the customer.’

The most common reasons for chargebacks include unauthorised transactions, identity theft, not receiving the product or service, items not as described, damaged goods, and duplicate charges.