Artificial Intelligence (AI) is no longer just a tool for creativity and photo editing — its misuse is fast becoming a serious challenge for online refunds and return systems. Food delivery platforms and e-commerce companies say a growing number of customers are using AI-generated or heavily edited photos to show items as spoiled, damaged or missing — and then demanding refunds.
Reports suggest the trend is spreading across markets — not only in India, but also in China and other major e-commerce hubs. Customers allegedly use AI tools to make fresh fruit look rotten, create fake tears on clothing, or show food trays as half-empty — making it increasingly difficult for companies to distinguish real complaints from staged ones.
What once worked as a customer-friendly “no-questions refund” policy is now being exploited at scale.
AI creates ‘evidence’ — and companies struggle to verify
Experts say generative AI tools can produce near-realistic images within minutes.
As one food delivery executive explained:
“From a single photo, it’s almost impossible to know whether it’s edited or genuine — especially after the order has already been delivered.”
In several reviewed complaints:
- Fresh vegetables appeared with artificial dark patches
- Sweets were shown as melted or spoiled
- Snack packs looked half-empty or tampered
Internal checks later revealed the original delivery was intact.
Sellers face the bigger hit
Restaurant partners and small vendors say they often bear the direct loss.
Their argument:
- Platforms issue instant refunds to protect ratings and customer trust
- But costs, commissions and losses are pushed back onto merchants
Some restaurant owners warn that repeated fake complaints are shrinking margins — and are calling for a review of refund policies.
Platforms tighten rules — tech and verification on the rise
To curb abuse, several platforms are now rolling out stricter processes, including:
- AI-based tools to flag manipulated photos
- Mandatory delivery time-stamps and geo-logs
- Risk-profiling for users with repeated refund claims
- In select cases, asking for short video evidence
Companies are also analysing whether complaints repeatedly involve the same restaurant, courier partner, or neighbourhood.
However, platforms admit stricter controls can inconvenience genuine users — making the challenge one of balance:
“not too harsh, not too lenient.”
Beyond food — almost every product at risk
Data from online marketplaces shows the problem isn’t limited to food.
Clothing, gadgets, cosmetics and household items — buyers in multiple categories allegedly edit images to create fake defects, then demand replacements or refunds.
Analysts warn:
“As AI becomes cheaper and easier, scams become cheaper and easier too.”
The big question — convenience or exploitation?
Industry observers say the very strengths of online retail — fast refunds, customer-first policies and trust — are now being tested.
If misuse rises further, companies may be forced to impose tougher rules — and that could ultimately hurt honest customers.
For now, platforms are moving toward a dual strategy:
crack down on fraud, while ensuring genuine complaints remain protected.
