Luxury disputes cluster in delivery claims ('never arrived' on a $2K package) and authenticity claims ('this is fake'). Both are beaten with documentation rigor: adult-signature delivery with photo POD as standard, and per-item authenticity records — certs, hallmark photos, provenance — attached at fulfillment. The category's economics justify measures that would be overkill at $50 AOV: every high-value order should ship as if it will be disputed.
Delivery protocol for four-figure orders
Standard tracking is not evidence at this AOV — 'delivered, front porch' invites the claim it wasn't.
Protocol: adult signature required (not just signature — adult), carrier photo-on-delivery where available, insured shipping with declared value, and hold-at-location offered for first-time customers. Each element is both loss prevention and dispute evidence; a signed, photographed, insured delivery closes not-received claims at near-certainty.
Cost: $5–15 per order. Against a $2,000 dispute, the break-even is one prevented loss per 200+ orders — the math isn't close.
The authenticity defense
'Item is counterfeit' is the luxury-specific quality claim — sympathetic to issuers and devastating if undefended.
Per-item file at fulfillment: certificate of authenticity, hallmark/stamp macro photos of the actual unit shipped, appraisal or grading docs (GIA etc.), supplier provenance. The rebuttal then reads: "Unit shipped with certificate [#], hallmark photographed pre-shipment (attached), sourced via authorized channel (invoice attached)" — which converts an accusation into a documentation contest you win.
Serialize where possible (the electronics playbook applies — watch swaps on returns). Aurai attaches your per-item documentation to authenticity rebuttals automatically; at luxury AOVs a single converted dispute pays for years of the fee.
Frequently asked questions
Should every jewelry order require a signature?
Above ~$500, adult signature + insurance should be default. Below that, weigh your own loss data — but the break-even favors signatures far earlier than most merchants assume.
How do I fight a counterfeit accusation?
Per-unit documentation: authenticity certificate, hallmark photos of the shipped item, sourcing invoice. Documented provenance wins; 'we only sell authentic' without records loses.
Post reflects public documentation, industry surveys, and Aurai's own book of disputes as of the publish date. Visa, Mastercard, American Express, Discover, Stripe, PayPal, and Shopify are trademarks of their respective owners; Aurai is independent and not endorsed by any of them. Network rules change — always verify current official rules before acting on any specific tactic.