A bare minimum level of diligence is required before denying a claim. Else you -should- run into bad faith, punitive damages, action from regulators, etc. It's not some super magical extensive investigation to realize that you shipped a box that weighs much less than the item and that there's likely a big problem.

There may be very valid reason to shortcut claims and to grant dubious claims of high value customers. But you really shouldn't just ship an empty box and say "sorry, you're not getting your money back unless you sue us". (And worse, break the customer's existing digital content if they do, because you can hold it hostage).

I mean, I get that it's financially appealing to externalize the costs of in-warehouse and in-transit shrinkage to random low-value customers, but brah-- that's just not right.