I think the usual process is to claim from royal mail. If someone can't explain their actions sure - they can lose their status. I've had people complain about being scammed - when they weren't at all.
If someone PM's you (they HAVE TO PM YOU TO BUY SOMETHING) then yes - their status is obvious. Same as if they PM to sell you something.
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If your PM doesn't at first succeed - try, try again. I'll reply in the end, honest. 
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