AuctionsMay 15, 2026
American Collector Ponies Up Almost $17K for John Wayne’s RingThe Western star’s 14-karat gold signet ring sold for six times its low estimate following a bidding war at U.K. auction house Elmwood’s.
CrimeOct 20, 2020
Why the Trade Has Been Getting Back Invoices from Brinks
National Jeweler speaks with a Brinks executive about a situation that has been causing major frustration for members of the jewelry industry.
New York—Over the past several months, many members of the fine jewelry industry have been receiving back invoices out of the blue from Brinks.
Some claim these invoices, which date as far back as 2015, were for charges that had already been paid, while others said they couldn’t get a clear explanation of what they were being charged for.
Either way, these invoices have been causing frustration and kicking up chatter, so National Jeweler went to Brinks to ask for an explanation.
In a recent phone interview, Jim Horgdal, president of Brink’s Global Services USA, explained the issue, which started with a former employee who was indicted for embezzlement, has been convicted and is now cooperating with Brinks Global Services on the issue.
The embezzlement scandal created several issues for the company, including the misrepresentation of its ledger.
This resulted in some cases in which customers who owed money ended up with a zero balance and vice versa, Horgdal said. Brinks has spent millions fixing the problem.
Additionally, a year ago, Brinks switched to a new ledger system.
Once reconciliation of the books was completed, the company loaded them into the new ledger and started communicating with customers about what the new records showed, sending out statements beginning in March.
“The conversations we’re having with our customers are, ‘Here is the ledger. We’ve gone through and spent the time and money to make sure all your payments were properly applied. This is the best information we have. If you have different information, additional information, please reach out to us and we will work with you to reconcile this.’”
In the industry, the Brinks back invoice issue has created quite a few headaches.
One colored stone wholesaler, who reached out to National Jeweler and asked not to be named, said when his company asked for copies of the invoices from Brinks that the latter claimed are unpaid from 2017, all they provided was a statement of the account.
Meanwhile, a jewelry appraiser who came forward said the issue he’s having concerns an invoice for a 2016 transaction in which Brinks didn’t make an overnight delivery on time.
The Brinks accounting department admitted to the error via email correspondence back when the transaction occurred, the appraiser said, but he no longer has access to the email account in which it is stored.
The issue went “fairly dormant” after that, he said, until recently when his company began receiving notices from a collection company that it owed money to Brinks.
When the appraiser asked the collection company for a copy of the original invoice, the company couldn’t provide it, he said.
What happened to the appraiser seems to be a common story among those affected by the Brinks back invoice issue—they’re not able to get a straight answer, or even talk to someone at Brinks for an explanation.
Horgdal said Brinks doesn’t have enough customer service employees to handle the volume of calls it’s been receiving, so it changed the system to route pertinent outreach from clients from customer service to credit collection to talk to the department directly to address the issue, Brinks said.
He added the collection agency has been advised to refer any requests for invoice copies to Brinks to address.
Horgdal also said they’ve also been trying to communicate as much as possible with the industry at large, working with various trade organizations—including a conference call in August with several industry leaders—as well as reaching out directly to clients whose email addresses they have to communicate ways to reach Brinks.
“We’ve sent out thousands of statements to thousands of customers. There is not one instance where we believe a customer doesn’t owe us money,” Horgdal said. “If they can show us otherwise, we’ll gladly correct the records.”
But it’s not easy for everyone who might not have retained documents to prove every payment for shipments a few years back.
One gemstone dealer and jewelry manufacturer in New York, who received invoices dated as far back as 2015, said his company keeps shipment records for two to three years but no longer, adding he believes this is normal in the industry.
It’s also a question of how much time business owners have to spend on an issue like this.
“For me to sit there and spend a week, maybe more, to pull up things from five years ago, analyze movement by movement, country to country, shipment by shipment, and then come up with things we’ve paid, it is absolutely not something I’m willing to accept,” that same dealer said.
To the former concern, Horgdal said Brinks has been able to “amicably settle” with many customers who are unable to provide evidence of past payment and reach an understanding where they provide other relevant information that might help the company validate past payments, including reports from their accounting system or email communications, among others.
There’s also has been chatter about Brinks holding packages until back invoices are paid.
To that, Horgdal said: “Nothing could be further from the truth.”
Brinks has stressed to the industry that it won’t hold packages for any customer who is working with the company to resolve accounts receivable.
The bottom line, Horgdal said, is for industry members to at least be communicating with Brinks rather than ignoring the invoices.
For those with overdue balances, Brinks asks they contact their assigned collector to discuss the account and options.
To request copies of statements and/or invoices, customers can email Brinks at bgsus.docrequest@brinksinc.com.
Editors' Picks
Sponsored by
More on Crime
The Latest
Events & AwardsMay 15, 2026
JA, MJSA To Sponsor Roundtable at TJSThe discussion, "Rebuilding the Jewelry Workforce," will take place on Saturday, May 16, in Troy, Michigan.
SourcingMay 15, 2026
State of Diamonds: The Way Forward for Natural DiamondsThe jewelry industry is reassessing its positioning as Gen Z reshapes the retail landscape and lab grown continues to gain market share.
Brought to you by
How Modern Training Is Becoming a Competitive Advantage for Jewelry RetailersWith the trade and customer trust in mind, GIA® developed NextGem™ – on-demand training designed specifically for retail.
AuctionsMay 14, 2026
White Diamonds Lead Sotheby’s Auction, Blue Diamond Does Not SellA matching pair of 18.38-carat, D-color diamonds from Botswana’s Jwaneng mine sold for $3.3 million, the top lot of the jewelry auction.
Weekly QuizMay 14, 2026
This Week’s QuizTest your jewelry news knowledge by answering these questions.
Supplier BulletinMay 14, 2026
A Diamond Is Forever Continues Desert Diamonds – Bridal ReinvigoratedSponsored by A Diamond Is Forever
SourcingMay 14, 2026
State of Colored Stones: The Spirit of Young American Gemstone CuttersThe next generation of lapidarists are entrepreneurial, engaged online, and see the craft as a means for artistic expression.
Brought to you by
Discover Timeless Treasures: A Showcase of Antique Jewelry & Timepieces in Las VegasGain access to the most exclusive and coveted antique pieces from trusted dealers during Las Vegas Jewelry Week.
AuctionsMay 14, 2026
‘Ocean Dream’ Makes Waves at Christie’s, Fetching $17MIt was the second auction appearance for the fancy vivid blue-green diamond, which sold for $7.8 million at Christie’s Geneva 12 years ago.
IndependentsMay 13, 2026
New Orleans Jeweler Closing Canal Place StoreJack Sutton Fine Jewelry is closing its store inside the downtown shopping center after 40 years in business.
SourcingMay 13, 2026
Smithsonian Acquires ‘Winston Red’ Diamond PaintingReena Ahluwalia’s painting of the rare red diamond is the first contemporary painting to join the National Gem Collection.
TrendsMay 13, 2026
State of Design: Only the Innovative Will SurviveThe price of gold has risen, affecting the number of pieces designers make, the materials they use, and how they position themselves.
ColumnistsMay 12, 2026
It’s Official: We’re Getting ‘Brain Rot’ From Watching Short-Form Videos Peter Smith gives tips on leading meetings, developing marketing, and making trade show appointments in the age of short attention spans.
CollectionsMay 12, 2026
Jessica McCormack Debuts Antique Coin-Inspired Medallions for SummerThe 11-piece “Medallions” capsule collection features five motifs: a crying eye, a heart on fire, a spiral, a flower, and a swallow.
IndependentsMay 12, 2026
State of Retail: 6 Things Retailers Should Know About Consumers TodayFrom Gen Z’s view of luxury to “doom spending,” these are the six consumer trends to note this year.
Events & AwardsMay 12, 2026
The Tiffany & Co. x CFDA Jewelry Designer Award Is BackThe partners have announced the second cycle of the program, which has expanded to include a $25,000 student scholarship.
IndependentsMay 11, 2026
Kansas Jeweler Closing After 70 YearsThe owners of Staats Jewelers are heading into retirement.
TrendsMay 11, 2026
Former Macy’s CEO Joins Signet Jewelers BoardJeffrey Gennette, who retired in 2024 after 41 years with Macy’s, is the newest member of the jewelry retailer’s board of directors.
TrendsMay 11, 2026
Amanda’s Style File: Lucky May May babies are lucky to have emeralds, a gemstone admired for centuries, as their birthstone, writes Amanda Gizzi.
TechnologyMay 11, 2026
Clientbook’s New Tool Helps Jewelers Plan In-Store EventsThe new module allows retailers to plan, promote, and measure the success of events from a single dashboard.
Lab-GrownMay 08, 2026
NDC Publicly Criticizes Pandora Over ‘Misleading’ Natural Diamond ClaimsNDC said in an open letter that Pandora’s statements about the carbon footprint of lab grown versus natural diamonds are inaccurate.
SourcingMay 08, 2026
Ronnie VanderLinden Takes Over as WDC President The diamantaire and industry leader succeeds Feriel Zerouki and said he will focus on being a “champion” for natural diamonds.
TrendsMay 08, 2026
Rihanna Chooses ‘Desert Diamonds’ for 2026 Met GalaShe wore our Piece of the Week, Glenn Spiro’s “Old Moghul Golconda” earrings, featuring fancy brown-yellow diamonds totaling 51.90 carats.
Events & AwardsMay 08, 2026
JA Announces 2026 CASE Award WinnersTwo pieces were named “Best in Show,” one from the retail category and one from the supplier category.
FinancialsMay 07, 2026
Brilliant Earth Appeals to Higher-Income Shoppers in Q1The jewelry retailer noted resilience among its higher-end customers while demand softened for its lower-priced offerings.
AuctionsMay 07, 2026
‘Spectacular’ Kashmir Sapphire Headlines Heritage Spring Jewelry SaleLed by the 6.59-carat sapphire, the sale garnered $9.7 million, a record total for a Heritage jewelry auction.
MajorsMay 07, 2026
Gannon & Scott Names New Regional Account ExecutiveIn his new role, sales specialist Billy Welshoff will focus on the eastern United States.
