Nine in 10 retailers experienced increased return fraud in the past 12 months. For every 100 euro worth of items returned, retailers are losing more than 10 euro. But can they prevent it?
Biggest challenge in online retail
Customers trying to return ineligible items (51%) is the most common type of fraud/policy abuse, followed by quality disputes (45%) and ‘wardrobing’ (35%), where a customer returns an item after wearing it.
Respondents believe the main reason why consumers engage in return fraud is the current economic climate, with customers trying to abuse return policies to improve their own financial situation (55%). Other factors include the intention to use items only temporarily (37%) and dissatisfaction with product quality (25%).
