Supply Chain Management Tips: Prevent Returns Fraud!

Managing a supply chain can be stressful enough without worrying about the integrity of refund requests.

Refund fraud is a very real threat to retailers and can put a lot of strain on the customer-business relationship.

A preventive approach can help you ensure you don’t fall victim to the scam without upsetting or disappointing your honest customers.

While a refund here and there might not seem like a big deal in terms of company finances, the logistical and reputational impact can be massive.

Here are some tips to help you protect and strengthen your supply chain infrastructure:

Using great software

By turning to the virtual world for support, you can secure many aspects of your supply chain, not the least of which is the security side of operations.

Some of the best online fraud prevention services can ensure you stay safe by using advanced security methods like device intelligence software and SCA (strong customer authentication) features.

This can be a great way to introduce a solution that doesn’t directly impact the customer experience while still allowing you to detect fraudulent practices.

A flexible approach

It can be exceptionally difficult to determine when a customer’s refund request is genuine, and there is no guaranteed rule that will solve every problem.

A flexible approach can help you a lot in this area, and you can start by making sure you know your products and why people are claiming they need to be refunded in the first place.

Ask for customer feedback is a good way to get a full understanding of why your goods may need a refund. So make sure you implement a strict policy.

learn to recognize patterns

By keeping an eye on the data, you can spot patterns and hopefully spot any malicious actors.

For example, if a particular customer keeps asking for refunds at certain times and for no good reason, it’s probably worth investigating further.

Remember that this may be a genuine request, so the ultimate decision rests on your shoulders. Before making the call, however, it’s worth consulting all the information available and also thinking about the impact this might have on the overall customer experience.

Customers must be able to receive refunds for goods and should not feel embarrassed or uncomfortable doing so.

Make sure your products are accurately described

If you fail to provide a key feature of a product, or perhaps a key feature is missing, there is every reason a customer might want to request a refund.

Spending a little more time on your product descriptions could be a good way to reduce the risk of this happening. Plus, it’s a great way to make your wares more marketable in the first place.

Refund fraud prevention article and permission to publish here provided by Carol Trehearn. Originally written for Supply Chain Game Changer and published on October 14, 2021.

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