Order Protection
Engage Order Protection safeguards ecommerce margins by identifying high-risk transactions at the point of purchase using the same proven AI models that combat returns and claims fraud. This proactive approach lets you apply targeted actions like requiring in-store pickup or restocking fees while keeping the experience seamless for legitimate customers.
Fraudulent and abusive returns and claims are costing retailers more each year, reaching $103 billion last year alone.
The Challenge
Returns and claims erode margins. Whether fraudulent or abusive, “one size fits all” policies end up hurting your best customers and sometimes still let fraudsters through. While a consumer may have legitimate claims of packages being stolen after they are delivered, constantly re-shipping orders is a huge drain on profits. Similarly, someone who is constantly buying multiple sizes of the same item and returning what doesn’t fit erodes margins as well. And of course, consumers that are committing outright fraud hurt those margins even more.
Retailers need a way to assess the risk of each transaction and dynamically apply strategies that allow sales while protecting profits at the same time.
The Solution
Order Protection allows you to safeguard your profits while still delivering the seamless, frictionless retail experience your best consumers expect. By understanding the consumer’s return and claim history, risk mitigation strategies can be introduced at the point of transaction. Risky transactions can be flagged or adjusted with necessary conditions, like in-store pickups or restocking fees, so your bottom line stays protected.
The best part? You don’t have to compromise on generous return policies for your good consumers. With Order Protection, you can continue offering perks like free returns to trusted shoppers while stopping those who abuse the system. For consumers who exploit policies without technically violating them, you can implement tailored measures—such as requiring a signature for frequent claims or enforcing final sale terms for high-return shoppers—to deter misuse while preserving customer loyalty.
Engage Order Protection is a module within the Appriss Engage solution that applies AI modules to shopper interactions to offer dynamic cart guidelines based on shopper profiles.
Benefit: Reduced returns and claims, saving millions while ensuring every customer gets the experience they deserve.
Key Features of Engage
Flexible Return Parameters
Retailers can confidently offer consumer-friendly return policies without increasing exposure to fraud or abuse.
Behavior-Based Authorization
Engage leverages AI models and statistical models, reviewing individual behaviors to authorize returns, making it highly effective in reducing fraud and abuse.
Real-Time Recommendations
Engage assesses customer behavior and return history, providing recommendations to approve, deny, or warn during the return process. Warnings are often perceived more positively than denials, helping to preserve customer loyalty.
The Appriss Linking System connects the dots in your data
Applying artificial intelligence and advanced data models across all your transactions, the Appriss Linking System links purchases, returns, orders, claims, appeasements, credit cards, and other information to create a more consistent view of shopper behavior.
Engage instantly analyzes the linked transactions to give your systems automated recommendations to approve or deny a return, or issue a warning based on guidelines defined by your company. The result: Profit dollars directly back on your bottom line. Good customers have a great experience while fraud and abuse are deterred.
How It Works
With Order Protection, you can tailor risk mitigation strategies based on a customer’s return and claim history. Below are just a few examples of actions you can apply:
Accept the Order as Usual – Maintain a seamless experience for good customers with no restrictions.
Final Sale – Reduce repeated returns from frequent returners by making certain purchases non-returnable.
Signature Required – Prevent false claims of missing or undelivered packages by adding a signature confirmation at delivery.
Reduce returns & cut shrink to recapture profit with Appriss Retail.
Connect with the Appriss Retail team to see how you can drive revenue back to your bottom line by stopping fraud and abuse from checkout to return: in-store and online.
You’re in the right place if your company wants to:
- Deliver a customer-first returns experience while protecting margins
- Empower your front-line to manage returns and claims with ease
- Cut shrink without slowing sales and adding headcount
- Identify gaps in people, places, products, and processes to stop fraud
- Gain complete visibility into incidents to prevent future issues