Ecommerce has exploded, and while the growth is a boon to retailers, it has also opened new worlds of opportunity for fraud. In particular, false Did Not Arrive (DNA) and Item Not Received (INR) claims cost retailers millions of dollars each year. Persistent news reports of supply chain disruptions and shipping delays actually make matters worse, providing “bad actors” with implied support for their claims that their items were never received.
Validating DNA and INR claims puts an undue burden on your agents. Fraudsters have set up elaborate schemes that make it virtually impossible for your representatives to discern which individual claims are legitimate and which ones are fraudulent, while achieving the main goal of keeping consumers happy and eager to continue to shop with you. It takes the power and speed of the real-time artificial intelligence (AI) in Appriss® Engage to identify and flag potential fraudsters to give your team the insights needed to make the right decisions.
Realize significant annual savings by denying appeasements or reshipments for fraudulent claims.
Provide customer service agents with hard-data guidance to determine eligibility for an appeasement or reshipment.
Send clear message to fraudsters that your company is not an easy target for fraudulent DNA and IRA claims.
Enhance your reputation as a retailer that takes care of its customers.
Applying artificial intelligence data analysis across all your transactions, Engage hones in on people who frequently change components of their identity (email, bill to address, ship to address, phone number, etc.). A connection is flagged whenever two of the identifiers appear on the same transaction or connected transactions.
Engage then flags the shopper account(s) to give your employees or automated systems recommendations to approve, warn, or deny a claim based on guidelines defined by your company. The result: Potentially millions of dollars of direct value back on your bottom line.
“Using Engage, we identified an individual fraudster who had 119 adjusted transactions over a 12-month period. He used 105 different email addresses and 113 different customer IDs. The majority of his adjustments were for just two shoe styles.”
– Eva Sciulli, Former Sr. Product Manager, Digital Fraud, Dick’s Sporting Goods
In addition to claims fraud, Appriss® Engage can help minimize the losses from many other types of consumer fraud or abuse, including friendly abuse scenarios.
Purchase made in-store or online at a discount and then returned for full price.
Consumer claims the item was damaged upon receipt, securing a reshipment without return.
Bulk purchases are made at deeply discounted rates, but then unsold items are returned when not resold.
Consumer uses a combination of gift cards, store credit and credit cards to purchase online, then returns all items claiming the full refund to the credit card.
How Dick’s Sporting Goods is Managing the Omnichannel Experience
Use our online tool to see YOUR financial gain from reducing claims fraud.
A data-driven solution that enhances the consumer returns experience to drive profitable sales while reducing fraud and building loyalty.
Verify identifies and predicts fraudulent and abusive consumer behavior. It is the most widely used return optimization tool in the retail industry. It has been proven effective in reducing return rates by 8 percent and decreasing shrink by 13 percent for major retailers in a variety of retail formats and verticals.
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