Genuine Return or Actually an Urn? How Argos reduced online returns fraud by 88%!

A couple of years ago Argos identified a dramatic increase in the number of fraudulent returns being received back to their fulfilment locations. Although the company have a robust inspection process in place for customers returning items in store, the doorstep collection process was set up with only customer experience in mind, which opened it up to manipulation by fraudsters. By tracking the volume and value of returns closely, Argos were able to create a business case to change internal processes and dramatically reduce the cost impact year over year. In this session we will showcase real-world examples of items returned to Argos, to demonstrate how returns fraud has become a widely acceptable practice for otherwise genuine customers and the overlap between them and organised fraud. There will be practical advice on minimising risk and driving change engagement with your stakeholders while balancing the customer experience.

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