The Blind Spot in Your $706 Billion Returns Problem: How Dick's Sporting Goods Moved Beyond Fraud

Retailers lose $706 billion a year to returns—but only 2% is outright fraud. The real margin killers are the $86B in abuse that looks like normal shopping behavior and the $212B in processing costs that hit every return, legitimate or not. Most loss prevention strategies miss this entirely. Dick's Sporting Goods recognized that a fraud-first approach was leaving massive margin on the table—and penalizing their best customers in the process. In this session, Pedro Ramos (Appriss Retail) and Kevin Dodson (Dick's Sporting Goods) will share how Dick's shifted to a Total Retail Loss framework using customer-level risk scoring, a "warn and approve" decisioning model, and unified omnichannel data to protect margins without sacrificing the experience that drives 73% of shoppers to make an additional purchase after a positive return. Walk away with a new lens on your returns P&L—and a playbook for turning your biggest cost center into a competitive advantage.

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