Preventing refund fraud article and permission to publish here provided by Carol Trehearn.
Managing a supply chain can be strenuous enough without having to worry about the integrity of refund requests.
Refund fraud is a very real threat to retailers, and it can put a great deal of tension on the customer-to-business relationship.
Taking a preventative approach can help you make sure you do not fall victim to the scam without having to aggravate or disappoint your honest customers.
Even though a refund here and there might not seem like much of a worry in terms of company finances, the logistical and reputational ramifications can be massive.
Here are some tips to help you protect and strengthen your supply chain infrastructure:
Utilizing Great Software
Turning to the virtual world for support can help you secure many aspects of your supply chain, not least of all the security side of operations.
Some of the best online fraud prevention services can ensure that you stay safe by utilizing advanced methods of security, such as device intelligence software and SCA (strong customer authentication) capabilities.
This can be a great way to introduce a solution that does not directly affect the customer’s experience yet allows you to identify fraudulent practices at the same time.
A Flexible Approach
It can be exceptionally difficult to determine when a customer’s refund request is authentic, and there is no one guaranteed rule that will solve every issue.
Taking a flexible approach can greatly aid you in this area, and you can start to do this by making sure you know your products and why people are claiming they need to be refunded in the first place.
Asking for customer feedback is a good way to gain a comprehensive understanding of why your wares might need to be refunded, so you should make sure to put a strong policy in place.
Learning to Recognize Patterns
Keeping an eye on the data can help you recognize patterns and, hopefully, seek out any malicious actors.
For example, if a certain customer is continuously asking for refunds at specific times and without good reason, it is likely worth investigating them further.
It is worth bearing in mind that it could be a genuine request, so ultimately, the decision rests on your shoulders. Before you make the call, however, it is worth consulting all of the available information and also thinking about the impact it could have on the overall customer experience.
Customers need to be able to get refunds on goods and should not be made to feel embarrassed or uncomfortable doing so.
Ensure Your Products Are Accurately Described
If you fail to state a key feature of a product, or perhaps the lack of a key feature, there is every reason a customer might want to ask for a refund.
Spending a little more time on your product descriptions might be a great way to reduce the risk of this happening. Plus, it is a good way to make your wares more marketable in the first place.