Returns, refunds & exchanges: How to stop good customers from paying the price of policy abuse Global insights & policy playbook 2024

Huge amounts of revenue disappear year-over-year due to fraud and abuse in returns, refunds, and exchanges. This hotbed of bad behaviour includes false item-not-received (INR) claims, returning worn or damaged items, reselling goods for profit, and promotional code misuse. This report reveals merchants are forcing customers to pay the price of policy abuse, implementing shorter grace periods to make claims, introducing returns and restocking fees, and enforcing tighter inspections and restrictions.

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