The brief
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Demo coverage. The retailer and figures described here are fictional and exist to demonstrate this template’s retail-operations reporting.
A blanket no-questions-asked return policy was quietly replaced with a tiered system based on purchase history, and the change reduced return fraud sharply without measurably affecting satisfaction scores among repeat customers, who rarely hit the new limits anyway.
The customers most affected by the tightened policy were, by the retailer’s own data, the ones costing it the most money.
A tiered policy, not a blanket one
Repeat customers rarely hit the new tiered limits anyway; the customers most affected were the ones costing the most in fraud.
What this means in practice
A tiered policy based on real purchase history can cut fraud costs without touching the experience of loyal customers.
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