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    Fraudulent returns - Money for Nothing
    How Do We Put An End To Fraudulent Returns?

    Product, Returns, Fraud, Retail, Shopping, Customer, Service, CSR, Inventory
 

How Do We Put An End To Fraudulent Returns?




What do I want to change, fix, or improve? What’s the expected/desired outcome?

Con artists are using receipts from already-purchased items to return the same items still on shelves for a quick buck.  How can this scam be exposed to reduce loss for the store and higher prices for customers?

What do I know about this? How should I proceed?

Customer service reps (CSRs)  process many returns every day.  Returned items must be tagged as “Return” when entering store.  Review the checks with the CSRs that they must perform to properly process a return.

Learn more, click here.

Problem solving checklist for CSRs processing returns:
  • Check every return for a return tag - no tag, no return
  • Look at customer receipts to see if anything seems unusual (date, time, number of items purchased)
  • Involve a manager if you are still unsure if the return is legitimate or fake

How do I know if it is done right?

Number of returns processed will decrease and documentation will exist for why each product was returned.

Tags

Product, Returns, Fraud, Retail, Shopping, Customer, Service, CSR, Inventory
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