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assist

Delivery claim fraud protection,
powered by IRIS™

Leverage Narvar’s advanced delivery claim fraud protection solution with transformational AI technology to combat abuse and personalize the customer experience based on the consumer’s fraud risk.

Delivery claim fraud protection,
powered by IRIS™

The value of AI-powered
delivery claim fraud
prevention

Retailers spend up to $70 every time a potentially-fraudulent delivery claim is submitted. With Narvar Assist, retailers can automatically identify bad actors from high-trust consumers, providing an exceptional experience while lowering costs. Narvar Assist helps retailers unlock significant ROI, increase efficiency, and reduce fraud-related expenses.

25%
reduction in delivery claim payouts

Decrease high-risk fraud with IRIS™ fraud signal to determine when delivery claim payout is appropriate.

80%
reduction of claim-related conversations

Provide consumers with a self service portal to free up your support team to focus on high-priority items.

+30%
deflection of ineligible delivery claims

Leverage Narvar's extensive historic and real-time delivery data points to automatically enforce your delivery claim policies.

Narvar Assist video thumbnail highlighting the 1 Trillion dollar fraud returns problem.

“Narvar has been a trusted partner for nearly a decade and plays a key role in our overall mission—to put the consumer at the center of everything we do and ensure our fans have an exceptional experience throughout the entire omnichannel shopping journey. Narvar’s IRIS™ and Assist solutions allow us to tap into new levels of personalization and efficiencies in the post-purchase experience. Moreover, the solution enables us to provide an exceptional customer experience while strategically optimizing our policies, streamlining and automating our operations, and reducing fraudulent abuse on both the outbound and returns shipping experience.”

Priya Buening

VP, U.S. Ecommerce at Levi Strauss & Co.

intelligent retail insights service (IRIS™)

AI-powered insights at scale

At the core of Assist is IRIS, Narvar's proprietary AI intelligence layer, which processes more than 42 billion consumer interactions annually to detect fraud in real time.

Return Reason
Order Value
Account Age
Payment Methods
Login Location
Return Reason
Order Value
Account Age
Payment Methods
Login Location
Return History
# of Claims Filed
Origin Scan
Claim Frequency
Time of Purchase
Referral Source
Return History
# of Claims Filed
Origin Scan
Claim Frequency
Time of Purchase
Referral Source
Fraud Risk
Exception Status
Suspicious Payments
Device ID
Carrier Scan
Fraud Risk
Exception Status
Suspicious Payments
Device ID
Carrier Scan
Visual Proof of Delivery
Destination Scan
Coupon Usage
Visual Proof of Delivery
Destination Scan
Coupon Usage

HOW IT WORKS

Provide a fully-personalized experience with IRIS™ fraud signal

Narvar Assist is a first-of-its-kind delivery claims fraud prevention software that provides the tools you need to reduce fraud, automate claims management, and enhance consumer satisfaction. It uses a proprietary intelligence fraud signal to identify bad actors from high-trust customers and personalize the outcomes based on your policy.

High-trust consumers

Provide best-in-class claim management options for high-trust consumers, including instant refunds, replacements, etc.

High-risk consumers

Enforce additional checks and inspections for requests from high-risk actors or deny claims entirely.

A screenshot of a Gap refund screen showing verified customer to automatically approve refund with options of gift card or credit back to the original form of payment.
A screenshot of a Gap refund screen requesting that the customer upload a photo of the refund item for reviewing claim based on fraud risk detection.

KEY FEATURES & BENEFITS

The power of data-driven
intelligence

A blue gradient showing a magic wand.

Automated delivery claims management

Streamline the claims and disputes management process with dynamic technology to enhance the efficient handling of delivery claims, both legitimate and fraudulent, reducing the burden on resources.

Reliable identity
verification

Implement stricter identity checks during the claim review process to ensure the consumer has a history of legitimate claims, significantly reducing the chance of fraud.

A blue heart with blue hands on either side.

Best-in-class personalized experiences

Offer an exceptional, branded experience to loyal shoppers with a history of legitimate claims, making them feel appreciated while still maintaining protection against fraud.

A blue and white chat support session with question mark and checkmark.

Responsive
customer support

Empower your customer support team with the data and insights they need to make informed decisions quickly, and prioritize their workload effectively.

Two blue and green gerars with a black background.

Seamless
integrations

Enrich your existing support tools with easy integrations for most customer support portals (Salesforce, Zendesk, Gladly, etc.)

A blue and white click button.

Minimal
customer impact

Employ world-class fraud detection tools that operate in the background, flagging only suspicious claims, allowing the majority of consumers to enjoy a smooth, hassle-free experience.

“Since implementing Narvar Assist, customer contacts have decreased due to its streamlined, intuitive interface.”

Braeden Conroy

Senior Customer Experience Manager at Dr. Martens

Frequently asked questions

What is delivery claim management?

Delivery claim management is the use of AI and software to streamline how retailers handle lost, stolen, or damaged package claims. With delivery claims on the rise, automation and data-based intelligence are key to managing claims efficiently and effectively. Instead of manual reviews, automation enforces policies, flags fraud, and resolves legitimate claims faster. This reduces costs, improves customer satisfaction, and minimizes operational strain for retailers managing high delivery volumes.

How does automated claims management improve customer experience?

When delivery issues occur, shoppers expect fast and fair resolution. Automated claims management provides a branded, self-service experience, allowing loyal customers to resolve issues in days rather than weeks (and reducing the cost of support teams handling these manually). This minimizes frustration, builds trust, and encourages repeat purchases — key to driving lifetime value.

What is delivery claim fraud protection and why is it important for retailers?

Delivery claim fraud protection is a system that verifies and investigates disputed deliveries to mitigate fraudulent claims of lost or stolen items. For retailers, it reduces unnecessary refunds, protects margins, and ensures only legitimate claims are honored, while still delivering excellent customer service. With delivery claim fraud on the rise, this protection is critical to safeguarding profits.

How does delivery claim fraud impact e-commerce businesses?

Fraudulent delivery claims can cost retailers millions each year through unwarranted refunds, reshipments, and increased operational workload. They can also inflate return rates and distort inventory tracking. Effective delivery claim fraud protection helps stop abuse while maintaining a positive experience for honest customers.

How can automated delivery claims management reduce fraud?

Automated solutions use retailer policies, fraud signals, and AI models to differentiate between trustworthy claims and abusive or fraudulent ones. By analyzing order history, delivery scans, and consumer behavior, retailers can reduce the number of refunds issued to customers violating the policy and mitigate suspicious claims while offering seamless service to trusted customers. This reduces claim payouts by up to 25%, protecting revenue by providing a positive customer experience to trusted shoppers.

What is the cost impact of manual claims management vs. automation?

Manual claims processes often cost retailers $25 – $70 per case, draining margins and overwhelming support teams. Automation deflects up to 30% of ineligible claims and resolves legitimate ones faster, cutting claim-related inquiries by as much as 80%. This means fewer resources spent on disputes and more focus on high-value customer interactions.

What is Narvar Assist?

Narvar Assist is an AI-powered delivery claims management solution that helps retailers reduce fraud, automate claims workflows, and enhance consumer trust. By leveraging IRIS™, Narvar’s proprietary intelligence layer, Assist reduces claim payouts by 25%, deflects 30% of ineligible claims, and reduces claim-related inquiries by 80%.

How does Narvar Assist improve operational efficiency?

Narvar Assist provides a branded, self-service claims portal that automates resolution, reducing support team workload. Retailers using Assist see up to 80% fewer claim-related conversations, allowing teams to focus on higher-value interactions. By enforcing claim policies automatically, Assist reduces costs while preserving customer satisfaction.

How does Narvar Assist personalize claims management?

With Narvar Assist, high-trust consumers can receive best-in-class experiences like quick refunds or replacements, while high-risk claims undergo stricter checks. Powered by 42 billion consumer interactions annually, Assist ensures the right outcome for every case — protecting margins while keeping loyal customers happy.

GET STARTED

Every interaction counts
“Beyond Buy”

Power them with Narvar to grow loyalty and margin delight.