Balancing Profitability and the Post-Purchase Experience

In today’s economic environment, retailers must provide a seamless and convenient post-purchase experience to foster customer loyalty and drive repeat business.

• 82% of shoppers say they sometimes (31%) or always (51%) check a retailer’s return policy before making a purchase.
• Nearly 50% of shoppers choose a retailer based on return-related factors, such as convenient return methods, flexible policies, and refund options.
• A positive return experience is a powerful driver of repeat business, with 84% of online shoppers stating they would abandon a retailer after a bad returns experience.

However, customer-friendly return policies come with risks. Bad actors exploit these policies to commit fraud, significantly impacting profitability. In 2023, return fraud accounted for $103 billion in retail losses. Alarmingly, 52% of consumers admit to participating in return fraud at least once, a sharp increase from 36% in 2023.

How can retailers balance the need for exceptional post-purchase experiences with the imperative to protect profitability? The answer lies in personalization.

Introducing Narvar Assist: AI-Powered Fraud Prevention Software

Narvar Assist is the world’s first AI-powered fraud prevention software for delivery claims. Built on Narvar’s Intelligent Retail Insights Service (IRIS™)—an AI platform fueled by over 42 billion annual consumer interactions—Narvar Assist distinguishes bad actors from high-trust customers. This allows retailers to deliver personalized resolutions while safeguarding profits.

How Narvar Assist Uses Personalization to Prevent Fraud

Narvar Assist leverages IRIS™, an advanced platform combining machine learning, data intelligence, and analytics with deep retail industry expertise. Powered by over 42 billion annual consumer interactions, IRIS™ enables Narvar Assist to:

• Utilize proprietary fraud detection signals to differentiate between high-trust customers and bad actors.
• Personalize outcomes based on retailer policies, ensuring fair, efficient resolutions tailored to each customer.

With Narvar Assist, retailers can:

• Offer high-trust customers exclusive post-purchase perks, such as instant refunds and free return shipping.
• Implement strategic checks for high-risk claims, preventing losses while maintaining an exceptional customer experience.

By incorporating intelligent personalization, retailers can approach each customer interaction strategically, aligning tailored experiences with business goals while enhancing trust and loyalty.