The returns process is vital for building brand loyalty and maximizing customer lifetime value (CLTV), as 84% of shoppers say they would abandon a retailer after a bad returns experience.

However, some of the most-coveted customer experience perks are at odds with the most-critical business objective: profitability. 

For example, bad actors are taking advantage of lax, customer-friendly return policies as a way to commit fraud. In 2023, return fraud contributed to $101 billion in retail losses, with retailers losing an average of $13.70 for every $100 in returned merchandise. 

How can brands offer an exceptional returns experience without sacrificing profitability? 

Personalization. 

This whitepaper and webinar explore how best-in-class omnichannel brands are leveraging hyper-personalization to offer a great returns experience while protecting themselves from the financial strain of return fraud.