Event overview
https://colinecr.wufoo.com/forms/qyb5os91vvqq70/The session will be lead by Professor Michael Townsley and will reveal new insights from one of the largest studies ever conducted into fraudulent and abusive return behaviours. Drawing on surveys of 6,000 shoppers across four countries, deep dives into online refunding communities, and workshops with leading retailers, the research exposes how fraud and abuse really happen—and what you can do to prevent and mitigate the risk.
In this meeting, you can expect to learn more about the distinction between fraud and abuse—and why each demands a different prevention strategy. New evidence on how a small group of repeat offenders can account for most fraudulent activity and finally, the need to protect *vulnerable front-line teams** from social engineering and manipulation.
The research will also talk to the three critical enablers to prevention work, 1) aligned KPIs, 2) joined-up data, and 3) empowered staff.
Finally, the research describes a practical and two different playbooks for returns Fraud and abuse, and examples of crime scripts that will allow you and your business to imagine the right playbook for your business and its returns problems.
After the presentations, we will hear from several of the retailers who were involved in the research and how they have acted upon the insights, recommendations and developed their own, and unique playbooks.
This meeting is for retailers, brand owners and academics only.
