Understanding fraudulent returns and mitigation strategies in multichannel retailing

Zhang, Danni, Frei, Regina, Senyo, P.K., Bayer, Steffen, Gerding, Enrico, Wills, Gary and Beck, Adrian 2023. Understanding fraudulent returns and mitigation strategies in multichannel retailing. Journal of Retailing and Consumer Services 70 , 103145. 10.1016/j.jretconser.2022.103145

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Abstract

The growth of online retailing has exceeded expectations over the last few years. This has resulted in high product return rates, which retailers are struggling with due to complex and costly returns processing, logistics, and financial implications. Additionally, online returns come with increased opportunities for returns fraud. During the pandemic, new types of returns fraud have emerged and returns fraud rates have increased across all channels. Based on a series of semi-structured interviews with retailers and retail experts, we investigate factors that enable fraudulent returns from consumers' and retailers’ perspectives and outline strategies for retailers to combat product returns fraud in a multichannel environment, leading to a framework for retail fraud. We contribute critical insights to research and practices on understanding and addressing a growing problem that has economic, social and environmental implications.

Item Type:	Article
Date Type:	Publication
Status:	Published
Schools:	Business (Including Economics)
Publisher:	Elsevier
ISSN:	0969-6989
Date of First Compliant Deposit:	20 October 2023
Date of Acceptance:	18 September 2022
Last Modified:	20 Oct 2023 11:00
URI:	https://orca.cardiff.ac.uk/id/eprint/162997

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