Why consumers bend the rules for retail returns

Understanding the behavior, motivations and deterrents
Pulse of the Auto Industry

According to NRF, 10.6 percent of online returns are fraudulent. Large-scale criminal activity aside, it’s often a retailer’s best customers who are taking advantage of the system and contributing to this loss. How can you better identify questionable activity and take measures to mitigate it, while not alienating customers? Narvar conducted this consumer research to illuminate the scale of these activities, what motivates them and what may prevent them. These insights can help brands develop the right strategy to better identify potential leakage and personalize their returns program with a blend of incentives and deterrents to address these issues in a targeted way.