Understanding fraudulent returns and mitigation strategies in multichannel retailing
Understanding fraudulent returns and mitigation strategies in multichannel retailing
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.
Fraud, Multichannel retail, Product returns, eCommerce
Zhang, Danni
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Frei, Regina
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Senyo, P.K.
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Bayer, Steffen
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Gerding, Enrico
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Wills, Gary
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Beck, Adrian
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27 September 2022
Zhang, Danni
c81a5801-9c21-4c27-a340-45874b5274f9
Frei, Regina
fa00170f-356a-4a0d-8030-d137fd855880
Senyo, P.K.
b2150f66-8ef9-48f7-af32-3b055d4fa691
Bayer, Steffen
28979328-d6fa-4eb7-b6de-9ef97f8e8e97
Gerding, Enrico
d9e92ee5-1a8c-4467-a689-8363e7743362
Wills, Gary
3a594558-6921-4e82-8098-38cd8d4e8aa0
Beck, Adrian
0ac17f40-0376-4b3f-afd8-d3eb547ca88f
Zhang, Danni, Frei, Regina, Senyo, P.K., Bayer, Steffen, Gerding, Enrico, Wills, Gary and Beck, Adrian
(2022)
Understanding fraudulent returns and mitigation strategies in multichannel retailing.
Journal of Retailing and Consumer Services, 70, [103145].
(doi:10.1016/j.jretconser.2022.103145).
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.
Text
1-s2.0-S0969698922002387-main (1)
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More information
Accepted/In Press date: 18 September 2022
e-pub ahead of print date: 27 September 2022
Published date: 27 September 2022
Additional Information:
Funding Information:
This research is funded by the UK Economics and Social Research Council (reference ES/V015605/1) and supported by the ECR Retail Loss Group .
Publisher Copyright:
© 2022 The Authors
Keywords:
Fraud, Multichannel retail, Product returns, eCommerce
Identifiers
Local EPrints ID: 470696
URI: http://eprints.soton.ac.uk/id/eprint/470696
ISSN: 0969-6989
PURE UUID: 17e258ce-1ca3-4c8a-a4d4-77006e5e7bef
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Date deposited: 18 Oct 2022 16:41
Last modified: 17 Mar 2024 04:06
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