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How 19 Customers Stole $1.4 Million Through Returns
What if you could start with the answers instead of drowning in spreadsheets when returns fraud hits your business? This episode reveals how AI and large language models can flip your investigation process completely backwards - starting from the headline impact and drilling down to individual bad actors.
Vito Petruzzelli demonstrates a revolutionary approach to returns analysis that cuts through the traditional export-pivot-table nightmare. Instead of getting buried in hundreds of thousands of rows of data while the landscape shifts around you, see how you can instantly identify high-value customers against those responsible for abusive returns.
The conversation digs deep into practical policy enforcement challenges with insights from fraud fighters across different industries. Shelley Soucy shares her battle-tested approach to separating legitimate "dressing room at home" shoppers from malicious actors, including her tiered restock fee strategy and instant refund restrictions.
Key topics covered:
[00:00] Intro
[03:37] Why AI prevents analysis paralysis
[06:05] The fraud investigation spreadsheet trap
[11:05] Reframe returns using reverse engineering
[14:53] Customer lifetime value drives decisions
[16:10] Start with headlines not spreadsheets
[18:06] Damaged item patterns reveal logistics issues
[21:30] Finding high dollar return outliers
[24:52] Building workflows for repeat offenders
[28:31] Where to draw bad actor lines
[32:01] Intent matters more than return rates
[34:33] Instant refund thresholds save money
[37:03] Calculating the perfect restock fee
[40:23] Percentage based return fees work better
[44:39] Moving beyond cart approval queues
Matthew Blanchard raises the critical question every business faces - where do you draw the line between good customers and bad actors? The discussion explores percentage-based fees, customer lifetime value calculations, and the psychology behind pricing thresholds that actually work.
Justin Hicken breaks down a sophisticated returns management system, including membership programs that waive return fees for loyal customers while maintaining strict oversight of serial returners.
Learn how to move beyond order-by-order approval decisions and start tackling the bigger revenue optimization opportunities that make you indispensable to leadership. This isn't about becoming better at declining transactions - it's about becoming the strategic problem solver your company needs.
View all episodes
By 🤠Vito at SignifydWhat if you could start with the answers instead of drowning in spreadsheets when returns fraud hits your business? This episode reveals how AI and large language models can flip your investigation process completely backwards - starting from the headline impact and drilling down to individual bad actors.
Vito Petruzzelli demonstrates a revolutionary approach to returns analysis that cuts through the traditional export-pivot-table nightmare. Instead of getting buried in hundreds of thousands of rows of data while the landscape shifts around you, see how you can instantly identify high-value customers against those responsible for abusive returns.
The conversation digs deep into practical policy enforcement challenges with insights from fraud fighters across different industries. Shelley Soucy shares her battle-tested approach to separating legitimate "dressing room at home" shoppers from malicious actors, including her tiered restock fee strategy and instant refund restrictions.
Key topics covered:
[00:00] Intro
[03:37] Why AI prevents analysis paralysis
[06:05] The fraud investigation spreadsheet trap
[11:05] Reframe returns using reverse engineering
[14:53] Customer lifetime value drives decisions
[16:10] Start with headlines not spreadsheets
[18:06] Damaged item patterns reveal logistics issues
[21:30] Finding high dollar return outliers
[24:52] Building workflows for repeat offenders
[28:31] Where to draw bad actor lines
[32:01] Intent matters more than return rates
[34:33] Instant refund thresholds save money
[37:03] Calculating the perfect restock fee
[40:23] Percentage based return fees work better
[44:39] Moving beyond cart approval queues
Matthew Blanchard raises the critical question every business faces - where do you draw the line between good customers and bad actors? The discussion explores percentage-based fees, customer lifetime value calculations, and the psychology behind pricing thresholds that actually work.
Justin Hicken breaks down a sophisticated returns management system, including membership programs that waive return fees for loyal customers while maintaining strict oversight of serial returners.
Learn how to move beyond order-by-order approval decisions and start tackling the bigger revenue optimization opportunities that make you indispensable to leadership. This isn't about becoming better at declining transactions - it's about becoming the strategic problem solver your company needs.