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Out of control?

Refund abuse trends & solutions 

Merchant panel at RavCon 2024

  • Grant Shipway, Global Fraud Manager, River Island
  • Richard Brown, Fraud Analyst, Superdry
  • Adam Sherlock, Fraud & Payments Manager, FitFlop
  • Danièle Thillmann, Danièle Thillmann Consulting

Taking a major toll, refund abuse is on everyone's lips – and retailers all around the world are observing a steep rise.

In a casual chat, four fraud fighters, all experts from well-known brands, discuss challenges and solutions when dealing with opportunistically abusive buyers, professional refund fraudsters, good customers who make honest mistakes, and everyone in between.

Key insights include:

  • Why is refund fraud on the rise?
  • Metrics to measure refund abuse
  • What is a good customer?
  • Cross-team collaboration to address fraud
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