Podcast
Just over a year ago, 93% of global merchants said offering generous returns and refund policies was vital to engaging and retaining customers. Today, the story is quite different. Over three-quarters of merchants feel overwhelmed by the volume of potentially fraudulent or abusive claims they receive regarding exchanges, refunds, or returns. Many have reactively tightened … Continued
For seasoned retailers, it might feel that the all-important holiday shopping season comes around sooner every year. As merchants worldwide gear up for the surge in sales that Black Friday and the holiday season brings, the urgency to maximize sales needs to be coupled with an urgency to mitigate losses. Sadly, booming sales also signal … Continued
In the fraud community, many still see digital identity resolution primarily as a way to reveal and block the bad actors behind fraud and policy abuse. But the true power of understanding digital identities goes well beyond that. Used to its fullest, identity resolution provides a way to not only combat fraud and policy abuse, … Continued
The outsize challenges and costs of policy abuse created by a relatively small number of individuals are causing some merchants to retreat from the generous policies they’ve put in place. In doing so, they’re relinquishing the relationships and brand equity they’ve worked so hard to build with good customers. But is retreat the only answer? … Continued
Ecommerce policy abuse presents a $100 billion catch-22 for merchants. In a survey of 300+ merchants globally, the vast majority of respondents reported they can’t compete without offering generous policies and promotions — yet those same generous policies invite costly abuse. The key challenge in handling policy abuse is identifying the “who” behind the order … Continued
In the eCommerce world as in life, Q4–the “golden quarter”, as it’s often known–is responsible for about a third of merchants’ annual revenue, with a steep increase in sales and an influx of new customers. But after every high comes the hangover, with an overwhelming flood of remorseful buyers, conniving resellers, and just plain opportunists. … Continued
The holiday season is finally here, and eCommerce is positioned for double-digit growth YoY yet again. But along with an influx of shoppers, merchants are getting ready to take on never-before-seen challenges, from navigating the global supply chain crisis to striking a delicate balance between in-store and online channels. In the latest episode of … Continued
Since early 2020, the COVID pandemic has thrust airlines into turbulence, with global air travel nearly slowing to a halt. More than a year later, it seems the travel industry is ready to take off again, but the journey ahead is long: according to the International Airline Transport Association’s (IATA) forecast, the industry is … Continued
Every autumn, our Insights team combs through piles of data to try to come up with an analysis of consumer trends for the upcoming holiday season. This year, however, poses some obvious challenges. In the latest episode of our podcast, Emilie Grunzweig, Director of Insights, walks us through how she approached this task in … Continued
