Combatting order and returns fraud as an ecommerce business

The panel

Sean Scanlon, Managing Partner @ Karlon Group‍

Adam Caton, Head of Customer Operations and Logistics @ Rapha

Carson Gilvey, Director of Operations and Supply Chain @ CREO

Kyle Bertin, Co-founder and CEO of Two Boxes

The topic

In 2023 alone, brands lost $38 billion to fraud — and bad actors are only becoming more sophisticated.

This leads to a ton of challenging questions for operators: Should brands implement order insurance? Is it fair to put protection costs on customers? Can your 3PL be an ally in identifying and acting on fraudulent activity? What kind of data should be tracked to identify suspicious orders, and what’s the best way to set that up? 

Whether order and returns fraud is happening at the hands of regular customers (soiled inventory, “returning” 10 items but only sending back 6) or through more savvy, organized methods (fake tracking numbers, boxes full of rocks), the impact it has on brands is very real.

The SOP Community is excited to bring together a panel of ops leaders to discuss how to set up processes that make identifying and combatting returns fraud an always-on activity, not something that happens as a fire drill.

Learn more about The SOP Community, and request to join here.