Reviving revenue and trust for a top e-commerce player with fraud management

A leading Indian e-commerce marketplace was confronted with a mounting challenge of e-commerce fraud management and returns, impacting revenue and customer trust. In response, we leveraged our seasoned research and retail insights team to craft a comprehensive strategy. Armed with a holistic solution, find out how the client witnessed tangible cost savings, reinforcing their market standing and customer trust with ongoing support from us.

Objective and challenges

The client, a prominent Indian e-commerce marketplace, faced a growing issue of fraudulent returns, causing revenue loss and customer trust erosion. Their challenge was to combat this trend effectively, particularly in the high-value product category, starting with electronics and expanding to others.

Approach and solution

The Netscribes team of season experts in research and insights, especially in retail, devised a comprehensive approach to tackle these e-commerce fraud management challenges:

• We processed a staggering 53,04,000+ return incidents
• Protected revenue worth 3,000+ Crores, thus being a High-value Authorized Service Provider
• Elevated the Return Acceptance Rate (RR) to an impressive 12.5%
• Enlisted a dedicated team of 200+ specialists, meticulously specialized across product categories
• Implemented an automated workflow to streamline incident processing
• Addressed a wide array of return reasons, from damaged products to supply chain issues
• Conducted real-time internal audits, optimized SOPs, and secured client approvals
• Ensured the continuous training and evaluation of our team

Results delivered

Our collaboration brought remarkable results:

• Substantial reduction in revenue losses due to fraudulent returns
• Improved Return Acceptance Rate, signifying an effective identification of fraudulent returns
• Restoration of customer trust and satisfaction through a more secure return process
• A dedicated team guaranteeing high accuracy across diverse product categories
• An enduring partnership equipped to tackle evolving challenges in the e-commerce landscape