The ReturnFence blog
Field notes on wardrobing, bracketing, serial returners, and the decision layer of returns.
Building a perimeter around your returns flow
Think of your returns flow as a perimeter. Right now, for most brands, it has one gate and no guard: every request comes through the same portal and g...
Friendly fraud and the returns desk
Friendly fraud sounds softer than it is. The package arrived, the item was kept, and the dispute or false claim says otherwise. It lands on the return...
Enforcing policy without losing good customers
The fear behind every lax returns policy is churn. Tighten anything and the thinking goes, and honest customers walk. So brands absorb abuse as a cost...