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Have you ever wondered why retailers seem to be cracking down on returns lately? It's not just about inflation or shrinkage; there's a much larger issue at play. Retailers are grappling with a $743 billion problem—returns. But what if I told you that this clampdown is just the tip of the iceberg? What if you've been under surveillance for your return behavior without even knowing it?
Retailers are tightening their return policies, adding fees, and缩短退货期限. While many assume these measures are solely due to fraudulent returns, the reality is more complex. Returns have always been a financial burden, and the rise of e-commerce has magnified the issue. Retailers now absorb the costs of postage, transit, and lost items, prompting them to change their policies to combat fraudsters and reduce expenses.
But the story doesn't end there. Big box retailers have been tracking and profiling customers based on their return behavior. Enter the "return score," a metric that evaluates customers on their return habits. This score can determine whether you're flagged as a risky returner, potentially leading to restrictions or bans on future returns.
Imagine buying a laptop from a local big box store, returning it within the allowed timeframe with all the right documentation. Then, you decide to return a flat-screen TV from the same store, only to be told you can't. Why? Because behind the scenes, your data has been shared with a third-party loss prevention service that has been building a profile on you for years.
Enter The Retail Equation, a company that partners with retailers to outline what constitutes potentially fraudulent behavior. Their software tracks various factors, such as return frequency, transaction value, and purchase history, assigning scores to customers who may exhibit risky behavior. This means even innocent shoppers could be penalized for seemingly normal return activities.
For some, this surveillance goes unnoticed. For others, it results in warnings or outright bans at the return counter. Customers have lodged complaints, feeling blindsided by these practices, leading to several class action lawsuits against The Retail Equation between 2020 and 2023. These lawsuits allege that the software often provides inaccurate information, leaving shoppers with little recourse to access or correct their data.
As interest rates rise, retailers are looking to cut costs wherever they can. Returns, which can cost up to 40% of the original retail price to process, are a prime target. The Retail Equation's own data shows that the US retail industry lost over $101 billion to return fraud and abuse in 2023. With these financial pressures, retailers are left with no choice but to implement stricter policies.
In conclusion, the next time you make a return, remember that your actions might be under scrutiny. The retail world is changing, and the return game has become a complex dance of data, policies, and consumer behavior.
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