Consumer Returns Management 2019

October 21 - 23, 2019

Hyatt Regency Austin, TX

Justin Henkenberns, Senior Leader, Profit Protection & Security at Restoration Hardware
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Justin Henkenberns


Senior Leader, Profit Protection & Security
Restoration Hardware

Check out the incredible speaker line-up to see who will be joining Justin.

Download The Latest Agenda

Day 2: New Dimensions in Customer Loyalty, Brand Protection and Risk Mitigation


2:40 PM Panel: Balancing Loss Prevention and Customer Satisfaction

With the loss from annual merchandise return fraud estimated at $18.4 billion, and fraud and abuse combined amounting to $24 billion in the US alone, the need for improvements and implementation of advanced data analytics technologies is evident. However, is there a golden mean between protecting your business and maintaining customer satisfaction?

Our expert panelists discuss best practices in preventing fraudulent returns, minimizing retail shrinkage, and balancing out fraud prevention initiatives and positive customer experience. Main takeaways include:

  • Successful practices in handling returns that pose potential risks without negative impact on customer satisfaction
  • Protecting your business from employee fraud 
  • Managing omnichannel and receipt-less returns and fighting fraudulent BORIS returns
  • Ensuring adequate merchandise inspection at the point of in-store returns and down the supply chain