Understanding fraudulent returns and mitigation strategies in multichannel retailing

The growth of online retailing has exceeded expectations over the last few years. This resulted in high product return rates, which retailers are struggling with due to complex and costly returns processing, logistics, financial implications. Additionally, come increased opportunities for fraud. During pandemic, new types fraud have emerged rates across all channels. Based on a series semi-structured interviews retail experts, we investigate factors that enable fraudulent from consumers' retailers’ perspectives outline strategies combat multichannel environment, leading framework We contribute critical insights research practices understanding addressing growing problem economic, social environmental