With one centralized view, loss prevention specialists, store operations, and financial leaders can drill into returns and claims by customer, store, employee, and SKU
Appriss Retail, the total loss platform for omnichannel retailers, announced the release of Engage Insights, an analytics tool that replaces fragmented returns reporting with a single view of all returns and claims data across channels, customers, product SKUs, and associates. Retailers can view returns trends from a macro, organization-wide view down to a single consumer’s omnichannel behavior.
Engage Insights consolidates returns and claims information to help investigate fraud and abuse and connect all teams around ways to reduce total loss.
The solution leans on Appriss Retail’s data intelligence consisting of 20-plus years of cross-retailer transaction data, 250 million unique customer IDs, and delivers 99.99% return decision accuracy. Engage Insights equips loss prevention (LP) executives, store operations teams, financial leaders, and all users with a view into where returns and claims are happening.
Engage Insights Connects Teams Around Their Data
Returns happen online, in-store, and via call center associates, and that data can be scattered. Engage Insights consolidates returns and claims information to help investigate fraud and abuse and connect all teams around ways to reduce total loss. Use cases of Engage Insights include:
- Seeing where and when a denial happens, then reviewing that customer’s full profile: every transaction, channel, and identity in one view.
- Filtering a retailer’s top 50 customers by return volume and organizing by store visits to identify shoppers spreading activity across locations.
- Ranking stores by return volume and average return size, identifying outlier locations.
- Flagging when an associate processes 3x more returns than their peers, supporting internal investigations.
- Investigating a spike in returns for a specific SKU to see if there’s a product defect or a mismatch between the online listing and what customers receive.
“Returns have never been a standalone LP problem; finance, operations, e-commerce, merchandising, and all teams have a stake in it,” said Michael Osborne, CEO of Appriss Retail. “Engage Insights puts the same data in front of every team, uniting them around granular retail loss trends. A bump in returns in one store turns into a conversation between departments to find a better way to prevent further bleeding margin down the line.”
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Engage Insights carries over Appriss Retail’s Identity Resolution technology, which includes the ability to link a consumer’s activity across phone numbers, credit cards, email addresses, and other identifiers to build a complete picture of their purchase and return history, regardless of channel. The linking helps retailers prevent abuse by intervening with warnings or denials for high-risk returns. Most solutions that monitor returns and claims think in channels. Engage Insights focuses on the consumer, creating a single view of their cross-channel behaviors to help retailers cut down on returns-related loss.
