Brick in the Box
Sellers blame buyers for swapped returns. The evidence points at the returns hub.
The job
Traces every claim that a customer returned a brick, a used item or the wrong serial number through each handover. Finds where the swap really happened, repays the sellers who were robbed, clears the buyers wrongly accused, and closes the gap.
The moment
Sellers claim buyers returned a brick or a used item instead of what they bought. The seller team expects a list of abusive buyers.
Instead, tracing each return through every handover puts 71% of these claims on one returns hub's night shift: 212 swaps across 64 sellers, from 298 claims, with a likely range of 66 to 76%.
The accused buyers are cleared, and the batch of repayments to sellers goes for approval with an apology.
Eight weeks later, the hub's record shows the leak closed in all 8 weeks.
What it does
- Open a swap case
- Trigger a hub audit
- Reimburse robbed sellers
- Tell accused buyers they are cleared
- Notify sellers and exclude custody leaks from penalties
What you see
Chain-of-custody board with padlock reveal, opening in accusation mode and ending on a CLEARED stamp.
What it moves
Swap claims per 1,000 returns at each hub, dollars repaid to wronged sellers, and accused buyers cleared.
Built for
- CX leaders & VoC
- Operations
- Risk & fraud
