Product returns management has become a cornerstone of modern e-commerce. Consumers demand flexible, fast and often free policies. For brands, it is a lever for customer loyalty… but also an operational and financial headache. Behind the promise of a seamless customer experience lies a complex reality: orchestrating reverse flows, controlling costs and, now, countering rampant fraud.
The operational challenge: managing the complexity of returns
Each return involves several parties: customer service, warehouse, carrier. Too often, these systems operate in silos, leading to delays, errors and a poor customer experience. A parcel dropped off at a collection point may remain invisible to customer service, generating calls, frustration and late refunds.
This is where Reversys comes in. Its collaborative SaaS platform puts an end to this fragmentation by orchestrating the entire return flow, from online declaration to refund. It centralises information for all parties, ensures consistency of operations and offers unprecedented agility. E-merchants can customise their policies: immediately refund a VIP customer as soon as the parcel is dropped off, or wait for verification for a high-value product. This orchestration transforms returns into a strategic lever, capable of boosting satisfaction and loyalty.
A rapidly growing phenomenon: return fraud
But behind the operational complexity lies an even greater danger: fraud. With payments becoming more secure, fraudsters have shifted their attacks to returns. This phenomenon, known as return abuse, takes various forms: returns of used or worn products under the pretext of a defect, requests for refunds for products received but declared as undelivered, or exploitation of free or extended return policies.
The figures are clear and show a worrying trend. In 2023, 13.7% of returns were deemed fraudulent, an increase of more than 10% in one year, according to Datadome. In 2024, 40% of retailers reported being victims of return abuse, according to the 2025 Global Fraud and Payments Report by Visa / Cybersource.
What is even more worrying is that the majority of companies are not prepared. In 2021, nine out of ten companies feared an increase in the risk of fraud and cybercrime, but six out of ten had not allocated a specific budget to deal with it (Fevad/Euler Hermes). In other words, the threat is known, but the means to counter it remain insufficient.
The answer: the Reversys x Oneytrust alliance
To meet this dual challenge – operational and security – Reversys and Oneytrust have joined forces. Together, they offer a unique solution that combines intelligent orchestration and predictive risk analysis.
Reversys streamlines and personalises reverse logistics, while Oneytrust, the European leader in e-commerce fraud prevention, brings its expertise in behavioural scoring and proactive detection. As soon as a return is declared, Oneytrust assesses the risk in real time. Reversys uses this information to adjust its strategy: immediate refunds for reliable customers, enhanced checks for high-risk profiles, and selection of the most secure or economical carrier depending on the context.
This approach drastically reduces fraud while guaranteeing a premium experience for honest customers. It gives e-merchants back control over their returns, transforming a process often perceived as a constraint into a lever for performance and profitability.
Did you know?
By integrating Oneytrust’s reliability with Reversys’ returns management, e-merchants can anticipate risks even before the parcel reaches the warehouse, thereby protecting their turnover and reputation.
Is your company prepared to tackle return fraud? Discover how Reversys and Oneytrust can transform your reverse logistics ! Discover the solutions offered by Reversys.
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