Fraud & Abuse Protection
Stop returns fraud. Without losing your best customers.
parcelLab scores every return in real time and routes each customer into the right journey. Friction for the bad. Fast-track for the good. Same workflow.
Why now
Tightening returns policy isn’t working.
Spotting returns fraud was never the hard part. Acting on it, in the moment and inside the return, is where retailers get stuck.
The signal is already there. The action isn’t.
Retailers have fraud data. What they lack is the ability to act on it the moment a return is happening. That’s the gap.
One policy, one experience: that’s the trap.
The policy that stops bad actors also pushes away your best customers. Different customers need different journeys.
Payment fraud tools can’t see returns.
Checkout fraud tools protect the transaction. Returns fraud happens after, at drop-off, in transit, at refund.
Detection without action is just a report.
Dashboards don’t deny refunds. parcelLab routes returns into different journeys automatically, at the moment of return.
Catch the bad actors. Reward the good ones.
Score every return, route it by risk, and act before the refund goes out.
Three steps, every return.
1
Score
Every return is scored in real time on behaviour, history and risk signals, before any refund is approved.
2
Route
Each return is sorted into the right group based on its score: trusted, neutral, or high-risk.
3
Act
Each group gets the treatment you’ve set for it. Trusted shoppers get instant refunds. High-risk returns get inspection.
Protect margin without losing loyalty.
Score every return on real behavior.
Every return is scored on signals drawn from the full post-purchase journey we already see.
- A jacket returned after 2 days looks very different to one returned after 28. We flag the gap before the refund goes out.
- Return rate of 60% may be normal in fashion, alarming in electronics. We score against your own customers, not an industry average.
- An empty box claim. The same return reason, every time. We catch the patterns a single return never reveals.
Same controls. Two completely different journeys.
The same experience levers, configured two ways. The score decides which one each customer gets.
- Trusted customers refunded on first carrier scan; flagged customers wait for warehouse inspection.
- Loyal customers get all return methods and options; flagged customers get drop-off only.
- Loyal customers get warm, branded comms; flagged customers get neutral, policy-led comms.
From risk signals to real action.
Shape return policies, reasons, journeys and case reviews, all within the parcelLab app.
- Refund methods, return windows, journey triggers, set per brand or risk level.
- Ready-made configurations for every risk level. Pick any and apply it in a click.
- Describe your goal in plain language and Copilot builds the playbook with you.
Built for the teams that care about returns.
Your questions, answered.
Payment fraud tools catch fraud at checkout. parcelLab catches what slips through at the return. The two are complementary, not competing: we’re the layer they can’t see.
The scoring is consistent. The policy on top is fully yours. Set thresholds, choose actions, A/B test them, across as many brands or segments as you need.
For existing parcelLab customers, it’s configuration, not development. The signals are already flowing: activating them for scoring is a 1-3 week setup. For new customers, the timeline is parcelLab’s standard onboarding.
It’s not binary. Loyal customers go into the trusted flow. Flagged customers go into the gated flow. Everyone else gets your standard journey. You set the thresholds. Every decision is reversible, and your CS team can override any flag.
Yes. parcelLab is open by design. Our scoring runs on native behavioral signals, and where it helps, we can ingest detection signals from third-party fraud and risk providers, including identity, address, and network-level signals. You stay in control of the action layer, whichever detection sits underneath it.