50% of Consumers Use AI for Return Requests, Retailers Face Pressure
According to a report by Riskified, consumers are increasingly using AI tools like ChatGPT to write persuasive return requests, leading to increased pressure on retailers to handle returns. Additionally, consumer acceptance of behaviors like “Bracketing” (buying multiple items to return some) continues to rise, raising awareness of the risk of return policy abuse for sellers.
What are the key facts?
- 150% of consumers use AI to draft return requests
- 232%-49% prefer AI for return processing
- 385% accept strategic return behavior
What happened?
Riskified's latest report shows that about 50% of consumers have begun using AI tools (like ChatGPT, Claude) to draft return or refund requests. This trend makes return requests more persuasive, placing significant pressure on retailers' after-sales handling. Additionally, 85% of consumers accept 'Bracketing' behavior, indicating a higher risk of return policy abuse.
What does this mean for cross-border sellers?
Sellers need to optimize return policies and leverage AI to assist in reviewing return requests to mitigate increasing return fraud and cost pressures.