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UPS uses AI to detect fakes in the midst of a surge in holiday returns

According to the reverse logistics company owned by UPS, nearly one out of every ten retail items returned to the U.S. for a refund is fraudulent. The company says that it plans to use artificial intelligence to help retailers combat this $76.5 billion problem.

Happy Returns, a UPS-owned company that processes boxless returns, is testing an AI fraud detection tool this holiday season with a few clients. These include apparel sellers Everlane Revolve and Under Armour. This was revealed by Happy Returns' CEO David Sobie during a tour of the company's Los Angeles hub.

Return fraud is a form of theft where a customer requests a refund for an item but sends back something of lesser value. For example, a knock-off product that can't be sold.

Return Vision, an AI tool from Happy Returns, helps find fraudulent returns. It does this by flagging suspicious packages and analyzing their contents. Then, it sends them to humans for a final audit, who can verify fraud and deny the refund. Happy Returns is a specialist in returns without a box or label. Customers can take their unwanted items to one of nearly 8,000 "returns bar" located inside Ulta Beauty or UPS stores. Workers scan, bag and label the items, which are then combined into large boxes that are sent to processing hubs every day, saving retailers money and time. The service is popular with both shoppers and fraudsters because it's easy to use and offers instant refunds. Sobie stated that Return Vision was tested in early November, and other retailers will begin using the tool this month to process the surge of returns during the holiday shopping season. Jim Green, director of logistics and fulfillment for Everlane, an online retailer that sells cashmere and other clothing, said the effort was to address a problem which compounds costs. Returns are already a drag to profits, as the costs of shipping, restocking, and preparing goods for resale add up.

"Not receiving the actual items is a double blow. "It's hundreds and thousands of dollars per year for us alone," he said.

Revolve and Under Armour representatives declined to comment. According to Happy Returns, and the National Retail Federation's study, around $849.9 Billion worth of retail goods will be returned by 2025. This is equivalent to about 15.8% of all sales.

The report stated that 9% of these returns would be fraudulent.

UPS competitors Amazon.com, FedEx and the United States Postal Service are also offering boxless returns. Amazon's returns service uses both automated tools and physical inspections to flag returns that may be risky. FedEx declined to comment immediately.

Recently, executives polled by large consulting firms said they believed generative AI would eventually transform their business, but were reconsidering the speed at which it will occur within their organization. Accordingly, 85% merchants who responded to the Happy Refunds/NRF survey said that they used AI or machine-learning to identify and fight fraud. However, results were mixed.

Happy Returns executives claim that their AI program helps them identify incorrectly returned items. It doesn't address other issues such as "wardrobing", when customers return damaged or worn items.

How it works

Happy Returns' AI fraud detection tool begins working as soon as a customer initiates an online return.

The system flags returns that are initiated before or soon after the item has been delivered, shoppers who have linked multiple email addresses to their account, and returns from people involved in suspicious past activities. When workers at drop-off locations scan unwanted items into the Happy Returns software, they have access to photos that show the item. They can reject obvious mismatches.

"Sometimes, humans do not always notice small differences between an item that has been returned and the one purchased," CEO Sobie stated.

Human auditors will open the packages that have been flagged once the returns arrive at the Happy Returns hubs located in California, Pennsylvania and Mississippi.

The company stated that they take pictures, which are then fed into the AI tool. It compares the images with other information and images about the products expected to be returned. The AI is then reviewed by human teams, who make the final decision.

If you are returning a $300 pair of boots, and you arrive with dirty old sneakers you should be caught right away. Return Vision adds an extra layer to protection in some cases that are not so obvious, said Green. The tool flags less than 1% returns as having a high probability of fraud. About 10% of the flagged items end up being confirmed as fraudulent, according to the company. Each fraud has an average value of $261.

Juan Hernandez-Campos, Happy Returns' Chief Operating Officer, said that the tool is becoming more important as fraudsters are becoming more sophisticated.

"Bad actors adjust." "We need to adapt as well," he said.

(source: Reuters)