Verified Operating Case
Tier 1 Luxury Streetwear Distributor(North America)
A DTC luxury streetwear distributor deployed ReturnGuard to route review-worthy patterns on high-value SKU returns through a human Fraud Ops reviewer, while keeping the customer-facing experience unchanged for low-risk cases.
- Segment
- Tier 1 Luxury Streetwear Distributor (North America)
- Channel
- DTC apparel
- Region
- West Coast, United States
- Annual GMV
- $140M
- Roles involved
- Logistics Manager · Fraud Prevention Lead · CX Supervisor
“The scoring logic successfully isolated habitual returners without degrading the experience for high-LTV customers. We stopped funding professional wardrobers within two months of deployment.”
Anonymized by agreement. No logo or internal dashboard screenshots. Figures apply to this operating workspace and are not a guarantee of individual outcomes.
Before ReturnGuard
- Review process
- Manual Zendesk review of damaged and wrong-item claims
- Decisioning
- Binary approval or denial based on customer loyalty tier
- High-risk segment return rate
- 18% — attributed to wardrobing and fraudulent non-receipt claims
- Manual review time
- 4.2 hours average per case
After ReturnGuard
- Review process
- ReturnGuard scoring on high-value SKU returns over $300, with human reviewer at every decision
- High-risk segment return rate
- Decreased to 11% within 90 days of deployment
- Manual review time
- 14 minutes per high-risk case
- Loyal customers
- High-risk scores route to review; refunds are not automatically denied and low-risk cases keep their existing experience