Nearly Half of Consumers Use AI for Return Claims, Forcing Retailers to Tighten Policies — Riskified Ltd.

Event summary

Nearly half (50%) of consumers use generative AI tools like ChatGPT or Claude to draft return or refund claims.
46% of shoppers believe returning items because they look different in person is acceptable, while 42% see 'bracketing' (buying multiple sizes/colors to return most) as fine.
Retailers are responding by tightening return policies, shortening return windows, and deploying advanced AI detection to distinguish legitimate behavior from abuse.
52% of consumers support stricter return policies, with 60% willing to adjust behavior if they understood the true cost of returns.

The big picture

Riskified's research highlights a growing tension between consumer expectations and retailer sustainability, driven by AI-powered fraud. As return abuse becomes mainstream, retailers must balance margin protection with customer experience, leveraging advanced AI solutions to distinguish between legitimate shoppers and policy abusers. This shift reflects broader industry trends toward personalized ecommerce experiences and identity-based intelligence.

What we're watching

AI Adoption: How the widespread use of AI in return claims will force retailers to accelerate their own AI-driven fraud detection capabilities.
Policy Tightening: Whether retailers can successfully implement differentiated return policies without alienating loyal customers.
Consumer Behavior: The pace at which consumer attitudes toward return abuse will shift as stricter policies become more prevalent.