The Returns Self-Audit.
Tell your loyal high-returners from your serial abusers. A free field guide and worksheet to price returns customer by customer, on your own numbers. Runs in an afternoon, no access required.
The Returns Self-Audit
What’s inside
Why the rate can't answer this
Your best customers and your worst customers both return a lot. The four profiles, and why the blended rate hides all of them.
Fraud vs. abuse
Two problems with opposite owners. A checklist to sort criminal fraud from first-party policy abuse.
What a return actually costs
The full reverse-logistics stack, worked on an $80 apparel return, with a column to fill in your own.
Score net contribution
A five-step worksheet to price a customer after returns, plus keep rate, the bracketing signal the rate misses.
Segment the policy
Four segments, four moves. Why blanket return fees tax the loyal high-returners you most need to protect.
The worksheet is the manual version. The model runs it on your whole book.
Doing this once in a spreadsheet is a good afternoon. Forward CLV scores every customer net of returns, continuously, so you can separate the loyal high-returner to protect from the abuser to gate. It starts with the free diagnostic, on your own data.
Read-only access · No deck required · You keep the analysis either way