Footasylum reduces returns fraud by 90% after partnering with InPost
“InPost has transformed our returns process. Their label-free returns service has not only made it easier for us to process refunds faster, but it has also drastically reduced fraudulent claims.
Since switching InPost on as our free returns option, our NPS score for returns has jumped by 8.32% in one year. It's been a huge improvement for both our business and our customers.”
James McGhee, Director of Customer Experience - Footasylum
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A top name in UK streetwear, Footasylum brings together the latest trainers, clothing and accessories from brands like Nike, adidas and The North Face.
Known for keeping its finger on the pulse of streetwear culture, Footasylum is the go-to for stylish shoppers both online and in-store.
With a loyal fan base and an eye on the future, Footasylum is committed to delivering a standout shopping experience for every single shopper.
The Challenge
Footasylum faced a growing problem with fraudulent returns, which not only impacted their bottom line but also complicated their returns process for genuine customers.
As a major player in streetwear retail, they needed a solution that would crack down on returns fraud without creating friction for their shoppers.
The goal was clear: reduce fraud while keeping the returns experience seamless and hassle-free for their loyal customer base.
The Solution
After prioritising another carrier with little success, Footasylum knew they needed to explore a new return option.
Footasylum tackled their fraud issue head-on by choosing InPost as a key part of their returns strategy. By simplifying the process and tightening security, they made it harder for fraudulent claims to slip through the net.
InPost’s fully digital, label-free returns service eliminated the need for printed labels, removing opportunities for tampering (such as copying labels to claim refunds twice).
For a more detailed break down of how label-free returns combat return fraud, please get in touch with the InPost team here.
Now shoppers can simply scan a QR code at one of InPost’s 24/7 parcel lockers, found in high-footfall locations like supermarkets, train stations and shopping centres. To further protect each parcel, InPost lockers operate with CCTV surveillance at every locker location.
The Results
The partnership was a foot-stomping success – and drew some impressive results:
✔️ Fraudulent returns dropped by 90% With the introduction of InPost’s label-free returns service, it was far harder for fraudsters to manipulate the process, delivering an immediate and significant reduction in fraudulent claims.
✔️ Refund values decreased by over 44% Fraudsters, who typically claim large amounts, quickly realised they couldn’t exploit the system and took their schemes elsewhere. This didn’t just lead to fewer refunds overall – it specifically reduced high-value fraudulent claims. The result? A notable drop in refund costs, driving Footasylum’s bottom line forward.
✔️ 80% of all returns are now being handled by InPost More and more Footasylum customers are choosing out-of-home returns, with a huge 80% now going through InPost. And a high success rate, with a large percentage of returns transitioning seamlessly from ‘in transit’ to ‘refunded.’
✔️ Notable reduction in customer complaints After just two months with InPost, Footasylum saw a significant reduction in customer complaints about missing returns – a problem their previous carrier couldn’t solve.
✔️ Customer satisfaction soared with a YOY jump of 8.32% Footasylum’s Net Promoter Score (NPS) for returns jumped by 8.32% in one year since assigning InPost as the free returns service, hitting a mighty 77.78. Footasylum’s shoppers love how easy and fast the label-free returns are, making for a much happier customer experience.
Ready to simplify your returns?
Let’s talk about how we can streamline your returns process, cut down on fraud and make life easier for your customers.
Get in touch with the InPost team for a chat.