13.7%
of returns tied to fraud or abuse in 2023 NRF / Appriss research
NRF and Appriss Retail, 2023 Consumer Returns report
Guide
Return evidence
Return evidence that makes QC decisions obvious
Return evidence is the visual record of what the customer is sending back: product, packaging, tags, accessories, before or at pickup. Without it, warehouse surprises become refund regrets.
Reason codes are not return evidence
“Defective,” “wrong size,” and “not as described” are labels. They do not show the item. Agents escalate. Finance refunds. QC later finds an empty box or a different SKU.
Asking for return evidence earlier moves the truth upstream. Honest customers usually comply when the ask is clear and mobile-friendly. Abusive returns get harder to hide.
Industry context
Numbers ops teams actually feel
These are attributed industry figures from retail returns research and common ops ranges, not Vefri case studies. Use them to size the problem for your catalogue and AOV.
Pre-pickup
Evidence collected before reverse transit beats arguments after open
QC best practice
Pairing
Return clips are strongest when delivery video already exists
Verification workflow
Minutes
to capture a continuous product walkaround on a phone
Typical customer effort
What good return evidence includes
Give customers a checklist so every clip is usable.
Outer pack and seal
Show how the return is packed. Tamper and empty-box patterns often start here.
Product identity
SKU labels, colour, size tags, serial stickers, slowly and in focus.
Completeness
Cables, manuals, freebies, hang tags. Partial returns should be visible on camera.
Claim alignment
If they say “damaged,” show the damage. If they say “wrong item,” show the item clearly.
How to operationalise return evidence
Put the requirement in your return policy. Trigger capture when a return is requested for covered SKUs. Block refund automation until evidence is present or QC waives it. Review side by side with delivery media.
- Prefer one continuous video over five blurry photos
- Store media on the order, not in a shared Drive folder
- Train support: no evidence, no instant refund on high-risk returns
Return evidence before money
A tight sequence keeps honest returns moving.
Step 1
Request
Customer starts return. System asks for capture when required.
Step 2
Capture
Phone link records the product and packing.
Step 3
Review
QC compares to delivery baseline if available.
Step 4
Refund
Approve only after verification clears, or document the exception.
Collecting return evidence with Vefri
Vefri issues return capture links, associates recordings with the order, and presents them next to delivery video. WhatsApp delivery of the link keeps completion rates practical for India D2C.
Size the leak with the return fraud cost calculator or the ROI calculator.
FAQ
Common questions
Return evidence is photo or video proof of the item being returned, used to verify condition and identity before issuing a refund.
Get started
Ask for return evidence before the refund
Start free and attach capture links to your return flow.