By Danni Zhang, Regina Frei, P.K. Senyo, Steffen Bayer, Enrico Gerding, Gary Wills and Adrian Beck

The growth of online retailing has exceeded expectations over the last few years. This has resulted in high product return rates, which retailers are struggling with due to complex and costly returns processing, logistics, and financial implications. Additionally, online returns come with increased opportunities for returns fraud. During the pandemic, new types of returns fraud have emerged and returns fraud rates have increased across all channels. Based on a series of semi-structured interviews with retailers and retail experts, we investigate factors that enable fraudulent returns from consumers' and retailers’ perspectives and outline strategies for retailers to combat product returns fraud in a multichannel environment, leading to a framework for retail fraud. We contribute critical insights to research and practices on understanding and addressing a growing problem that has economic, social and environmental implications.

Journal of retailing and consumer services, Vol.70, 2023. 103145

By Shane D. Johnson and  Manja Nikolovska

Objectives Routine activity theory suggests that levels of crime are affected by peoples’ activity patterns. Here, we examine if, through their impact on people’s on- and off-line activities, COVID-19 restriction affected fraud committed on- and off-line during the pandemic. Our expectation was that levels of online offending would closely follow changes to mobility and online activity—with crime increasing as restrictions were imposed (and online activity increased) and declining as they were relaxed. For doorstep fraud, which has a different opportunity structure, our expectation was that the reverse would be true. Method COVID-19 restrictions systematically disrupted people’s activity patterns, creating quasi-experimental conditions well-suited to testing the effects of “interventions” on crime. We exploit those conditions using ARIMA time series models and UK data for online shopping fraud, hacking, doorstep fraud, online sales, and mobility to test hypotheses. Doorstep fraud is modelled as a non-equivalent dependent variable, allowing us to test whether findings were selective and in line with theoretical expectations. Results After controlling for other factors, levels of crime committed online were positively associated with monthly variation in online activities and negatively associated with monthly variation in mobility. In contrast, and as expected, monthly variation in doorstep fraud was positively associated with changes in mobility. Conclusions We find evidence consistent with routine activity theory, suggesting that disruptions to people’s daily activity patterns afect levels of crime committed both on- and off-line. The theoretical implications of the findings, and the need to develop a better evidence base about what works to reduce online crime, are discussed. 

Journal of Quantitative Criminology, 2022.

By Amber Evans, Strategy & Insight Manager | Fernanda Reynoso-Serna, Analyst | Freya Smith, Analyst | Dr Ellie Brown, Head of Strategy | Sophie Davis

Most people are more worried about being affected by online fraud than other crimes, such as knife crime, burglary and sexual offences, according to a new large-scale survey – which also highlights the emotional impact of being an online fraud victim. The research, funded by the Dawes Trust, was based on a nationally representative sample of over 3,313 adults across England and Wales as part of a survey conducted by data organisation WALR. The vast majority of those polled, 92%, said online fraud was a very big or quite big problem in the UK. When asked what crimes they were most worried about being affected by, 55% said online fraud, 44% burglary and 47% knife crime. The poll also found that younger people (aged 18-34) were most likely to be affected by online fraud, with 32% reporting having been a victim in the last twelve months compared to 16% of over-35s. However, half of those questioned believed the elderly were most at risk. Of those who had been victims of online fraud: 20% said their physical health had suffered, 32% reported a psychological impact, 42% were affected financially, 47% experienced an emotional impact, including feeling embarrassed, angry or ashamed. 23% of all victims said they had experienced anxiety, 12% experienced disturbed sleep and 11% experienced depression as a result of the online fraud. The survey also shows that just over half of victims reported the fraud to either the police or Action Fraud. Victims were more likely to contact their bank (41%) than to go to the police (32%) or Action Fraud (28%), the UK’s national fraud reporting centre.

London: Crest Advisory, 2023. 32p.