Benchmarking E-Commerce Loss

This week, Colin Peacock is joined by Professor Michael Townsley to reflect on ECR Retail Loss’s first-ever meeting focused on benchmarking KPIs for e-commerce loss — an increasingly vital yet under-defined area of retail loss prevention.

Drawing on insights from six global retailers, they explore how different teams are measuring key metrics like acceptance rates, chargebacks, returns disputes, and fraud — often using different language to describe the same problems.

Their discussion also highlights the gap between malicious and non-malicious losses, and the importance of creating a unified framework for tracking both.

With the goal of building clear benchmarks for the industry, they highlight the need for deeper collaboration, better data, and more interventions to tackle e-commerce loss.

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