Appriss Retail launches dashboard for returns data

Appriss Retail has launched Engage Insights, a product that gives retailers a single dashboard for returns and claims data.

The analytics tool brings together information from online, in-store and call centre returns in one view, covering customers, product SKUs, stores and associates. It lets users move from organisation-wide trends to individual customer activity.

The launch addresses a persistent problem for retailers: returns data is often spread across separate systems and teams. Loss prevention, store operations and finance staff can use the dashboard to see where returns and claims are occurring and spot unusual patterns.

The system can be used to review where a denial took place and examine a customer profile across transactions, channels and identities. It can also help retailers sort high-volume returners by store visits, rank stores by return volume and average return size, and compare associate activity with that of peers.

Another use case is product analysis. A retailer investigating a rise in returns for a specific SKU can use the tool to assess whether the issue points to a defect or a mismatch between an online listing and the item customers receive.

Shared view

Engage Insights is designed to give different departments access to the same underlying returns and claims information. That reflects the way returns affect several parts of a retailer's business, from operations and eCommerce to merchandising and finance.

"Returns have never been a standalone LP problem; finance, operations, eCommerce, merchandising, and all teams have a stake in it," said Michael Osborne, Chief Executive Officer of Appriss Retail.

"Engage Insights puts the same data in front of every team, uniting them around granular retail loss trends. A bump in returns in one store turns into a conversation between departments to find a better way to prevent further bleeding margin down the line," Osborne said.

Identity tracking

Engage Insights also carries over the company's identity resolution technology. It allows retailers to link consumer activity across phone numbers, credit cards, email addresses and other identifiers to create a single purchase and return history across channels.

This shifts analysis away from treating online, in-store and other return routes as separate streams. Instead, the product centres on the customer and their behaviour across channels, which retailers can use when deciding whether to warn or deny high-risk returns.

Appriss Retail said its wider data pool includes more than 20 years of cross-retailer transaction history and 250 million unique customer IDs. It added that its return decisioning reaches 99.99% accuracy.

The new product follows the company's recent introduction of Sidekick, an agentic AI product tied to returns and retail loss workflows. Appriss Retail positions Engage Insights as an additional layer for retailers seeking a consolidated view of return-related activity across their operations.

It works with more than 60 of the top 100 US retailers and operates in 45 countries.