The objective of this e-book is to provide you with benchmarks, trends and insights that elicit your own questions and hypotheses when it comes to setting return policies that balance customer experience, margins and fraud/loss.

The UK and EMEA ecommerce landscape is evolving, with shifting consumer behaviour, rising fraud threats and new opportunities for global expansion. While domestic growth remains slow, cross-border sales are increasing, highlighting international markets as a key growth driver.

At the same time, first-party fraud and refund abuse are on the rise, and upcoming Visa policy changes will make chargeback management more challenging. Retailers must adapt to protect revenue while delivering seamless customer experiences.