As ecommerce businesses scale, delivering fast, seamless, and consistent refund experiences becomes increasingly important. However, growing refund volumes, complex exception handling, and inconsistent policy application can create delays, operational inefficiencies, and fragmented customer experiences.
MathCo partnered with a leading ecommerce retailer to modernize refund operations through a custom-built agentic refund orchestration framework. By combining autonomous agents, intelligent decisioning, and a unified data layer, the solution accelerated refund resolution, reduced fraud and leakage, and improved policy adherence; enabling a more predictable and customer-centric post-purchase experience.Problem Statement
A leading ecommerce retailer was struggling to manage increasing refund volumes through largely manual processes. High exception rates, inconsistent policy application, and fragmented decision-making workflows created delays in refund resolution and led to inconsistent customer experiences. The lack of a scalable, intelligent framework also limited the organization’s ability to proactively identify fraud risks and maintain operational efficiency as refund demand continued to grow.
Impact
- 30% decline in refund fraud and abuse
- $18M annual reduction in refund leakage
- 24% reduction in refund processing time
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