New Image position

This event is exclusive to BRC Retail Members and by invitation only. 

Retailers are increasingly facing first-party or 'customer' fraud, where legitimate purchases are falsely disputed through refund or chargeback processes. This growing trend is creating significant financial and operational challenges across the sector.

The post-pandemic shift towards digital retail has introduced streamlined return and refund mechanisms, which, while customer-friendly, have also created new vulnerabilities. In response, BRC continues to advocate at policy and operational levels and collaborate with stakeholders including the Home Office, City of London Police, and UK banks to tackle this.

This event will bring together BRC members to explore current fraud challenges, share insights, and examine how technology is helping retailers prevent loss while maintaining a smooth customer experience. The event will feature speakers from Ravelin, River Island, and BRC retail members who will share their insights on how fraud is impacting their business and how they tackle it. Recognising that members are at various stages in addressing fraud, the event will underscore the need for open discussions and the sharing of best practices.

Reducing the losses associated with first party fraud will enable merchants to focus on continuing to deliver great service and lower prices to their genuine customer base without needing to introduce wider measures that would damage the continued growth of digital trading and ecommerce.
 
All discussions will take place under Chatham House rules, ensuring confidentiality and fostering a candid exchange of ideas. Additionally, the event will provide opportunities for members to participate in open discussions where they can share their challenges and best practices.