Retailers know the pain of no-fault returns – items sent back not because they’re defective… but because customers are uncertain, confused, or misinformed. No-fault returns aren’t just frustrating, they’re also expensive for brands. A recent report showed that U.S. retail returns in 2024 amounted to $685 billion, accounting for more than 13% of total U.S. retail sales. While this statistic is staggering, there is a silver lining: many of these costly returns are avoidable with the right tools in place.
Visual engagement tools such as video support, secure file uploads, and real-time co-browsing improve issue resolution on the first contact, prevent unnecessary returns, and stop return fraud. These aren’t just smart support upgrades – they’re saving millions of dollars. In this blog, we’ll explore how visual support tools like video calls, co-browsing, and real-time secure uploads are helping brands reduce product returns and improve customer satisfaction before the holiday return spike hits.
The No-Fault Return Epidemic
The true cost of no-fault returns goes far beyond lost sales – the hidden costs quickly add up. Every product that is returned triggers an expensive chain reaction involving the cost of reverse logistics, labor costs for inspection and restocking, loss of resale value, and unnecessary waste. Apparel may need to be repackaged, electronics retested, or furniture written off entirely if damaged in transit during the return trip.
Many of these returns never should have happened in the first place. For example, a customer might send back a “broken” coffee maker when the issue was actually a misunderstanding during the initial setup process. Another customer might return a piece of furniture because the color looked different on their screen than in person. And in some cases, customers will fraudulently engage in a return, such as claiming items were never delivered, or sending back used goods under the guise of “defects.” These no-fault returns hurt retail margins just as much as legitimate returns, and they also erode trust between brands and customers when left unchecked.
The no-fault return epidemic grows even larger during the holiday return spike. While holiday shopping drives record sales in Q4, return rates take a nosedive at the same time. Return rates double in Q4 into Q1 as consumers rethink purchases, exchange gifts, or exploit lenient return windows. For many retailers, this means starting the new year not with revenue gains, but with an avalanche of costly no-fault returns that strain warehouses, retail staff, and cash flow. Without better ways to resolve customer issues before a return is initiated, the cycle repeats year after year and creates an ongoing epidemic of avoidable return losses.
Results in Action
In a major retailer deployment, Grypp cut avoidable returns by 21.5%, saving £58.8K per week in item value and £10.8K in process costs. Over a year, that equated to £3.5 million in savings and an exceptional 170–190x ROI.
Why Traditional Return Workflows Fall Short
Traditional return workflows rely heavily on customers to provide descriptions over the phone or through long email chains. But these static workflows often fall short. Customers may struggle to explain the merchandise issue or miscommunicate it entirely. Additionally, agents can’t see the issue the customer is describing with traditional return workflows. This blind spot results in misdiagnoses, where the easiest path forward becomes approving an unnecessary return instead of resolving the issue in real time. Products that aren’t actually defective are shipped back, clogging supply chains and cutting into margins.
These traditional return workflows also lengthen resolution times. What could have been solved in minutes with visual context can drag on for days of back-and-forth calls and email chains. Customers grow frustrated waiting for answers, leading to more escalations that not only cost more to handle but also erode customer trust. In an era where speed defines customer experience, a slow, confusing, and outdated return workflow can be the difference between keeping or losing a customer’s loyalty.
Further, documentation captured through email in traditional return workflows lack proper security safeguards. Attachments get lost, important details slip through the cracks, and fraudulent claims can go unchecked. Without a secure audit trail of customer interactions, retailers face data loss, increased fraud risk, and higher risks of disputes and compliance issues.
The Visual Solution: Real-Time Return Validation
Instead of leaving it to guesswork, allow your customers to show customer service agents the product issue instead of simply just explaining it. Here’s a snapshot of how Grypp’s suite of visual engagement tools radically improve return workflows:
With Grypp’s VideoAssist, agents can instantly see what the customer sees, whether it’s a broken product, a missing part, or simply a customer setup error. Instead of relying on static email or phone conversations that can be vague and confusing, retail agents can use VideoAssist for one-way video streaming with annotation tools to guide customers step-by-step in real time. This eliminates miscommunication, reduces product returns, and gives retail support teams a powerful way to spot fraudulent or invalid return attempts before products are shipped back. The ability to visually diagnose issues also means customers feel heard and supported – resolving issues on the spot, overcoming problems faster and creating more trust.
Grypp’s UpLoad feature makes it easy for customers to share proof of a product issue instantly, without the friction of email attachments or delays from switching between phone support to email. A simple upload of a photo, video, or document allows agents to validate problems quickly, preventing no-fault returns before they begin. Every file is captured in a secure, compliant environment, leaving behind a complete audit trail that protects against fraud and supports regulatory requirements. For both customers and agents, it’s a faster, easier, and more secure way to assess issues and improve return workflows.
Many no-fault returns are due to issues that could have been fixed if only the agent had visibility into the customer’s journey. Grypp’s CoBrowse and ScreenShare capabilities solve this by letting agents securely view and guide customers through their screens in real time. From troubleshooting checkout problems to helping configure electronic devices, agents can collaborate directly with customers to solve the problem before a return is ever considered. Not only does this reduce “fixable” return volumes, it also cuts support time, avoids repeat callbacks, and leaves customers with a smoother, more personalized experience.
Business Impact: Efficiency, Savings & Sustainability
The business impacts of integrating visual support into your return process are vast and immediate. By cutting down on no-fault returns, retailers reduce the heavy costs of shipping, processing, and restocking. Instead of items being marked down, written off, or discarded, they remain in circulation, protecting margins and boosting operational efficiency.
The sustainability impact is also significant. Fewer unnecessary returns mean fewer trucks on the road, less packaging waste from restocking, and fewer products ending up in landfills. A recent report showed that U.S. retail returns generated 9.5 billion pounds of landfill waste annually. As customers increasingly value environmentally responsible brands, a streamlined, low-waste return process signals a retailer’s commitment to sustainability. Combined with faster, more accurate resolutions, these efficiencies drive higher customer satisfaction scores (CSAT) while also lowering the volume of costly escalations.
Another positive business impact from visual support tools in the return process is fraud prevention. A recent study found that fraudulent return abuse accounted for more than 15% of all returns from U.S. retailers. With one-way video support, secure file uploads, and co-browsing, agents can quickly verify legitimate product issues and damage, while flagging suspicious return tickets. Every interaction is documented with a full audit trail to reduce risk, ensure compliance, and give retailers visibility into agent-level performance. This data not only helps teams spot patterns of fraud but also provides insights for continuous process improvement – turning fraudulent return prevention into a measurable driver of business savings.
Perfect for Big-Ticket, Complex, or Seasonal Goods
Visual support tools are perfect for a wide array of retail use cases. Electronics, furniture, appliances, and wearable tech often come with high price tags and complex setup requirements, making visual support key in reducing no-fault returns for these big-ticket items. A customer struggling to connect a smart speaker or assemble a new adjustable standing desk may assume the product is defective, when in reality it’s a simple setup issue. With visual support tools, agents can instantly see the problem, walk the customer through the correct installation process, and prevent unnecessary returns.
When it comes to seasonal goods, timing and demand create added complexity. Consider holiday decorations, winter sporting equipment, or outdoor furniture – products that are often purchased in peak seasons and returned when customers are unsure about use or compatibility. By enabling agents and remote support teams to “see before they refund,” retailers can keep merchandise in circulation during critical sales windows rather than dealing with costly returns.
Whether you operate via e-commerce, a physical storefront, or a combination of the two, visual support tools reduce product returns for every type of retail environment. Online shoppers benefit from remote troubleshooting before they initiate a return and ship products back, while in-store associates can use the same tools to resolve product issues when a customer comes in with a potential return.
Reduce Product Returns Before They Happen
Returns will happen, but no-fault returns don’t have to. With Grypp’s visual engagement platform, you don’t just hear the problem – you see it, verify it, and solve it before the product comes back as a return. Book a demo and see how Grypp can help your team verify issues in real time, lower return rates, and protect your bottom line.
See the conversation. Solve in real-time.
FAQs: How Retailers Are Using Visual Support to Reduce No-Fault Returns and Save Millions
What are no-fault returns?
No-fault returns occur when customers send back non-defective products due to confusion, miscommunication, or buyer’s remorse, increasing costs and straining retail operations.
How can retailers reduce product returns?
Visual support tools like video calls, co-browsing, and secure uploads help agents verify and resolve issues in real time, preventing unnecessary returns before they occur.
Which products benefit most from visual support?
Big-ticket, complex, and seasonal products – electronics, appliances, furniture, wearable tech, and holiday items – see the biggest reduction in no-fault returns.
How does visual support prevent return fraud?
Agents can instantly verify genuine product issues, flag suspicious claims, and maintain a secure audit trail, reducing fraudulent or invalid return attempts.
Can visual support improve sustainability?
Yes. Fewer unnecessary returns reduce shipping, packaging waste, and landfill contributions, helping retailers operate more sustainably.
Is visual support effective for online and in-store retail?
Absolutely. Online shoppers get remote guidance, while in-store associates can resolve issues visually on the spot, preventing returns in any retail environment.
Why is visual support critical during the holiday return spike?
High-volume seasonal purchases often lead to more no-fault returns. Visual support resolves issues in real time, protecting margins and improving customer satisfaction.
