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Hey, @abaigail we are working with our CSM team on this question. I will get back to you as soon as possible! 

@brucebrak do you have experience with such situations? Please, share your insights with us! 

Hey, @abaigail, 

Our amazing @nora reached out to our friends at Gorgias with your question.  

Using a helpdesk can definitely help out with monitoring and preventing fraudulent customer activities. Within Gorgias, you are able to set up & use customer tags for any customer activity that may be considered as a "red flag" - e.g. a customer who placed a higher than average order indicating they may be considering a return, a customer who has previously returned an order and is trying to place a new one, etc.

This way, you can segment customers and detect unusual activities early on across any channel (whether they reach out over chat, Email, SMS, Instagram, Facebook, etc.). What's best is that following any return request, you can use the Yotpo x Gorgias integration and directly reach out to the customer to learn more about their return reason and overall experience.

Your CS agents can handle the request and investigate if it's a fraudulent activity or if the customer has had a negative experience with the product, meaning you now have the context & tools to win back that customer's loyalty. Below is an example of the Gorgias x Yotpo integration:

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Let us know if you have other questions or need more information!