Case Study: Mockingbird curbs returns fraud with Loop Returns

How Mockingbird curbed fraud without hurting the customer experience

Mockingbird, a baby gear brand known for its 30-day risk-free try-at-home policy, needed to protect its generous returns program from growing fraud and policy abuse without disrupting the customer experience. After switching from Returnly to Loop, the company used Loop’s returns platform and Fraud Solutions to better manage legitimate returns while identifying risky transactions.

With Loop’s fraud detection tools and returns workflows, Mockingbird began flagging high-risk orders, requiring inspection before refund in suspicious cases, and tightening controls around delivery and return initiation. The results were significant: Loop’s fraud model helped save over $26,000 in returns revenue, correctly flagged 81% of verified fraudulent transactions, and reduced fraud-monitoring time from 20–30 hours per week to less than 10 hours per week.

Mockingbird

Nawreen Juthi

CX Product & Fulfillment Lead