Fewer False Positives, Faster Claims: The Outcomes We Build For

Most fraud tools ask you to accept a trade: stop more fraud and you will annoy more good customers; protect the experience and you will let more abuse through. The dial only moves one way at a time. Retail Cache exists to break that trade, and to reduce false positives without ever asking a genuine customer to notice.

The point of the product is not a longer feature list. It is a small set of outcomes that, until now, retailers have been told they could not have at the same time. Here is what we build for, and how we know whether we are succeeding.

What Does Retail Cache Change for a Claims Team?

It turns a guess into a judgment. Today most teams resolve disputes by choosing between two bad options: be strict and risk denying a real customer, or be lenient and risk paying an abuser. Both are guesses, because the information needed to tell them apart has never sat in one place.

The change we deliver is decisions made with evidence rather than instinct. A repeat offender who is invisible to any single retailer becomes visible across the network, so the claim in front of a team stops being an isolated coin-flip and starts being a recognisable pattern. Faster approvals for the many, confident declines for the few. We explain why that pattern stays hidden today in The Serial Returner No Single Shop Can See.

What Does "Fewer False Positives" Really Mean?

It means a real customer who never gets caught in the crossfire. "Fewer false positives" is not a metric on a dashboard. It is a genuine customer who never gets wrongly refused, never has their claim stuck in manual review, and never becomes the collateral damage of a policy written to deter someone else.

That matters because the industry's usual defences land on the wrong people. As the 2026 Chargebacks911 report found, 38% of merchants now let chargeback costs shape their prices, and stricter returns policies tax honest shoppers to deter a dishonest few. The outcome we aim at is the opposite: keep the fast, generous experience for the people who earned it.

Do Genuine Customers Notice Anything?

No, and that is the point. For the overwhelming majority of shoppers who have done nothing wrong, Retail Cache changes nothing about their experience. There is no added step, no verification to pass, no slower refund, no reason to prove their honesty.

The product works in the background, and only the behaviour that warrants attention ever feels any friction. Genuine customers keep the experience that earns their loyalty, and we treat any degradation of that experience as a failure of the product, not an acceptable cost of catching fraud.

Does It Get Better Over Time?

Yes, and this is the outcome that compounds. Retail Cache is a network, and a network is worth more to everyone in it as more participants join.

Each retailer, carrier and logistics provider that comes on board makes the picture behind every claim more complete for all the others. A single-business tool cannot replicate this, no matter how sophisticated, because the value does not come from any one participant's data. It comes from the connections between them. The practical result is a product that does not stand still: the same claim, assessed a year from now with more of the ecosystem participating, is one you can resolve with more confidence than you can today.

Where Is Retail Cache Heading?

Toward closing the gap between the people who resolve a claim and the people who hold the ground truth about a delivery. The carriers and third-party logistics providers who know what actually happened to a parcel have historically been disconnected from the retailers deciding the claim.

We are building toward a more complete picture behind a disputed delivery, so it becomes a shared view rather than a standoff between two parties each holding half the story. The goal is not more data for its own sake. It is more confident, faster, fairer decisions for the retailer, and a delivery ecosystem where the honest participant, on every side, stops absorbing the cost of the dishonest one.

The Outcome That Matters Most

There is one measure we hold above the rest. Right now, across the industry, the cost of refund and delivery fraud is quietly socialised onto honest customers through higher prices and stricter policies. The outcome we are ultimately building for is to move that cost back where it belongs, onto the behaviour that caused it, without ever asking the genuine customer to notice, prove anything, or pay for someone else's abuse.

Everything else is a feature. That is the result.