Skip to main content
Lumtry

Retention and abuse

Keep the revenue you can, and catch the patterns you should

Offer an alternative before a full refund, and see abuse risk on the case before anyone approves it.

Start freeTalk to us
  • Offers before full refunds
  • Risk scores with the reasons shown
  • A consumer-rights floor offers cannot go below
Lumtry analytics showing refund outcomes, retention offers and policy performance

Order #38412

Changed mind

CA$72.00

The rule that fired

Change of mind, low risk

Policy v5, published

Outcome

Store credit accepted
Sample dataTry the sandbox

Inputs and outcomes

Requests in, revenue kept

What Lumtry watches

  • Repeat refund patterns across a shopper's history
  • Signals from the opt-in fraud network
  • Sentiment and high-risk outcomes on incoming requests
  • Which retention offers shoppers accept

What you get

  • Retention offers: store credit, exchanges or a partial refund
  • Abuse Shield risk scoring with the reasons behind each score
  • High-risk cases routed to a person, never auto-approved
  • An EU consumer-rights floor your policy cannot go below

Follow one case

One change of mind, kept as store credit

A sample case on a Shopify store: a low-risk request, an offer the shopper chose, and revenue that stayed.

Sample data

Order #38412

Changed mind

CA$72.00

  1. 16:20:07Lumtry

    Abuse Shield scores the request

    The shopper's history and signals score low risk, and the reasons are shown on the case.

  2. 16:20:08Policy

    Policy v5 allows an offer

    Low risk and a change-of-mind reason, so the policy offers store credit before a refund.

  3. 16:20:08Shopper

    Store credit offered

    The portal shows the shopper store credit as an alternative to the refund.

  4. 16:23:41Shopper

    Offer accepted

    The shopper chooses store credit. The refund stayed available the whole time.

  5. 16:23:45Lumtry

    Store credit issued in Shopify

    Lumtry issues the credit once, and analytics count the retained revenue.

    Store credit accepted

The rule that fired

Policy v5, published

Change of mind, low risk

When
  • IfThe reason is changed mind
  • AndThe Abuse Shield risk is low
  • AndConsumer-rights rules allow an offer first
Then
Offer store credit before a refund

The rules are yours: edit them on the canvas, test them in shadow mode, then publish a new version.

How it works

Score, offer, escalate and measure

Step 1

Score the request

Abuse Shield and your signals score the case as it arrives.

Step 2

Offer an alternative

Where your policy allows, the shopper sees a retention offer first.

Step 3

Escalate the risk

High-risk cases wait for a person with the reasons in view.

Step 4

Measure the outcome

Analytics show accepted offers and retained revenue by policy.

Who it is for

For the people who protect margin

Owners

Keep more revenue without turning every refund into a negotiation.

Risk and ops

Spot abuse with reasons you can explain, not a black box.

CX leads

Offer options that shoppers accept, within consumer-rights rules.

Works with

Connects to the tools you run

See all integrations

  • Shopify

    Orders and refund requests in, refunds and store credit out.

  • WooCommerce

    Orders and refund requests from your WooCommerce store.

  • BigCommerce

    Orders and refund requests from your BigCommerce store.

  • Stripe

    Refund execution and dispute notices.

  • PayPal

    Refund execution and dispute notices.

  • Gorgias

    Tickets become cases and decisions post back as notes.

  • Zendesk

    Tickets become cases and decisions post back as notes.

  • Slack

    Approval requests with approve and deny actions.

Abuse Shield: see pricing for the plans that include it.

Try the sandboxSee plans

Questions

Questions, answered

Still unsure whether it fits your store? The team building Lumtry answers every message.

Ask the teamTry the sandbox
What retention offers can I make?

Store credit, a variant exchange or a partial refund, each governed by your policy.

How does Abuse Shield score risk?

It scores each case from shopper history and signals, and shows which features fired so the score can be explained.

What is the fraud network?

An opt-in network that shares abuse signals between participating merchants. It is off until you turn it on.

Can a retention offer override consumer rights?

No. The EU consumer-rights floor sets a minimum your policy and offers cannot go below.

Are high-risk cases refunded automatically?

No. Cases your policy marks high risk are routed to a person with the risk reasons attached.

Is there a fee on retained revenue?

Paid plans can carry a capped outcome fee on revenue retained through an accepted offer. Terms will be announced at launch with pricing.

Related solutions

More ways Lumtry helps

Refund decisionsDeterministic policy, model-assisted reasoning and human approvals decide each refund, then execute it through Stripe or PayPal.Explore
Returns and labelsLabels, QR and label-free returns, a shopper portal and receipt gating, so money goes back when the item does.Explore
Disputes and chargebacksChargebacks arrive with the case history attached, and Lumtry assembles evidence and a narrative for your review.Explore

Keep revenue without losing trust

See retention offers and risk scores on the sample workspace.

Start freeTalk to us