# Retention offers and refund abuse screening

> Offer store credit, exchanges or partial refunds before a full refund, and score return abuse with Abuse Shield and an opt-in fraud network. See how.

- Canonical URL: https://lumtry.com/solutions/retention-and-abuse
- Last updated: 2026-09-24

## 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.

- Offers before full refunds
- Risk scores with the reasons shown
- A consumer-rights floor offers cannot go below

## 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

## Score, offer, escalate and measure

- **Score the request**: Abuse Shield and your signals score the case as it arrives.
- **Offer an alternative**: Where your policy allows, the shopper sees a retention offer first.
- **Escalate the risk**: High-risk cases wait for a person with the reasons in view.
- **Measure the outcome**: Analytics show accepted offers and retained revenue by policy.

## 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.

## 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.

Changed mind

Store credit accepted

- **Abuse Shield scores the request**: The shopper's history and signals score low risk, and the reasons are shown on the case.
- **Policy v5 allows an offer**: Low risk and a change-of-mind reason, so the policy offers store credit before a refund.
- **Store credit offered**: The portal shows the shopper store credit as an alternative to the refund.
- **Offer accepted**: The shopper chooses store credit. The refund stayed available the whole time.
- **Store credit issued in Shopify**: Lumtry issues the credit once, and analytics count the retained revenue.

## Questions, answered

### 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.

## Keep revenue without losing trust

See retention offers and risk scores on the sample workspace.

## Related

- [Home](https://lumtry.com/index.md): Decide refunds by a versioned policy, send the exceptions to your team in Slack or the dashboard, and keep every step on the record. Start free.
- [Solutions](https://lumtry.com/solutions.md): Four ways Lumtry puts policy, approvals and an audit trail around the money you give back: refunds, returns and labels, chargebacks, retention and abuse.
- [Refund decisions](https://lumtry.com/solutions/refund-decisions.md): Decide every refund with a versioned policy and AI reasoning, approve exceptions in the dashboard, Slack or by phone, then execute on Stripe or PayPal.
- [Returns and labels](https://lumtry.com/solutions/returns-and-labels.md): Issue EasyPost or Shippo return labels, offer QR, label-free and returnless options, run a shopper returns portal and release refunds when items arrive.
- [Disputes and chargebacks](https://lumtry.com/solutions/disputes-and-chargebacks.md): Answer Stripe and PayPal chargebacks with evidence Lumtry already holds: the refund decision, return records and a drafted narrative you review first.
- [Pricing](https://lumtry.com/pricing.md): Lumtry plans by case volume and seats, from Free to Enterprise, with add-ons and capped outcome fees. Start free or hear when billing opens.
- [MCP server](https://lumtry.com/developers/mcp.md): Connect an AI assistant or your own agent to your refund workspace through the Model Context Protocol. Read cases and propose actions, never move money.
- [Trust](https://lumtry.com/trust.md): How Lumtry secures merchant data, keeps AI inside a deterministic refund policy, lists every sub-processor and explains data flow and retention. Review it.
- [llms.txt](https://lumtry.com/llms.txt)