ClickPost helps brands personalise returns experiences with AI-driven protection fees based on customer behaviour and return risk.
ClickPost has announced the launch of Returns Protection, an AI-powered returns fee programme designed to help brands balance profitability with customer experience. The solution dynamically adjusts returns protection fees at checkout based on factors such as product risk, location-based return patterns, and historical claims data.
According to the company, traditional returns protection programmes often rely on flat fees applied uniformly across customers. ClickPost said its approach uses AI-driven risk assessment to create more personalised pricing, allowing lower-risk shoppers to pay lower fees while helping brands better manage return-related costs.
“Returns aren’t a logistics problem. They’re a retention decision. Returns Protection extends our AI customer segmentation approach into the fee structure itself, so brands can recover margin without compromising the customer experience,” said Lokesh Kumar, Founding Member, ClickPost.
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Personalising the Returns Experience
The new programme uses customer segmentation and historical returns data to assess individual risk profiles in real time. Based on this analysis, shoppers receive customised returns protection pricing during checkout rather than a standard fee applied to all customers.
ClickPost said the capability is designed to reduce friction in the returns process while helping brands maintain positive customer relationships. The company believes a more tailored approach can improve customer trust by aligning fees more closely with individual shopping behaviour.
The programme also integrates directly into ClickPost’s existing returns management platform, enabling brands to manage claims and customer interactions through a single interface.
Supporting Customer Retention and Revenue Recovery
Returns continue to be a significant challenge for ecommerce brands, impacting both profitability and customer loyalty. ClickPost said its platform already uses AI-powered customer segmentation to encourage exchanges rather than refunds, helping brands retain revenue while keeping customers engaged.
The company believes extending AI into returns protection pricing creates an additional opportunity to improve customer experiences while reducing the operational impact of returns.
“Adoption signifies that teams are using the product daily, not just buying it and moving on. That tells us the platform is doing what we promised, and that matters the most,” said Prashant Gupta, Co-Founder and CTO, ClickPost.
The launch reflects growing interest in AI-driven post-purchase experiences that use customer data and behavioural insights to personalise interactions, improve retention, and create more balanced outcomes for both brands and consumers.
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