The Role of AI in Preventing Return Fraud: ‎A Study of Amazon’s Flexible Return Policy ‎and Consumer Behavior

  • Authors

    • Ms. Kodiarasi Muthulingam Research scholar, Department of Commerce (A&F), Faculty of Science and Humanity, SRM Institute of Science and Technology, Vadapalani campus
    • Dr. E. Nixon Amirtharaj Assistant Professor & Research Supervisor,‎ Department of Commerce (A&F)‎ Faculty of Science and Humanities,‎ SRM Institute of Science and Technology,‎ Vadapalani Campus‎
    https://doi.org/10.14419/s5jc3m02

    Received date: June 6, 2025

    Accepted date: July 4, 2025

    Published date: July 20, 2025

  • Artificial Intelligence; Return Fraud; Amazon; Consumer Behavior; Flexible Return Policy; E-commerce

  • Abstract

    Purpose – The purpose of this study is to examine the role of Artificial Intelligence (AI) in ‎identifying and preventing return fraud on Amazon. It also seeks to explore the behavioral ‎patterns and motivations behind the exploitation of Amazon’s flexible return policy by ‎consumers.‎

    Design/Methodology/Approach – This research employed a quantitative approach using ‎structured online surveys distributed to Amazon customers with return experience. The data were ‎analyzed using descriptive statistics, chi-square tests, and regression analysis. Reliability was ‎tested through Cronbach’s Alpha to ensure consistency of constructs such as AI awareness, ‎policy perception, and return behavior.‎

    Findings – The study found that higher awareness of AI monitoring significantly reduces the ‎likelihood of return fraud. Demographic factors such as age and shopping frequency were also ‎found to influence return behavior. Perceptions of policy leniency increased the chances of policy ‎exploitation. Overall, AI was viewed positively when implemented with transparency and ‎fairness.‎

    Originality/Value – This study contributes to the emerging body of literature on AI applications ‎in fraud prevention within e-commerce, particularly in return management. It provides actionable ‎insights for online retailers, especially Amazon, on leveraging AI ethically to enhance fraud ‎detection while maintaining customer trust and satisfaction‎.

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  • How to Cite

    Muthulingam , M. K. ., & Amirtharaj , D. E. N. . (2025). The Role of AI in Preventing Return Fraud: ‎A Study of Amazon’s Flexible Return Policy ‎and Consumer Behavior. International Journal of Accounting and Economics Studies, 12(3), 162-173. https://doi.org/10.14419/s5jc3m02