Opportunistic abuse
Ordering several sizes or colors of an item, planning to keep one and return the rest.
- 01Several versions orderedTwo or three sizes or colors of the same item.
- 02Tried at homeThe customer picks the one that fits.
- 03Rest returnedThe other versions come back.
- 04RestockedThe returned items go back on sale, if they're in sellable condition.
- 05Costs add upShipping, handling and stock tied up in transit.
- !Multiple sizes of the same item in one order
- !High return rates on size-sensitive categories
- !Customers who bracket on nearly every order
- !Returns that arrive worn or without tags
What is bracketing?
Bracketing is ordering several sizes or colors of an item, planning to keep one and return the rest. It’s common, often driven by inconsistent sizing, and most of the time it’s not abuse.
It becomes a problem when it’s constant and costly, or when the returned items come back worn and can’t be resold.
Who it hits
Apparel, footwear and anything where fit or color is hard to judge online.
What it costs
Shipping both ways, handling, and inventory unavailable to other customers while it’s in transit. Most bracketed items can be resold, so the cost is operational more than a write-off.
How to prevent it
Improve size guidance and fit tools to reduce the need to bracket.
Track bracketing by customer, and keep free returns for those who keep what they buy.
Charge for returns or use exchanges only for persistent heavy bracketers.
FAQ
Is bracketing abuse?
Usually not. It’s a reasonable response to unclear sizing. It turns into abuse only when it’s extreme or items come back used.
How is it different from wardrobing?
Bracketed items are returned unworn. Wardrobed items have been used.
How Pinch stops it
Return Abuse →
More terms
Opportunistic abuse
BOGO abuse
Returning the full-price item from a buy-one-get-one or buy-more-save-more deal and keeping the discounted one.
Read the definition →
Opportunistic abuse
Free shipping abuse
Adding items to reach a free shipping threshold, then returning them.
Read the definition →
Opportunistic abuse
Guarantee abuse
Repeatedly using satisfaction or performance guarantees to cycle through products without paying for them.
Read the definition →
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