- 01Below the thresholdThe cart is just short of free shipping.
- 02Filler addedA cheap item is added to qualify.
- 03Order ships freeThe whole order ships at no cost to the customer.
- 04Filler returnedThe extra item comes back, often with a free return.
- 05Two shipping billsYou paid for the outbound shipment and the return.
- !Orders that just clear the free shipping threshold
- !The same low-value item added and returned repeatedly
- !Partial returns that bring the order back under the threshold
- !Free return labels used on very low-value items
What is free shipping abuse?
Free shipping abuse is adding items to a cart only to reach the free shipping threshold, then returning them once the order arrives. The customer gets free shipping on what they actually wanted and you pay for shipping twice.
Who it hits
Brands with free shipping thresholds and free returns, especially in apparel, beauty and home goods where low-cost filler items are easy to find.
What it costs
Outbound and return shipping, processing time for a low-value return, and the free shipping you gave on an order that no longer qualifies.
How to prevent it
Deduct the shipping you covered when a return drops the order below the threshold.
Exclude very low-value items from free returns.
Flag customers who repeat the pattern instead of changing the policy for everyone.
FAQ
Should I drop my free shipping threshold?
Usually not. The threshold raises order values for most customers. Target the few who game it.
Is this fraud?
No. It’s policy abuse. A clear policy on partial returns handles most of it.
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
Bracketing
Ordering several sizes or colors of an item, planning to keep one and return the rest.
Read the definition →
Opportunistic abuse
Guarantee abuse
Repeatedly using satisfaction or performance guarantees to cycle through products without paying for them.
Read the definition →
Free lookback · for qualified brands
See what you lost last year. Free.
01
Share 12 months of data.
Install the Shopify app or SFCC cartridge, or send order, return and claim exports.
02
Get your lookback in under two weeks.
What you lost to return and claims abuse, and who took it.
03
Qualified brands try Pinch free for three months.
Run it on live orders, then decide.