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Don't fumble the handoff: LP implications of BOPIS

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Don't fumble the handoff: LP implications of BOPIS

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Presentation from NRF Protect 2019 Retail's Loss Prevention and Cyber Risk Event

Lisa Brock, CFI, LPC, Director of Investigations U.S., Best Buy
Jim Behrend CFI, LPC, Director AP Supply Chain U.S., Best Buy

Presentation from NRF Protect 2019 Retail's Loss Prevention and Cyber Risk Event

Lisa Brock, CFI, LPC, Director of Investigations U.S., Best Buy
Jim Behrend CFI, LPC, Director AP Supply Chain U.S., Best Buy

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Don't fumble the handoff: LP implications of BOPIS

  1. 1. Don’t Fumble the Handoff. Lisa Brock CFI, LPC, Director of Investigations U.S. Best Buy Jim Behrend CFI, LPC, Director AP Supply Chain U.S. Best Buy
  2. 2. 2 Introduction Lisa Brock • Director of Investigations • 19 years with Best Buy • Home, Portland OR • 25 years in retail Jim Behrend • Director AP Supply Chain • 15 years with Best Buy • Home, Scottsdale Arizona • 28 Years in retail
  3. 3. 3 Agenda • History of Ship to Home • Package Pirates • In-Store Pick Up • Ship from Store
  4. 4. 4 In the Beginning …. First ship to home strategy implemented in 1872.
  5. 5. 5 Early Challenges • 65% of the U.S. population lived in rural areas of the country, no access to mail or delivery • Infrastructure was limited and made delivery timely and challenging • Farmers pushed for Rural Free Delivery (RFD) • Congress was opposed to RFD due to extremely high costs to implement • In 1902 the U.S. postal service implemented RFD across the U.S.
  6. 6. 6 Mail Order Boom
  7. 7. 7 Where Are We Today
  8. 8. Protect the Handoff 8
  9. 9. 9 Challenges Today
  10. 10. 10 Package Pirates • 30% of Americans state they have experienced package theft USA Today December 2018 • The average value of a stolen package is $140 • F.B.I. Does not categorize or document package theft • Customers want shipping choices (same day, next day, Free) which complicates solutions to protect • Savvy customers know which retailers “reship” “lost” products
  11. 11. 11 21st Century Solution
  12. 12. 12
  13. 13. 13 Police Report • Customers process prior to re- shipping or credit • Documents occurrences • Can be an effective deterrent • May be perceived as not customer friendly • Large agencies will not take reports
  14. 14. 14 Signed Affidavit • Customer affirms that the package was not received by signing affidavit • Banks require similar process when challenging charges on credit card • May not be customer friendly • What if customer refuses to sign
  15. 15. 15 Evolution of Solutions
  16. 16. 16 Tech Savvy
  17. 17. 17 The Possibilities are endless!
  18. 18. 18
  19. 19. In Store Pick-Up 19
  20. 20. 20 Purchase On-Line -eCommerce teams need multiple platforms at time of order to protect against on-line fraud. -Device Fingerprinting (Laptops, Cell, iPad) -ACetify shares fraud identify with retailers -White Pages Pro (address/name) -Emailage (Verifies email accounts)
  21. 21. 21 In Store Pick Up Technology Current Photo I.D. & Hologram verification Store Pick-up Code Biometric ScanE-comm fraud software
  22. 22. 22 In Store Pick Up Challenges -Friends and Family Pick up -Fraudulent Gift Card Use -Efficiency/Removing Lines -Labor -Lockers -Curb side pick up/Safety -Space
  23. 23. Ship From Store 23
  24. 24. 24 Ship From Store Set Up
  25. 25. 25 Today’s Challenges
  26. 26. 26 Ship From Store – Label Scam
  27. 27. • Shipping Audit/Inspection • Simple Package Count • Restricted Access to Warehouse • Strategic Store Set-up • Detail reporting from carrier
  28. 28. 28 All Channel Monitoring
  29. 29. 29 Action Items 1) Identify gaps in your Processes and Polices 2) Align with all channels -Ecommerce -Customer care -Retail -Supply chain -Legal -Real-estate 3) Streamline reporting

Editor's Notes

  • Shipping choices for customers, same day, next day, expeditied…
  • Using multiple vendors, its not a one solution. UPS, third party drivers, USPS
  • https://www.youtube.com/results?search_query=engineer+glitter+bomb
  • Future Build out of stores, 24 hr lockers.
  • https://www.youtube.com/watch?v=LXNgEZV7lNg
  • https://www.youtube.com/watch?v=LXNgEZV7lNg Customer Demands… multiple platforms and aps needed (Waze, Burger King Ap, City officials) Delivery when you want it and where you want it.
  • Stolen credit cards, washed gift cards etc., mules to pick up product.
  • Provide training to employees when they can not validate hologram on ID.
  • Are you meeting with the right teams properties, real-estate etc. to be forward thinking of new store formats or updates to current stores.
  • Stores were set up 30 years ago to receive product and not ship, typical one dock door, space, supplies etc. Employees bringing in labels
  • Employees bring in their own labels.

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