From Refund-First to Evidence-First: Transforming E-Commerce Claim Investigations with Morphean

Reducing E-Commerce Return Losses with Transaction-Level Video Evidence

Shortage claims are an increasing challenge in e-commerce logistics. When customers report missing or incorrect items, retailers must investigate quickly, but without clear evidence from the packing bench, disputes often result in costly payouts.

FootAsylum, a leading footwear and apparel retailer, faced exactly this issue in its logistics centres.

The Challenge: High Claims, Slow Investigations

The company was handling numerous daily shortage claims, with no transparent system to prove whether items had been correctly packed.

Their traditional CCTV system:

• Could not link video footage to specific order transactions, making it impossible to quickly prove what was packed
• Lacked cloud connectivity, limiting remote access and real-time visibility
• Required on-site maintenance, creating delays and operational vulnerability
• Operated separately from order data, forcing time-consuming manual searches

Finding a specific transaction could take significant time & without video evidence linked directly to order timestamps, investigations were slow and accountability at packing stations was limited.

The Solution: Morphean’s Transaction Checker

Morphean deployed a cloud-based surveillance system at packing stations, using dedicated cameras synchronised with e-commerce order timestamps. Video footage is stored locally and automatically linked to each transaction, allowing teams to instantly retrieve the exact moment an order was packed - eliminating manual searches and significantly reducing investigation time and effort.

The Result: Faster Decisions, Lower Losses

With the Transaction Checker solution in place:

• Losses related to returns and shortage claims were reduced by up to 50%
• Missing items reported decreased by 50%
• Courier success rates increased by 25%
• Operational efficiency improved 24/7

Beyond financial impact, managers gained clear visibility into packing processes, enabling better staff training and stronger accountability.

Discover how your business can move from refund-first to evidence-first investigations by contacting us at info@morphean.com