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PharmEasy — Order Returns RCA & Fraud Detection Dashboard

At PharmEasy, identified order returns as a high-cost operational problem with no structured diagnostic framework.

Led an RCA initiative covering return reasons across product quality, wrong item fulfilment, damaged delivery, customer-initiated returns, and suspected fraud patterns.

Built an operational dashboard combining return data, fraud signals, and order lifecycle visibility.

PharmEasy — Order Returns RCA & Fraud Detection Dashboard

The Challenge

  • Return data was siloed across multiple teams and systems — customer experience, operations, and finance had data that were not combined into a unified view.
  • Fraudulent return patterns were suspected but could not be quantified without a structured detection framework.

The Approach & Solution

  • Unified return data across CX, operations, and finance systems into a single structured dataset.
  • Identified the top return drivers by volume and value.
  • Built a fraud detection layer: flagging return patterns inconsistent with order history, delivery confirmation status, and customer profile.
  • Developed the order lifecycle dashboard providing end-to-end visibility.
  • Worked with operations and fulfilment centre teams to implement process changes addressing the top return drivers.

Key Results & Commercial Impact

Order return rate reduced following RCA-driven process improvements.
Fraud-flagged return cases identified by the detection layer at peak.
Order lifecycle dashboard adopted by operations and CX teams as the primary real-time monitoring tool.
Decision speed on return escalations improved.

Technology Stack & Tools

ExcelOrder management system
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