On this episode, I’m talking about returns, refunds, and the hidden layer of post-purchase experience with Fernando Pedraz, founder of Reveni.
We get into why instant refunds aren’t just good CX, they’re good business — and how Reveni is helping brands turn a painful process into a growth lever. Fernando shares how they assess refund risk in real time, what most brands get wrong about cross-border returns, and where automation adds value without losing the human touch.
We also talk about the role of AI in fraud prevention, logistics, and finance infrastructure, why the post-purchase stack is still underdeveloped, and what smart brands are doing to stay profitable in a tougher market.
If you’re thinking about CX beyond the buy button, or building smarter systems behind the scenes, this one’s for you.
This episode is brought to you by Reveni. Reveni helps eCommerce brands turn refunds into retained revenue, by making instant exchanges the default, not the exception. Learn more at Reveni.
Checkout Factory here.
Sign up to our newsletter here.
Offcuts