{"id":6380,"date":"2026-01-26T16:31:38","date_gmt":"2026-01-26T15:31:38","guid":{"rendered":"https:\/\/datafret.com\/?p=6380"},"modified":"2026-02-11T09:55:08","modified_gmt":"2026-02-11T08:55:08","slug":"fraude-au-remboursement-e-commerce","status":"publish","type":"post","link":"https:\/\/datafret.com\/en\/fraude-au-remboursement-e-commerce\/","title":{"rendered":"Fraude au remboursement : ce que r\u00e9v\u00e8le l\u2019actualit\u00e9 sur la fragilit\u00e9 de la gestion des r\u00e9clamations dans l\u2019e-commerce"},"content":{"rendered":"<div data-elementor-type=\"wp-post\" data-elementor-id=\"6380\" class=\"elementor elementor-6380\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-0a4d15e elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"0a4d15e\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-0cba0f9\" data-id=\"0cba0f9\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-3b59d7b elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"3b59d7b\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-xxl\"><p>Fraude au remboursement : ce que r\u00e9v\u00e8le l\u2019actualit\u00e9 sur la fragilit\u00e9 de la gestion des r\u00e9clamations dans l\u2019e-commerce<\/p><\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-daaf8ab wpr-post-info-align-left elementor-widget__width-initial elementor-widget elementor-widget-wpr-post-info\" data-id=\"daaf8ab\" data-element_type=\"widget\" data-widget_type=\"wpr-post-info.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<ul class=\"wpr-post-info wpr-post-info-vertical\"><li class=\"wpr-post-info-taxonomy\"><span>Blog<\/span><\/li><li class=\"wpr-post-info-date\">11 February 2026<\/li><\/ul>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-c7ab564 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"c7ab564\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-892f92e\" data-id=\"892f92e\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f7c149f elementor-widget elementor-widget-text-editor\" data-id=\"f7c149f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">En d\u00e9cembre dernier, un article de France Info a mis en lumi\u00e8re un ph\u00e9nom\u00e8ne qui inqui\u00e8te de plus en plus les acteurs du commerce en ligne : l\u2019arnaque au remboursement. Des clients parviennent \u00e0 obtenir des remboursements en d\u00e9clarant des colis non re\u00e7us, endommag\u00e9s ou contest\u00e9s, parfois de mani\u00e8re r\u00e9p\u00e9t\u00e9e et organis\u00e9e, en exploitant les failles des processus de traitement des r\u00e9clamations propos\u00e9s notamment par les plus gros e-commer\u00e7ants.<\/span><\/p><p><span style=\"font-weight: 400;\">Ce sujet ne rel\u00e8ve pas de faits isol\u00e9s. Il s\u2019inscrit dans une r\u00e9alit\u00e9 plus large, document\u00e9e par les chiffres du e-commerce, et r\u00e9v\u00e8le surtout une fragilit\u00e9<\/span>\u00a0dans la mani\u00e8re dont les r\u00e9clamations li\u00e9es aux livraisons sont aujourd\u2019hui g\u00e9r\u00e9es.<\/p><p><span style=\"font-weight: 400;\">En France, les retours et remboursements repr\u00e9sentent une part importante de l\u2019activit\u00e9 e-commerce, avec pr\u00e8s d\u2019un quart des commandes en ligne faisant l\u2019objet d\u2019un retour, g\u00e9n\u00e9rant des co\u00fbts logistiques et op\u00e9rationnels significatifs pour les marchands, sp\u00e9cifiquement dans le pr\u00eat-\u00e0-port\u00e9.<\/span><\/p><p><span style=\"font-weight: 400;\">Une r\u00e9cente \u00e9tude de la Poste indique qu\u2019environ 10 % des retours en France comporteraient un caract\u00e8re abusif ou frauduleux, incluant des d\u00e9clarations de non-r\u00e9ception infond\u00e9es, des produits retourn\u00e9s non conformes ou des preuves contestables.<\/span><\/p><p><span style=\"font-weight: 400;\">Dans ce contexte, une large majorit\u00e9 des e-commer\u00e7ants fran\u00e7ais d\u00e9clarent rencontrer des difficult\u00e9s croissantes \u00e0 g\u00e9rer les abus li\u00e9s aux politiques de remboursement, en particulier lorsque les volumes augmentent et que les processus de traitement restent majoritairement manuels.<\/span><\/p><p><span style=\"font-weight: 400;\">Ces ordres de grandeur permettent de comprendre que l\u2019arnaque au remboursement n\u2019est pas un ph\u00e9nom\u00e8ne marginal, mais le sympt\u00f4me d\u2019un syst\u00e8me sous tension.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-340c5c9 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"340c5c9\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-00c284d\" data-id=\"00c284d\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-1b1c3fe elementor-widget elementor-widget-heading\" data-id=\"1b1c3fe\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">SOMMAIRE<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-16cb9ed elementor-icon-list--layout-traditional elementor-list-item-link-full_width elementor-widget elementor-widget-icon-list\" data-id=\"16cb9ed\" data-element_type=\"widget\" data-widget_type=\"icon-list.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<ul class=\"elementor-icon-list-items\">\n\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#qu-est-ce-qu-un-tableau-de-litiges-de-transport\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">La gestion des r\u00e9clamations est devenue un point de tension majeur dans la cha\u00eene e-commerce<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#pourquoi-utiliser-un-tableau-de-litiges-de-transport\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Pourquoi le remboursement par d\u00e9faut devient une r\u00e9ponse syst\u00e9mique.<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item\">\n\t\t\t\t\t\t\t\t\t\t\t<a href=\"#une-solution-pour-centraliser-les-expeditions\">\n\n\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-icon\">\n\t\t\t\t\t\t\t<i aria-hidden=\"true\" class=\"fas fa-check\"><\/i>\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text\">Un probl\u00e8me d\u2019organisation avant d\u2019\u00eatre un probl\u00e8me de fraude.<\/span>\n\t\t\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t\t\t\t\t\t<\/li>\n\t\t\t\t\t\t<\/ul>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-15242f0 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"15242f0\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-239ca7d\" data-id=\"239ca7d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-0c4cce7 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"0c4cce7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">La gestion des r\u00e9clamations est devenue un point de tension majeur dans la cha\u00eene e-commerce.<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-759f060 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"759f060\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5791862\" data-id=\"5791862\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6690527 elementor-widget elementor-widget-menu-anchor\" data-id=\"6690527\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"qu-est-ce-qu-un-tableau-de-litiges-de-transport\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33d5a916 elementor-widget elementor-widget-text-editor\" data-id=\"33d5a916\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Dans un environnement e-commerce moderne, chaque incident de livraison d\u00e9clenche une cha\u00eene d\u2019actions bien plus complexe qu\u2019il n\u2019y para\u00eet.<\/p><p><br \/>C\u00f4t\u00e9 e-commer\u00e7ants et marketplaces, une r\u00e9clamation client implique g\u00e9n\u00e9ralement la cr\u00e9ation d\u2019un ticket dans l\u2019outil de service client, la qualification du probl\u00e8me (colis non re\u00e7u, endommag\u00e9, incomplet ou contest\u00e9), la recherche d\u2019informations logistiques, la consultation des statuts de livraison, puis des \u00e9changes avec le transporteur pour comprendre ce qui s\u2019est r\u00e9ellement produit. \u00c0 cela s\u2019ajoutent la collecte ou la reconstitution de preuves, comme les preuves de livraison, les photos, les signatures ou les horodatages, avant de devoir trancher entre remboursement, renvoi du produit ou poursuite de l\u2019instruction.<\/p><p><br \/>C\u00f4t\u00e9 transporteurs, la r\u00e9clamation d\u00e9clenche \u00e9galement un processus interne souvent lourd. La demande est enregistr\u00e9e, puis investigu\u00e9e aupr\u00e8s des agences ou des sous-traitants.<\/p><p><span style=\"font-weight: 400;\">Les \u00e9quipes doivent retrouver la preuve de livraison, analyser les conditions contractuelles applicables, d\u00e9cider si la r\u00e9clamation est recevable ou non, \u00e9mettre le cas \u00e9ch\u00e9ant un avoir, puis assurer le suivi administratif jusqu\u2019\u00e0 la cl\u00f4ture du dossier.<\/span><\/p><p><span style=\"font-weight: 400;\">Ces deux cha\u00eenes de traitement avancent rarement de mani\u00e8re synchronis\u00e9e. Les informations sont fragment\u00e9es, les \u00e9changes peuvent \u00eatre longs, et les responsabilit\u00e9s parfois floues.<\/span><\/p><p><span style=\"font-weight: 400;\"> Plus les volumes de commandes augmentent, plus ces d\u00e9calages deviennent difficiles \u00e0 absorber.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-f09b68b elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"f09b68b\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f811dbc\" data-id=\"f811dbc\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-44f4a09 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"44f4a09\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Pourquoi le remboursement par d\u00e9faut devient une r\u00e9ponse syst\u00e9mique.\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-761e70b elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"761e70b\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-69ace23\" data-id=\"69ace23\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-d28bc79 elementor-widget elementor-widget-menu-anchor\" data-id=\"d28bc79\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"qu-est-ce-qu-un-tableau-de-litiges-de-transport\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d0db989 elementor-widget elementor-widget-text-editor\" data-id=\"d0db989\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Face \u00e0 cette complexit\u00e9, beaucoup d\u2019acteurs font un arbitrage pragmatique, mais risqu\u00e9. Lorsqu\u2019un dossier est long \u00e0 instruire, que les preuves sont difficiles \u00e0 obtenir rapidement, ou que les \u00e9quipes sont sous pression, la d\u00e9cision la plus simple consiste souvent \u00e0 rembourser le client sans aller au bout de l\u2019analyse.<\/span><\/p><p><span style=\"font-weight: 400;\">Ce choix n\u2019est pas toujours motiv\u00e9 par la conviction que le remboursement est justifi\u00e9. Il est souvent dict\u00e9 par un raisonnement op\u00e9rationnel : le co\u00fbt humain et organisationnel du traitement peut d\u00e9passer le montant du litige lui-m\u00eame. \u00c0 court terme, cette approche permet de pr\u00e9server l\u2019exp\u00e9rience client et d\u2019\u00e9viter l\u2019engorgement des \u00e9quipes. \u00c0 moyen terme, elle installe un syst\u00e8me fragile, dans lequel la rapidit\u00e9 prime sur l\u2019exactitude.<\/span><\/p><p><span style=\"font-weight: 400;\">C\u2019est dans ces zones grises que les abus trouvent un terrain favorable, non pas par na\u00efvet\u00e9, mais par manque de structure.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4506def6 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"4506def6\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-612d95b3\" data-id=\"612d95b3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-44ac439 elementor-widget elementor-widget-menu-anchor\" data-id=\"44ac439\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"pourquoi-utiliser-un-tableau-de-litiges-de-transport\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4c76e5b9 elementor-widget elementor-widget-text-editor\" data-id=\"4c76e5b9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2 dir=\"ltr\">Un probl\u00e8me d\u2019organisation avant d\u2019\u00eatre un probl\u00e8me de fraude.<\/h2>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c5683ae elementor-widget elementor-widget-text-editor\" data-id=\"c5683ae\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">L\u2019actualit\u00e9 met en avant des comportements frauduleux individuels ou organis\u00e9s. Mais dans la majorit\u00e9 des cas, ces pratiques prosp\u00e8rent l\u00e0 o\u00f9 les processus sont les moins structur\u00e9s.<\/span><\/p><p><span style=\"font-weight: 400;\">Lorsque la gestion des r\u00e9clamations repose sur des outils dispers\u00e9s, des \u00e9changes manuels et des d\u00e9cisions prises dans l\u2019urgence, il devient tr\u00e8s difficile de distinguer rapidement un incident r\u00e9el d\u2019un abus. Ce n\u2019est pas un probl\u00e8me de bonne ou de mauvaise volont\u00e9, mais un probl\u00e8me d\u2019\u00e9chelle, de lisibilit\u00e9 et de pilotage.<\/span><\/p><p><span style=\"font-weight: 400;\">\u00c0 partir d\u2019un certain volume, traiter les r\u00e9clamations au cas par cas n\u2019est plus soutenable. Cela g\u00e9n\u00e8re une charge mentale importante pour les \u00e9quipes, une perte de coh\u00e9rence dans les d\u00e9cisions et une exposition financi\u00e8re croissante, rarement mesur\u00e9e pr\u00e9cis\u00e9ment.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-750c9cfb elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"750c9cfb\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-15c2d26f\" data-id=\"15c2d26f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a548f87 elementor-widget elementor-widget-menu-anchor\" data-id=\"a548f87\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"une-solution-pour-centraliser-les-expeditions\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-54b758f8 elementor-widget elementor-widget-text-editor\" data-id=\"54b758f8\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<h2 dir=\"ltr\"><b>Structurer la gestion des r\u00e9clamations pour mieux accompagner clients et \u00e9quipes.<\/b><\/h2>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-40a9cb16 elementor-widget elementor-widget-text-editor\" data-id=\"40a9cb16\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Accompagner les e-commer\u00e7ants sur ce sujet ne signifie pas durcir syst\u00e9matiquement les politiques de remboursement. Cela signifie avant tout remettre de la m\u00e9thode et de la clart\u00e9 dans un processus devenu critique.<\/span><\/p><p><span style=\"font-weight: 400;\">Structurer la gestion des r\u00e9clamations, c\u2019est clarifier les \u00e9tapes et les responsabilit\u00e9s, fluidifier les \u00e9changes entre e-commer\u00e7ants et transporteurs, s\u2019assurer que les d\u00e9cisions reposent sur des \u00e9l\u00e9ments factuels et soulager les \u00e9quipes des t\u00e2ches les plus chronophages. Lorsque les processus sont clairs, trac\u00e9s et pilot\u00e9s, les abus deviennent plus difficiles, non pas par contrainte, mais parce que le syst\u00e8me ne repose plus sur des angles morts.<\/span><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ad7452f elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"ad7452f\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ae9da32\" data-id=\"ae9da32\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2fb6165 elementor-widget__width-initial elementor-widget elementor-widget-heading\" data-id=\"2fb6165\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Une tendance de fond \u00e0 int\u00e9grer dans la strat\u00e9gie d\u2019entreprise.\n<\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4a2bd3af elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"4a2bd3af\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-6291d871\" data-id=\"6291d871\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-dc86930 elementor-widget elementor-widget-menu-anchor\" data-id=\"dc86930\" data-element_type=\"widget\" data-widget_type=\"menu-anchor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-menu-anchor\" id=\"exemple-de-tableau-de-litiges-transport\"><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5b55b3a7 elementor-widget__width-initial elementor-widget elementor-widget-text-editor\" data-id=\"5b55b3a7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p><span style=\"font-weight: 400;\">Ce que r\u00e9v\u00e8le l\u2019essor de l\u2019arnaque au remboursement n\u2019est pas un simple fait divers. C\u2019est un signal faible devenu visible, qui montre que les m\u00e9thodes traditionnelles de gestion des r\u00e9clamations ne sont plus adapt\u00e9es \u00e0 la complexit\u00e9 et aux volumes actuels du commerce en ligne.<\/span><\/p><p><span style=\"font-weight: 400;\">La gestion des r\u00e9clamations de livraison n\u2019est plus un sujet purement li\u00e9 au service client. Elle devient un enjeu op\u00e9rationnel et organisationnel \u00e0 part enti\u00e8re, qui touche directement \u00e0 la performance globale des entreprises.<\/span><\/p><p><span style=\"font-weight: 400;\">C\u2019est dans cette logique que, chez DataFret, nous abordons ce sujet avec nos clients : les accompagner pour structurer, clarifier et fiabiliser des processus devenus centraux, afin qu\u2019ils puissent continuer \u00e0 offrir une exp\u00e9rience client de qualit\u00e9 sans fragiliser leur organisation.<\/span><\/p><p>\u00a0<\/p><h6><span style=\"font-weight: 400;\">Lien vers l\u2019article France Info :<\/span><span style=\"font-weight: 400;\"><br \/><\/span><a href=\"https:\/\/www.franceinfo.fr\/economie\/fraude\/enquete-certains-gagnent-des-milliers-d-euros-grace-au-remboursement-sur-les-sites-d-e-commerce-l-arnaque-au-refund-difficile-a-endiguer_7651400.html\"> <span style=\"font-weight: 400;\">https:\/\/www.franceinfo.fr\/economie\/fraude\/enquete-certains-gagnent-des-milliers-d-euros-grace-au-remboursement-sur-les-sites-d-e-commerce-l-arnaque-au-refund-difficile-a-endiguer_7651400.html<\/span><\/a><\/h6>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7c92e0f5 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"7c92e0f5\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-63e099d6\" data-id=\"63e099d6\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-7586334 elementor-widget elementor-widget-text-editor\" data-id=\"7586334\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Pour en savoir plus sur la r\u00e9duction des co\u00fbts et l&#8217;optimisation de la cha\u00eene logistique et transport, consulter l&#8217;infographie suivante : <a href=\"https:\/\/datafret.com\/infographie-reduire-ses-couts-grace-a-datafret\/\">R\u00e9duire ses co\u00fbts de transport gr\u00e2ce \u00e0 DataFret<\/a>.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-85fde09 elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"85fde09\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-5057d35\" data-id=\"5057d35\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-878a76a elementor-section-boxed elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"878a76a\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-80a90ca\" data-id=\"80a90ca\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-eac75bd elementor-widget__width-initial elementor-widget elementor-widget-image\" data-id=\"eac75bd\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"306\" height=\"306\" src=\"https:\/\/datafret.com\/wp-content\/uploads\/2022\/11\/PP-XAVIER-2.png\" class=\"attachment-1536x1536 size-1536x1536 wp-image-3941\" alt=\"Xavier DIKOR MBOUMA souriant sur un fond arrondi et vert &quot;transparent&quot;.\" srcset=\"https:\/\/datafret.com\/wp-content\/uploads\/2022\/11\/PP-XAVIER-2.png 306w, https:\/\/datafret.com\/wp-content\/uploads\/2022\/11\/PP-XAVIER-2-300x300.png 300w, https:\/\/datafret.com\/wp-content\/uploads\/2022\/11\/PP-XAVIER-2-150x150.png 150w\" sizes=\"(max-width: 306px) 100vw, 306px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-851377d\" data-id=\"851377d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-d93ab16\" data-id=\"d93ab16\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-b37725d elementor-widget elementor-widget-text-editor\" data-id=\"b37725d\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Xavier Dikor<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-30e8ccb elementor-widget elementor-widget-text-editor\" data-id=\"30e8ccb\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>CEO &amp; Co-fondateur &#8211; DataFret<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-1cb57e2 elementor-grid-3 e-grid-align-left elementor-shape-rounded elementor-widget elementor-widget-social-icons\" data-id=\"1cb57e2\" data-element_type=\"widget\" data-widget_type=\"social-icons.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-social-icons-wrapper elementor-grid\">\n\t\t\t\t\t\t\t<span class=\"elementor-grid-item\">\n\t\t\t\t\t<a class=\"elementor-icon elementor-social-icon elementor-social-icon-linkedin elementor-repeater-item-571593a\" href=\"https:\/\/fr.linkedin.com\/in\/mathieubrothier\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-screen-only\">Linkedin<\/span>\n\t\t\t\t\t\t<i class=\"fab fa-linkedin\"><\/i>\t\t\t\t\t<\/a>\n\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<span class=\"elementor-grid-item\">\n\t\t\t\t\t<a class=\"elementor-icon elementor-social-icon elementor-social-icon-twitter elementor-repeater-item-80d71f0\" href=\"https:\/\/twitter.com\/GeffroyFlorian\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-screen-only\">Twitter<\/span>\n\t\t\t\t\t\t<i class=\"fab fa-twitter\"><\/i>\t\t\t\t\t<\/a>\n\t\t\t\t<\/span>\n\t\t\t\t\t\t\t<span class=\"elementor-grid-item\">\n\t\t\t\t\t<a class=\"elementor-icon elementor-social-icon elementor-social-icon-youtube elementor-repeater-item-3daf9bd\" href=\"https:\/\/www.youtube.com\/channel\/UCAJ7C5EjBAkhGQCObWJMW-g\" target=\"_blank\">\n\t\t\t\t\t\t<span class=\"elementor-screen-only\">Youtube<\/span>\n\t\t\t\t\t\t<i class=\"fab fa-youtube\"><\/i>\t\t\t\t\t<\/a>\n\t\t\t\t<\/span>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-80ddd86 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default elementor-section-items-middle wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"80ddd86\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-30321a6\" data-id=\"30321a6\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t<div class=\"elementor-background-overlay\"><\/div>\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-9dd1fa5 elementor-section-height-min-height elementor-section-boxed elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"9dd1fa5\" data-element_type=\"section\" data-settings=\"{&quot;background_background&quot;:&quot;gradient&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-wide\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-7a5763a\" data-id=\"7a5763a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-610f790 elementor-widget elementor-widget-text-editor\" data-id=\"610f790\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>ARTICLES<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-f21a3bd elementor-widget elementor-widget-text-editor\" data-id=\"f21a3bd\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Nouveaut\u00e9s sur DataFret, tendances et actualit\u00e9s sur la logistique, la supply chain, le transport, la comptabilit\u00e9 et la technologie.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-58d7e99 elementor-align-left e-transform e-transform elementor-tablet-align-center elementor-mobile-align-center elementor-widget elementor-widget-button\" data-id=\"58d7e99\" data-element_type=\"widget\" data-settings=\"{&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"https:\/\/datafret.com\/ressources\/articles\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Discover &gt;<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-0ae2394\" data-id=\"0ae2394\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-97f9d18 elementor-section-full_width elementor-section-content-middle elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"97f9d18\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-d1cd129\" data-id=\"d1cd129\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-a85991d elementor-widget elementor-widget-image\" data-id=\"a85991d\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"533\" data-src=\"https:\/\/datafret.com\/wp-content\/uploads\/2025\/02\/altCamions-autoroute-coucher-de-soleil-1024x682.jpg\" class=\"attachment-large size-large wp-image-6311 lazyload\" alt=\"\" data-srcset=\"https:\/\/datafret.com\/wp-content\/uploads\/2025\/02\/altCamions-autoroute-coucher-de-soleil-1024x682.jpg 1024w, https:\/\/datafret.com\/wp-content\/uploads\/2025\/02\/altCamions-autoroute-coucher-de-soleil-300x200.jpg 300w, https:\/\/datafret.com\/wp-content\/uploads\/2025\/02\/altCamions-autoroute-coucher-de-soleil-768x511.jpg 768w, https:\/\/datafret.com\/wp-content\/uploads\/2025\/02\/altCamions-autoroute-coucher-de-soleil-18x12.jpg 18w, https:\/\/datafret.com\/wp-content\/uploads\/2025\/02\/altCamions-autoroute-coucher-de-soleil.jpg 1500w\" data-sizes=\"(max-width: 800px) 100vw, 800px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 800px; --smush-placeholder-aspect-ratio: 800\/533;\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-9c5461c elementor-widget elementor-widget-text-editor\" data-id=\"9c5461c\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>28 f\u00e9vrier 2025<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-23aa442 elementor-widget elementor-widget-text-editor\" data-id=\"23aa442\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Feuille de Route Logistique 2025-2026 : La Supply Chain Fran\u00e7aise \u00e0 un Tournant Strat\u00e9gique\u200b<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ac0cc62 elementor-widget elementor-widget-text-editor\" data-id=\"ac0cc62\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Fin 2024, la Journ\u00e9e France Logistique a marqu\u00e9 un tournant avec la pr\u00e9sentation de la Feuille de route logistique et transport de marchandises 2025-2026. Que retenir pour les mois \u00e0 venir ?<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-1a44f32 elementor-align-left e-transform e-transform elementor-widget elementor-widget-button\" data-id=\"1a44f32\" data-element_type=\"widget\" data-settings=\"{&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"https:\/\/datafret.com\/feuille-de-route-logistique-2025-2026\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Read<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-33 elementor-inner-column elementor-element elementor-element-34a9b10\" data-id=\"34a9b10\" data-element_type=\"column\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-inner-section elementor-element elementor-element-dcb5dfe elementor-section-full_width elementor-section-content-middle elementor-section-height-default elementor-section-height-default wpr-particle-no wpr-jarallax-no wpr-parallax-no wpr-sticky-section-no\" data-id=\"dcb5dfe\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-inner-column elementor-element elementor-element-bd1102a\" data-id=\"bd1102a\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-804173c elementor-widget elementor-widget-image\" data-id=\"804173c\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"800\" data-src=\"https:\/\/datafret.com\/wp-content\/uploads\/2023\/02\/Camion-map-DataFret-2-1024x1024.png\" class=\"attachment-large size-large wp-image-4794 lazyload\" alt=\"Camion transport de marchandises avec une carte\" data-srcset=\"https:\/\/datafret.com\/wp-content\/uploads\/2023\/02\/Camion-map-DataFret-2-1024x1024.png 1024w, https:\/\/datafret.com\/wp-content\/uploads\/2023\/02\/Camion-map-DataFret-2-300x300.png 300w, https:\/\/datafret.com\/wp-content\/uploads\/2023\/02\/Camion-map-DataFret-2-150x150.png 150w, https:\/\/datafret.com\/wp-content\/uploads\/2023\/02\/Camion-map-DataFret-2-768x768.png 768w, https:\/\/datafret.com\/wp-content\/uploads\/2023\/02\/Camion-map-DataFret-2-1536x1536.png 1536w, https:\/\/datafret.com\/wp-content\/uploads\/2023\/02\/Camion-map-DataFret-2-2048x2048.png 2048w\" data-sizes=\"(max-width: 800px) 100vw, 800px\" src=\"data:image\/svg+xml;base64,PHN2ZyB3aWR0aD0iMSIgaGVpZ2h0PSIxIiB4bWxucz0iaHR0cDovL3d3dy53My5vcmcvMjAwMC9zdmciPjwvc3ZnPg==\" style=\"--smush-placeholder-width: 800px; --smush-placeholder-aspect-ratio: 800\/800;\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ce4ebfe elementor-widget elementor-widget-text-editor\" data-id=\"ce4ebfe\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>02 f\u00e9vrier 2025<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-317ff6f elementor-widget elementor-widget-text-editor\" data-id=\"317ff6f\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Erreur de livraison : puis-je garder la marchandise ?<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a1aa66b elementor-widget elementor-widget-text-editor\" data-id=\"a1aa66b\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Une question fr\u00e9quente peut survenir pour de nombreux consommateurs lors d\u2019une erreur de livraison : puis-je garder la marchandise ?<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<div class=\"elementor-element elementor-element-3e81595 elementor-align-left e-transform e-transform elementor-widget elementor-widget-button\" data-id=\"3e81595\" data-element_type=\"widget\" data-settings=\"{&quot;_transform_translateX_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateX_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_translateY_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect_tablet&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]},&quot;_transform_scale_effect_mobile&quot;:{&quot;unit&quot;:&quot;px&quot;,&quot;size&quot;:&quot;&quot;,&quot;sizes&quot;:[]}}\" data-widget_type=\"button.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<div class=\"elementor-button-wrapper\">\n\t\t\t\t\t<a class=\"elementor-button elementor-button-link elementor-size-sm elementor-animation-grow\" href=\"https:\/\/datafret.com\/erreur-de-livraison-puis-je-garder-la-marchandise\/\">\n\t\t\t\t\t\t<span class=\"elementor-button-content-wrapper\">\n\t\t\t\t\t\t\t\t\t<span class=\"elementor-button-text\">Read<\/span>\n\t\t\t\t\t<\/span>\n\t\t\t\t\t<\/a>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"<p>La gestion des r\u00e9clamations de livraison n\u2019est plus un sujet purement li\u00e9 au service client. Elle devient un enjeu op\u00e9rationnel et organisationnel \u00e0 part enti\u00e8re, qui touche directement \u00e0 la performance globale des entreprises.<\/p>","protected":false},"author":2,"featured_media":6382,"comment_status":"closed","ping_status":"open","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"footnotes":""},"categories":[28],"tags":[],"class_list":["post-6380","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Fraude au remboursement : la gestion des r\u00e9clamations dans l\u2019e-commerce | DataFret<\/title>\n<meta name=\"description\" content=\"La gestion des r\u00e9clamations n\u2019est plus un sujet li\u00e9 au service client. 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