About The Returns Guy

Hi! I'm Antonio Colicchio. I held leadership roles with Victoria's Secret, DSW and most recently, Abercrombie & Fitch. My foundation was built on running CX & Digital Fraud operations. My experience has given me a deep understanding of key business processes, product offerings, and customer needs. I’ve always been a fierce advocate for customers, pushing for improvements that align business goals with customer satisfaction.

Innovation + Transformation is in my DNA: I started the Automation Center of Excellence then later founded and led the Returns, Fraud, and Abuse department, where I developed strategies to optimize returns and reduce customer appeasements—a significant cost for many retailers. My work at the intersection of customer experience, fraud prevention, and returns has taught me the delicate balance of advocating for customers while also addressing loss, fraud and abuse.

Throughout my career, I’ve been driven by a passion for solving complex problems, particularly those that others have overlooked or struggled to solve. I believe that returns are not just a result of customer behavior and product issues but are also heavily influenced by operational inefficiencies that are within a retailer's control. By identifying these operational causes and implementing targeted improvements, retailers can significantly reduce return rates and improve customer satisfaction. My consulting approach combines data-driven analysis, continuous improvement, and a deep understanding of CX, fraud, and returns to create actionable, cost-effective strategies for retailers.