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What is No Fault Found (NFF)?

No Fault Found (NFF) — also called No Trouble Found (NTF) — describes a product that is returned, sent for repair, or dispatched against, but turns out to have nothing actually wrong with it. The item works as designed; the “fault” was a setup mistake, a misunderstanding of how to use it, or a configuration issue the customer couldn’t resolve alone.

NFF is one of the most expensive hidden costs in consumer electronics and appliances. Accenture research found that roughly 68% of consumer-electronics product returns are “No Trouble Found,” with only about 5% genuinely defective and around 27% buyer’s remorse — and that non-defective returns cost the industry an estimated $17 billion a year. Crucially, about 65% of those returns happen after the customer struggles with setup, installation or first use (Accenture).

Why No Fault Found returns happen

  • The product is fine, but setup or installation is confusing.
  • The customer can’t describe the problem accurately over phone or chat, so the agent can’t fix it remotely.
  • It’s easier to return or demand a service visit than to keep troubleshooting blind.

Every one of these is a problem a remote expert could solve — if they could see what the customer sees.

How to reduce No Fault Found returns

Letting an agent see the product live through the customer’s phone camera — with visual remote assistance — turns “I’ll just return it” into “let me show you.” The agent guides setup with on-screen annotations, confirms the product works, and resolves the issue on the first contact, avoiding both the return and any unnecessary service dispatch.

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