Amazon introduces self-service customer returns

Published on 07 April 2014 by in Latest News

Amazon product returns customer interaction management Amazon introduces self service customer returns Online retail giant Amazon.com has launched a new service in the United States, allowing customers to return sub-standard goods through its Delivery Lockers; self-service collection points which are installed in locations such as supermarkets and post offices across America.

The system will now allow customers to place unwanted items in the metal lockers for return delivery; a new feature will allow customers to deposit purchases after receiving a locker code from the online retainer. The scheme, while adding convenience for customers, has also been introduced in order to reduce the costs for Amazon and its merchants, many of whom foot the postage for returned goods.

Product returns customer interaction management Amazon introduces self service customer returns

 

Reporting about the development in the Wall Street Journal, Greg Bensinger wrote:

“As much as a third of all online purchases are eventually returned, by some estimates, making it costly for merchants that in some cases pay for shipping in both directions…Packaging and shipping orders is a major expense for Amazon. ”

While there are no indications that the service is set to launch in the United Kingdom, the move highlights the growing need for online retailers to build systems which allow for cost-effective customer returns. Speaking about the announcement, an Amazon spokesperson commented that, “customers like the added convenience of returns through the lockers.”

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