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Amazon investigates what happens to returns

We want you to love our products, and we strive to make it easy for you to find them by providing helpful information and a powerful search experience. We usually do this, but like any retailer, you may wish to return items you have purchased from us. And when that happens, our mission at Amazon is to give it a second life. Here’s an inside look at what happens after a customer leaves an item for return and how Amazon works to maximize reuse and minimize waste. I’ll take a look.

step 1: Free products and customer support

A person holds a smartphone and opens the Amazon app, viewing the product return page.

We understand that you can spend a lot of time making purchasing decisions, and we are committed to helping you find the right product for your needs. That’s why we launched features like “Frequently Returned Items” and “Frequently Stored Items” badges, as well as programs like: virtual try-on For shoes and glasses.

We also have free product support Provide service to customers after purchase, assisting with product setup, product use, or troubleshooting problems. Depending on the product, customers can call or chat with Amazon customer support, access the manufacturer’s contact details, see step-by-step troubleshooting instructions, arrange for replacement of missing or damaged parts, and more. You can find support for. These options for eligible items include: Order Click to open page Get product support. If you are still not satisfied with the product, Exchange or replacement of eligible products.

Step 2: Return your return

Amazon returns kiosk.

Amazon return kiosks located at many Whole Foods Market stores in the United States

If a customer decides to return an item, Amazon offers more than 8,000 drop-off locations in the United States. Out of 5 he has 4 customers returning. Drop off point Within a 5 mile radius of your home. These locations include Amazon’s physical stores like Whole Foods Market, Amazon Fresh, and Amazon Go, as well as partners like Staples, Kohl’s, and The UPS Store.

To make these returns even more convenient for our customers, we’ve designed a system that minimizes the need for additional shipping boxes. Eligible items may be dropped off in the original manufacturer’s packaging. Many Whole Foods Market stores in the U.S. also have his Amazon return kiosks, where customers can complete their returns in less than 60 seconds. We understand that customers want to receive their refund quickly after returning an item, and we have worked hard to ensure that approximately 90% of eligible refunds are issued within 5 hours.

Step 3: Returned items are sent to Amazon’s facility

A close-up of the Amazon box with the sticker on it.

Items dropped for return will be consolidated with other returned items and sent to the Amazon Returns Center. The Amazon Returns Center is a site dedicated to processing many different types of products, including clothing, electronics, furniture and electronics.

Step 4: Amazon inspects the returned item

An Amazon employee is holding a returned item.

Each item in the Amazon Returns Center is carefully inspected and evaluated to determine if it meets Amazon’s high standards for relisting. First, evaluate all aspects of the manufacturer’s packaging to identify any damage or broken seals. We then evaluate the item in the package to ensure it matches the description, check for signs of use, and evaluate the product for damage.

There are several options available depending on the condition of the returned item. The majority of returns are resold as new or used items, returned to sales partners, and liquidated or donated. If your item does not meet Amazon’s high standards for being returned to the virtual shelf and sold as new, it may be sold at a discount in the following ways: amazon warehouse. With all the benefits of Amazon’s shipping, customer service, and convenient returns, Amazon Warehouse offers customers great deals on high-quality used, pre-owned, or opened items.

Before we sell any item in our Amazon warehouse, we conduct a second inspection to thoroughly test the condition of each item and provide detailed condition information to help you make a more informed decision. Provide an explanation. For electronic products, we power them on, test them, and factory reset them as part of our evaluation. Based on quality checks, each product is assigned one of four listing conditions: Like New, Very Good, Good, or Acceptable. Customers can find these offers by: Amazon warehouse storefrontsearch bar, or product detail page.

Amazon warehouse storefront

Amazon warehouse storefront.

For items that do not meet Amazon’s standards for sale in our stores, we work with experts to repair and dispose of some returned items (such as TVs and laptops).In the latest information sustainability reportwe shared In 2022, more than 7.6 million products were repaired through repair partners in the U.S. and Europe.

Step 5: Items have a second life through donations

A box full of Amazon returns gets a sticker that gives it a second life.

Items may not be resaleable for various reasons, such as damaged packaging, but they still have plenty of life. In these cases, items may be donated to families or individuals in need through our nonprofit partners. good 360. Through this partnership, Amazon donates products to more than 700 nonprofit organizations in the United States. Donated items include household appliances, tools, school supplies, electronics, and clothing. Over the past five years, Good360 and Amazon have positively impacted more than 30 million people in the United States.

Image of a woman putting items into Amazon boxes at a fulfillment center.

If a product cannot be resold, returned to a distribution partner, liquidated or donated, we will pursue recycling options whenever possible. Learn more about Amazon’s commitment to minimizing waste, increasing recycling, and giving customers and sellers options to reuse, repair, and recycle products. sustainability report.

Next let’s take a look inside How to ship some orders without Amazon packaging.

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