High Rate of Returns on Amazon
Did anyone reads Forbes article yesterday titled, “ Returning Something Weird You Bought Online? The Employee Is Judging You”?
A few of the interesting nuggets of information in it to me were,
online purchases are much more likely to be returned than items bought in a store, with one in five e-commerce orders sent back last year, according to the National Retail Federation
At one Whole Foods store, a customer service supervisor said they had to physically break items in order to fit them into boxes.
tourists return strollers, car seats and wheelchairs, too, presumably after they served their purpose at DisneyWorld.
The article certainly gives a lot of ammunition to the forum Sellers that complain about returns. At the same time, I was shocked to learn that returns are intentionally damaged. And wonder how many Sellers are wrongly blaming customer for actions of Amazon, Kohls, and UPS Store employees. Seems like there is room for improvement in Amazon’s returns system & policies.
Now that we now 20% of online purchases are returned, does anyone else reconsidering their prices to account for this astronomical return rate? Which Sellers ultimately bear the cost of in both shipping and damage.
Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?
High Rate of Returns on Amazon
Did anyone reads Forbes article yesterday titled, “ Returning Something Weird You Bought Online? The Employee Is Judging You”?
A few of the interesting nuggets of information in it to me were,
online purchases are much more likely to be returned than items bought in a store, with one in five e-commerce orders sent back last year, according to the National Retail Federation
At one Whole Foods store, a customer service supervisor said they had to physically break items in order to fit them into boxes.
tourists return strollers, car seats and wheelchairs, too, presumably after they served their purpose at DisneyWorld.
The article certainly gives a lot of ammunition to the forum Sellers that complain about returns. At the same time, I was shocked to learn that returns are intentionally damaged. And wonder how many Sellers are wrongly blaming customer for actions of Amazon, Kohls, and UPS Store employees. Seems like there is room for improvement in Amazon’s returns system & policies.
Now that we now 20% of online purchases are returned, does anyone else reconsidering their prices to account for this astronomical return rate? Which Sellers ultimately bear the cost of in both shipping and damage.
Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?
206 replies
Seller_0O69KFvrK41OD
I have said for years that return fraud runs rampant on Amazon. Especially during the “extended returns period”
In 21 years in business only selling on Amazon for 15 of them.
we have had 3 returns on eBay (not even 1 hundredth of a percent of sales).
We have had 1 return on our own website. (again not even 1 hundredth of a percent of sales).
0 Returns from IN person sales (trade shows etc…)
We have had thousands of returns from Amazon. 90% of Amazon returns are unsellable (retail packaging damaged or missing, Accessories missing, damage to the item,)
Our Amazon returns over all are only about 3% of sales that is an exponential jump from the return rate of other platforms.
If amazon would allow us to enforce their rules (50% restocking fee) It wouldn’t be as bad, but since the Safe-T claims it seems you can’t do better than 20% for a completely destroyed item.
Seller_8LDS13Dwga70G
“Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?”
Doubftul. My wife worked for the US Senate years ago. Most legislators are so out of touch and clueless, the staff pretty much does all the work, the lawmakers just get the breadcrumbs of information from their short staff meetings. Even the staff can be in a bubble and out of touch with the average American living outside the beltway.
Seller_xgE8VKcHiSfnv
Amazon has destroyed the live and learn lessons of returns. Meaning if the return process is a little difficult, next time a shopper will use more diligence when making a purchase.
Seller_syjmYvuDww6Az
I cannot read the online article, as one must subscribe.
I would be curious to know what categories of products are most returned, aside from those you mentioned.
Seller_xgE8VKcHiSfnv
Not surprising to me that online returns are higher than in-store. The reasons are obvious, aren’t they?
Seller_Yvu9QfhV55nVu
The 20% is some kind of average return level.
My return level is less than 3%, most of them are “defective”, when in fact only small fraction of them is indeed defective, and some of them were damaged by the buyers.
The solution will be when the biggest seller…AMAZON (amazon is affected same way as 3P sellers), will decide that their return policies are too liberal, and free to buyers.
Amazon dominates the ecommerce market, and other big companies follow it.
I think that when/if amazon will make changes to the return policies, many of their competitors/big companies will follow amazon lead.
So, everything relies on amazon top management.
Seller_QoVfwhyloUH4F
Amazon empowers customers to return at sellers’ expense. I have sold thousands on the bay in just a few months and there were ZERO returns and ZERO INRs! On Amazon, returns and INRs are the norm affecting profit and the bottom line. Verdict: Amazon customers are the worst. Period, no ifs or buts.
Seller_Wvs1oHDUVPC6o
It’s worse with their stupid “Refund At First Scan” policy. It is the worst policy amazon ever levied at sellers.
Seller_lr7V13gTdvF7O
returns are troubling for sure - however, Amazon is not out the money - sellers are - so as long as Amazon is giving away our money - the return policy is liberal and abused - no doubts. Amazon turned off feedback for them as it was too low for them - for sellers? not a chance - there is no way the return will be changed - as money is not Amazon’s and there is no way the sellers are all going to leave - BUT the day is coming when the brand / products are going to leave amazon - companies are finding out that it is best to be off amazon completely - that is the only way to completely ensure pricing, expiration dates, handling, returns, fraud, damages, theft and so on… i for one, welcome that day…
Seller_FQECwnAQilow4
We raised our prices to accommodate for the return.
High Rate of Returns on Amazon
Did anyone reads Forbes article yesterday titled, “ Returning Something Weird You Bought Online? The Employee Is Judging You”?
A few of the interesting nuggets of information in it to me were,
online purchases are much more likely to be returned than items bought in a store, with one in five e-commerce orders sent back last year, according to the National Retail Federation
At one Whole Foods store, a customer service supervisor said they had to physically break items in order to fit them into boxes.
tourists return strollers, car seats and wheelchairs, too, presumably after they served their purpose at DisneyWorld.
The article certainly gives a lot of ammunition to the forum Sellers that complain about returns. At the same time, I was shocked to learn that returns are intentionally damaged. And wonder how many Sellers are wrongly blaming customer for actions of Amazon, Kohls, and UPS Store employees. Seems like there is room for improvement in Amazon’s returns system & policies.
Now that we now 20% of online purchases are returned, does anyone else reconsidering their prices to account for this astronomical return rate? Which Sellers ultimately bear the cost of in both shipping and damage.
Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?
High Rate of Returns on Amazon
Did anyone reads Forbes article yesterday titled, “ Returning Something Weird You Bought Online? The Employee Is Judging You”?
A few of the interesting nuggets of information in it to me were,
online purchases are much more likely to be returned than items bought in a store, with one in five e-commerce orders sent back last year, according to the National Retail Federation
At one Whole Foods store, a customer service supervisor said they had to physically break items in order to fit them into boxes.
tourists return strollers, car seats and wheelchairs, too, presumably after they served their purpose at DisneyWorld.
The article certainly gives a lot of ammunition to the forum Sellers that complain about returns. At the same time, I was shocked to learn that returns are intentionally damaged. And wonder how many Sellers are wrongly blaming customer for actions of Amazon, Kohls, and UPS Store employees. Seems like there is room for improvement in Amazon’s returns system & policies.
Now that we now 20% of online purchases are returned, does anyone else reconsidering their prices to account for this astronomical return rate? Which Sellers ultimately bear the cost of in both shipping and damage.
Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?
High Rate of Returns on Amazon
Did anyone reads Forbes article yesterday titled, “ Returning Something Weird You Bought Online? The Employee Is Judging You”?
A few of the interesting nuggets of information in it to me were,
online purchases are much more likely to be returned than items bought in a store, with one in five e-commerce orders sent back last year, according to the National Retail Federation
At one Whole Foods store, a customer service supervisor said they had to physically break items in order to fit them into boxes.
tourists return strollers, car seats and wheelchairs, too, presumably after they served their purpose at DisneyWorld.
The article certainly gives a lot of ammunition to the forum Sellers that complain about returns. At the same time, I was shocked to learn that returns are intentionally damaged. And wonder how many Sellers are wrongly blaming customer for actions of Amazon, Kohls, and UPS Store employees. Seems like there is room for improvement in Amazon’s returns system & policies.
Now that we now 20% of online purchases are returned, does anyone else reconsidering their prices to account for this astronomical return rate? Which Sellers ultimately bear the cost of in both shipping and damage.
Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?
206 replies
206 replies
Seller_0O69KFvrK41OD
I have said for years that return fraud runs rampant on Amazon. Especially during the “extended returns period”
In 21 years in business only selling on Amazon for 15 of them.
we have had 3 returns on eBay (not even 1 hundredth of a percent of sales).
We have had 1 return on our own website. (again not even 1 hundredth of a percent of sales).
0 Returns from IN person sales (trade shows etc…)
We have had thousands of returns from Amazon. 90% of Amazon returns are unsellable (retail packaging damaged or missing, Accessories missing, damage to the item,)
Our Amazon returns over all are only about 3% of sales that is an exponential jump from the return rate of other platforms.
If amazon would allow us to enforce their rules (50% restocking fee) It wouldn’t be as bad, but since the Safe-T claims it seems you can’t do better than 20% for a completely destroyed item.
Seller_8LDS13Dwga70G
“Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?”
Doubftul. My wife worked for the US Senate years ago. Most legislators are so out of touch and clueless, the staff pretty much does all the work, the lawmakers just get the breadcrumbs of information from their short staff meetings. Even the staff can be in a bubble and out of touch with the average American living outside the beltway.
Seller_xgE8VKcHiSfnv
Amazon has destroyed the live and learn lessons of returns. Meaning if the return process is a little difficult, next time a shopper will use more diligence when making a purchase.
Seller_syjmYvuDww6Az
I cannot read the online article, as one must subscribe.
I would be curious to know what categories of products are most returned, aside from those you mentioned.
Seller_xgE8VKcHiSfnv
Not surprising to me that online returns are higher than in-store. The reasons are obvious, aren’t they?
Seller_Yvu9QfhV55nVu
The 20% is some kind of average return level.
My return level is less than 3%, most of them are “defective”, when in fact only small fraction of them is indeed defective, and some of them were damaged by the buyers.
The solution will be when the biggest seller…AMAZON (amazon is affected same way as 3P sellers), will decide that their return policies are too liberal, and free to buyers.
Amazon dominates the ecommerce market, and other big companies follow it.
I think that when/if amazon will make changes to the return policies, many of their competitors/big companies will follow amazon lead.
So, everything relies on amazon top management.
Seller_QoVfwhyloUH4F
Amazon empowers customers to return at sellers’ expense. I have sold thousands on the bay in just a few months and there were ZERO returns and ZERO INRs! On Amazon, returns and INRs are the norm affecting profit and the bottom line. Verdict: Amazon customers are the worst. Period, no ifs or buts.
Seller_Wvs1oHDUVPC6o
It’s worse with their stupid “Refund At First Scan” policy. It is the worst policy amazon ever levied at sellers.
Seller_lr7V13gTdvF7O
returns are troubling for sure - however, Amazon is not out the money - sellers are - so as long as Amazon is giving away our money - the return policy is liberal and abused - no doubts. Amazon turned off feedback for them as it was too low for them - for sellers? not a chance - there is no way the return will be changed - as money is not Amazon’s and there is no way the sellers are all going to leave - BUT the day is coming when the brand / products are going to leave amazon - companies are finding out that it is best to be off amazon completely - that is the only way to completely ensure pricing, expiration dates, handling, returns, fraud, damages, theft and so on… i for one, welcome that day…
Seller_FQECwnAQilow4
We raised our prices to accommodate for the return.
Seller_0O69KFvrK41OD
I have said for years that return fraud runs rampant on Amazon. Especially during the “extended returns period”
In 21 years in business only selling on Amazon for 15 of them.
we have had 3 returns on eBay (not even 1 hundredth of a percent of sales).
We have had 1 return on our own website. (again not even 1 hundredth of a percent of sales).
0 Returns from IN person sales (trade shows etc…)
We have had thousands of returns from Amazon. 90% of Amazon returns are unsellable (retail packaging damaged or missing, Accessories missing, damage to the item,)
Our Amazon returns over all are only about 3% of sales that is an exponential jump from the return rate of other platforms.
If amazon would allow us to enforce their rules (50% restocking fee) It wouldn’t be as bad, but since the Safe-T claims it seems you can’t do better than 20% for a completely destroyed item.
Seller_0O69KFvrK41OD
I have said for years that return fraud runs rampant on Amazon. Especially during the “extended returns period”
In 21 years in business only selling on Amazon for 15 of them.
we have had 3 returns on eBay (not even 1 hundredth of a percent of sales).
We have had 1 return on our own website. (again not even 1 hundredth of a percent of sales).
0 Returns from IN person sales (trade shows etc…)
We have had thousands of returns from Amazon. 90% of Amazon returns are unsellable (retail packaging damaged or missing, Accessories missing, damage to the item,)
Our Amazon returns over all are only about 3% of sales that is an exponential jump from the return rate of other platforms.
If amazon would allow us to enforce their rules (50% restocking fee) It wouldn’t be as bad, but since the Safe-T claims it seems you can’t do better than 20% for a completely destroyed item.
Seller_8LDS13Dwga70G
“Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?”
Doubftul. My wife worked for the US Senate years ago. Most legislators are so out of touch and clueless, the staff pretty much does all the work, the lawmakers just get the breadcrumbs of information from their short staff meetings. Even the staff can be in a bubble and out of touch with the average American living outside the beltway.
Seller_8LDS13Dwga70G
“Are the Legislators who are considering legislation targeting Amazon, aware of any of these essentially fraudulent returns by consumers? Should it be factored into any pending legislation?”
Doubftul. My wife worked for the US Senate years ago. Most legislators are so out of touch and clueless, the staff pretty much does all the work, the lawmakers just get the breadcrumbs of information from their short staff meetings. Even the staff can be in a bubble and out of touch with the average American living outside the beltway.
Seller_xgE8VKcHiSfnv
Amazon has destroyed the live and learn lessons of returns. Meaning if the return process is a little difficult, next time a shopper will use more diligence when making a purchase.
Seller_xgE8VKcHiSfnv
Amazon has destroyed the live and learn lessons of returns. Meaning if the return process is a little difficult, next time a shopper will use more diligence when making a purchase.
Seller_syjmYvuDww6Az
I cannot read the online article, as one must subscribe.
I would be curious to know what categories of products are most returned, aside from those you mentioned.
Seller_syjmYvuDww6Az
I cannot read the online article, as one must subscribe.
I would be curious to know what categories of products are most returned, aside from those you mentioned.
Seller_xgE8VKcHiSfnv
Not surprising to me that online returns are higher than in-store. The reasons are obvious, aren’t they?
Seller_xgE8VKcHiSfnv
Not surprising to me that online returns are higher than in-store. The reasons are obvious, aren’t they?
Seller_Yvu9QfhV55nVu
The 20% is some kind of average return level.
My return level is less than 3%, most of them are “defective”, when in fact only small fraction of them is indeed defective, and some of them were damaged by the buyers.
The solution will be when the biggest seller…AMAZON (amazon is affected same way as 3P sellers), will decide that their return policies are too liberal, and free to buyers.
Amazon dominates the ecommerce market, and other big companies follow it.
I think that when/if amazon will make changes to the return policies, many of their competitors/big companies will follow amazon lead.
So, everything relies on amazon top management.
Seller_Yvu9QfhV55nVu
The 20% is some kind of average return level.
My return level is less than 3%, most of them are “defective”, when in fact only small fraction of them is indeed defective, and some of them were damaged by the buyers.
The solution will be when the biggest seller…AMAZON (amazon is affected same way as 3P sellers), will decide that their return policies are too liberal, and free to buyers.
Amazon dominates the ecommerce market, and other big companies follow it.
I think that when/if amazon will make changes to the return policies, many of their competitors/big companies will follow amazon lead.
So, everything relies on amazon top management.
Seller_QoVfwhyloUH4F
Amazon empowers customers to return at sellers’ expense. I have sold thousands on the bay in just a few months and there were ZERO returns and ZERO INRs! On Amazon, returns and INRs are the norm affecting profit and the bottom line. Verdict: Amazon customers are the worst. Period, no ifs or buts.
Seller_QoVfwhyloUH4F
Amazon empowers customers to return at sellers’ expense. I have sold thousands on the bay in just a few months and there were ZERO returns and ZERO INRs! On Amazon, returns and INRs are the norm affecting profit and the bottom line. Verdict: Amazon customers are the worst. Period, no ifs or buts.
Seller_Wvs1oHDUVPC6o
It’s worse with their stupid “Refund At First Scan” policy. It is the worst policy amazon ever levied at sellers.
Seller_Wvs1oHDUVPC6o
It’s worse with their stupid “Refund At First Scan” policy. It is the worst policy amazon ever levied at sellers.
Seller_lr7V13gTdvF7O
returns are troubling for sure - however, Amazon is not out the money - sellers are - so as long as Amazon is giving away our money - the return policy is liberal and abused - no doubts. Amazon turned off feedback for them as it was too low for them - for sellers? not a chance - there is no way the return will be changed - as money is not Amazon’s and there is no way the sellers are all going to leave - BUT the day is coming when the brand / products are going to leave amazon - companies are finding out that it is best to be off amazon completely - that is the only way to completely ensure pricing, expiration dates, handling, returns, fraud, damages, theft and so on… i for one, welcome that day…
Seller_lr7V13gTdvF7O
returns are troubling for sure - however, Amazon is not out the money - sellers are - so as long as Amazon is giving away our money - the return policy is liberal and abused - no doubts. Amazon turned off feedback for them as it was too low for them - for sellers? not a chance - there is no way the return will be changed - as money is not Amazon’s and there is no way the sellers are all going to leave - BUT the day is coming when the brand / products are going to leave amazon - companies are finding out that it is best to be off amazon completely - that is the only way to completely ensure pricing, expiration dates, handling, returns, fraud, damages, theft and so on… i for one, welcome that day…
Seller_FQECwnAQilow4
We raised our prices to accommodate for the return.
Seller_FQECwnAQilow4
We raised our prices to accommodate for the return.
