Retailers have a new message for consumers who want to return an article: Save it.
Amazon.com Inc., Walmart Inc. and other companies use artificial intelligence to decide if it makes economic sense to process a return. For cheap or large items that involve expensive delivery costs, it is often cheaper to refund the purchase price and let the customers keep the products.
The relatively new approach, popularized by Amazon and a few other chains, is being applied more widely during the Covid-19 pandemic, as an increase in online shopping is forcing businesses to reconsider how they handle returns. “We are getting so many inquiries about this that you will see it rise in the coming months,” said Amit Sharma, CEO of Narvar Inc., which processes the returns for retailers.
Lorie Anderson of Vancouver, Wash., Was pleasantly surprised when she tried to return online purchases of makeup from Target and Walmart batteries. The chains issued her a refund, but told her to keep the items.
“They were cheap, and it would not make much financial sense to send it back by mail,” Anderson, 38, said. ‘It’s a hassle to pack the box and drop it off at the post office or UPS. It was one less thing I had to worry about. ”