Amazon ends controversial return test after a strong backlash
After four weeks, Amazon has ended the test for packed returns. The costs of up to 2.95 euros for packaged returns had caused massive criticism. Prime customers in particular were angry. That has now come out.
Amazon’s return fee policy
Amazon has stopped his test for the controversial fee policy for returns – so that the free return options return after a month. During the four -week test phase, customers had to pay between 1.95 euros and 2.95 euros for packaged returns. The only free option was the delivery of unpacked items in post offices or DHL packets shops.
The sudden introduction of the fee led to considerable dissatisfaction among customers. Prime subscribers, which basically already pay for a shipping flat rate, particularly criticized the additional costs. There were also concerns about data protection, since customers expressed their discomfort about it to have to publicly submit returns if they wanted to send them free of charge.
Environmental protection claims questioned
Amazon justified the original policy as an environmental initiative that aimed to simplify returns and reduce packaging waste. However, critics countered that such an approach is counterproductive. Customers would have to take care of the disposal of the existing packaging and possibly take additional car journeys to the tax offices, which could probably increase the environmental burden overall.
Marketplace sellers also expressed concerns about possible product damage. Without a protective packaging, returned items could become unsalable, which would be a great economic challenge for small companies.
Returns are a problem
The return rate is still a big problem in online trading. According to industry estimates, around 16 percent of online purchases are returned in Germany, whereby you can see in clothing categories of up to 40 percent. Each return means considerable logistical effort, including transport, product inspection and possible processing. Infographic online shopping: Amazon leads to almost all important product groups Amazon has continuously searched for strategies to reduce the return rate. This includes:
- Improvement of product descriptions
- Introduction of technologies for virtual fitting
- Use of AI-based size recommendations
- Development of “frustration -free packaging” for simpler and more sustainable product delivery
This is not Amazon’s first experiment in return policy. Similar fee tests were carried out in autumn 2023, which were also canceled after about a month. Amazon has now also heard the customer feedback with the stop of the test is probably more wishful thinking, rather it looks like the test period has simply expired.
It is currently unclear what findings the group could pull out of the test. But it is positive for customers, because everything stays the same.
