The retailer sends a new message to consumers who want to return the item: keep the item.
Amazon.com Inc., Walmart Inc. and other companies are using artificial intelligence to determine whether it makes economic sense to process returns. For cheap items or large items that incur high shipping costs, it is usually cheaper to refund the purchase price and let the customer keep the product.
During the Covid-19 pandemic, with the popularity of Amazon and some other chain stores, relatively new methods are being adopted more widely, as the surge in online shopping forces companies to rethink how to handle returns. Narvar Inc. CEO Amit Sharma said: “We have received too many inquiries about this issue, and you will see this in the coming months.”
Lorie Anderson of Washington State was pleasantly surprised when he tried to return Target cosmetics purchased online and batteries purchased from Walmart. The chain store refunded her but told her to keep the items.
Ms. Anderson, 38, said: “They are cheap, and it doesn’t make much sense to return them by mail.” “It is troublesome to pack the boxes and put them at the post office or UPS. This is one thing I don’t have to worry about.”