Turns out Amazon’s 30-day return policy isn’t so liberal after all.
The company has been banning people it claims are sending back too many items, according to the Wall Street Journal.
The e-commerce giant — whose self-proclaimed mission “to be Earth’s most customer-centric company” — bans users who cause “a lot of headaches for Amazon,” former Amazon policy enforcement investigator Chris McCabe told the Journal.
“I didn’t get any warning,” New York actuary Shira Golan told the outlet after her account was permanently terminated earlier this month because she reported an “unusual” number of issues with her orders.
“If I knew this would happen, I wouldn’t buy clothes and shoes on Amazon.”
Golan, 23, said she spends thousands of dollars a year with the shopping giant and never expected she’d be punished for sending a few things back, especially when some items delivered were damaged or not what she ordered.
“I didn’t think it was so significant especially considering how much I buy,” she said.
The company accepts returns up to 30 days after delivery on “most items.”
An Amazon spokesman confirmed that it bans users who “abuse” its policy, but would not provide specific numbers on how many have been affected.
“We want everyone to be able to use Amazon, but there are rare occasions where someone abuses our service over an extended period of time,” the company rep told the Journal. “We never take these decisions lightly, but with over 300 million customers around the world, we take action when appropriate to protect the experience for all our customers.”
A computer algorithm flags questionable activity, and then accounts are reviewed by a human, the insiders said.
Its return policy does not make the prohibition on regular returns clear, but the company’s conditions state it has the discretion to terminate accounts.
“If your behavior is consistently outside the norm, you’re not really the kind of customer they want,” said former Amazon senior manager James Thomson.
Source: NY Post ( Max Jaeger)
Photo Credit: AllTechAsia