Consumers may be getting an unexpected response from retailers when they attempt to return an item.
According to a report by The Wall Street Journal, Amazon, Walmart and other companies are telling consumers looking to return items to “keep it.”
By using artificial intelligence, the report said these retailers can determine whether it makes “economic sense” to process a return. It may be more cost efficient to refund the purchase price and allow the consumer to keep the product, as in the case of inexpensive items, or for large items that would incur higher shipping costs, the report explained.
Due to the COVID-19 pandemic, which has caused a surge in online shopping, this relatively new approach – made popular by Amazon and several other chains – is being more liberally adopted, as retailers find it necessary to “rethink how they handle returns,” the report said.
The Wall Street Journalcited Amit Sharma, chief executive of Narvar Inc., which processes returns for retailers, …