Are You an 'Amazombie'? How Amazon Returns Impact Retail Workers.
Amazon returns have huge perks for consumers and massive downsides for staff
Processing online returns can be a massive headache. Even if your POS software is outstanding, churning through returns is time-consuming, tedious, and frustrating.
I once worked for a company, and our online return process was so bad that I had to apologize routinely to my customers for wasting their time. "I'm sorry, our process sucks." I'd say. "Yeah, we know. We've done this before." They'd reply.
Sigh.
What should be a simple scan-and-box process has become a nightmare for several reasons. Overconsumption is one giant, looming reason. The other reasons are entitlement, bad customer planning, and bad retailer policy.
Earlier this week, The Washington Post explained in great detail what Amazon returns were doing to retail stores and their staff. They were also the first to use the term ‘Amazombies,' which I think is one hundred percent appropriate.
After twenty-four years on a retail floor, processing thousands of returns, and understanding how these Amazon returns work on a granular level (my husband used to process them), here's what I know.
It Sounded Like a Good Deal
Amazon made deals with brick-and-mortar retailers to handle their returns. They should have a dedicated desk and a person there to scan QR codes and box up returns.
Easy, right?
No. It's not working out super smoothly.
The enticing part of the deal was getting customers to walk through your doors. If you can get them to walk in and make a return, they're bound to take a lap around your store and buy from you.
Yeah, no. Not so much. It's not working out like that.
Amazombies, by and large, just drop off their returns and skedaddle. They don't shop around afterward, so the retail stores do all the work and get minimal benefits.
The retail staff has had it.
Entitled, Confused, and Mean
Customers often don't understand how Amazon returns work.
Here's what's supposed to happen:
Go back to the Amazon website.
Get a QR code for your return & select the return site.
Head to the return site to have a human scan your code. Goodbye, stuff.
Mission accomplished.
It's easy enough, but what if you're returning furniture? Or 30 swimsuits? Maybe a mattress? You can buy these items on Amazon and return them in a store, but is that the best option?
Often, customers don't understand they need the QR code. Or they select the wrong location for their return. Or they just hand the item to their husband, tell him to return it, and don't send him the QR code. When he gets to the store, he is thoroughly confused as to why no one can help him.
No one can help because these stores cannot access Amazon's database. They scan a QR code, scan a barcode on the shipping box, and pack the items. They have no insight into your order.
That can be very confusing for people. Sometimes, they get mean with the staff, who literally have no control over any of this. They're only there to scan and pack up.
In-Store Coupons Are Not a Flex
Retailers thought they'd spark spending if they gave these Amazombies a store coupon. Encourage them to shop! Genius!
Nah.
Customers don't care, and occasionally, the store staff gets in trouble if customers aren't using the coupons they hand out.
Really? Is this your answer, retail stores?
It's beyond terrible. Maybe it's not your staff's fault.
Just maaaayyyyybe your idea sucks.
I'm over here pulling out my hair!
This is a classic illustration of giant corporations encouraging massive consumption. Then, who gets the short end of the stick? Retail staff, of course.
Yes, we know they're in charge of the registers, customer service, answering phones, covering a 5,000-square-foot retail floor, and preventing theft, but let's give them Amazon returns, too.
That sounds like a brilliant idea, and not too much to ask.
The minimum wage is fine, right?
Can you tell I'm over here pulling out my hair?
I'm over here pulling out my hair!
This isn't working, and from what I've noticed on all my road trips, Amazon is great at building warehouses. Maybe build some warehouses for this and handle this shit yourself.
Build a warehouse with a drive-thru. Model it after In-N-Out or Chick-fil-A. Have you ever been through one of their drive-thrus? It's efficiency at its best. It's so good it makes me tear up.
Have one person direct cars and make sure they have the necessary things: QR code, package, barcode, whatever.
The next person scans the return and interacts with the customer again, making sure all their questions have been answered. Everyone else boxes up the returns and sends them where they need to go.
Let's try that.
Ugh
I can only hope that fast fashion and mass consumption are waning but that doesn't seem like it's happening any time soon.
For now, Amazon needs to figure out how to handle its returns and give the regular retail staff a goddamn break.
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Kit Campoy is an author and retail expert with 20+ years of experience leading retail teams. She thrived on building relationships with customers and motivating sales teams.
Now, as a ghostwriter, she leverages this people-centric approach to craft compelling content that resonates and sets brand apart.
Working in retail, the customers that come in without fail are the Amazonbies. Whether it’s 1 minute to closing, or during a major snow storm.
One more thing retail workers take on that the public does NOT understand! Love that you explain the retail companies and Amazon's part in this and how it promotes consumption. The public are clueless.