Op-Ed: We send back 30% of what we buy online. How our return culture alters the supply chain (via latimesopinion)
to stores and consumers. What is called the forward supply chain, the path from raw material to the customer, is being scrutinized.
Of the 12 items returned, only four had been resold when the story was published. The rest were still in transit months after they being returned. At least one, a new backpack, was found in a landfill. For the report, Amazon didn’t respond to questions about what percentage of its returns are sent to landfills. Soon after the report aired, Amazon introduced a program in the U.S. and the United Kingdom dedicated to helping sellers send returns directly to charities instead of landfills.
Products are returned by customers at random times and in small batches. They are shipped to various places based on product type, sorted and stored until a decision is made on whether to resell them. It’s a time-consuming process that has little value. Accepting a product and preparing it to be shipped back is viewed as a nuisance, so not much thought has gone into making the process more efficient. Yet most companies still offer generous return policies to keep their customers coming back.
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