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Bad Returners Getting Shut Down: Amazon Bans Shoppers who Return Too Much and Create Headaches



From Daily Mail:

Amazon is banning shoppers from the site for returning too many items, often without informing the customer of the grievance.  

The e-commerce mogul doesn't share its return policy with customers, but in its conditions of use it does state that it can terminate accounts on its sole discretion. 

One customer - Nir Nissim - was notified in March that his account was being closed because of a violation to the conditions of use agreement. 

'You cannot open a new account or use another account to place orders on our site,' Amazon wrote, according to the Wall Street Journal

Nissim, 20, still had $450 balance in his account that he had gotten from a gift card. 

'I contacted them almost every day for a week or two,' the ice cream shop worker added. 

He was eventually informed by a customer service agent that his return activity was the root of his troubles. But Nissim was adamant that his one return this year, and four returns last year, didn't warrant the response. 

Reaching out to Chief Executive Jeff Bezos, Nissim was eventually contacted by a representative who reinstated his account. 

'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,' an Amazon spokesman said. 

'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.'

The spokesman added that customers should contact Amazon if they think they are unfairly banned. 

The company refused to disclose how many of its customers would be banned.

Managers from the company claim that accounts are terminated for requesting too many refunds, sending back the wrong items or receiving compensation for reviews, among other things.

When an algorithm surfaces showing suspicious behavior, a human will then go over the account. 

The banning is often a result if 'you're creating a lot of headaches for Amazon,' said Chris McCabe, a former policy enforcement investigator at Amazon who is currently a consultant at EcommerceChris LLC.

A customer's account could be flagged if they claim an atypical reason for making a return. 

'If your behavior is consistently outside the norm, you're not really the kind of customer they want,' said James Thomson, a former senior manager at Amazon. 

Read more on Daily Mail





I know it better

Maybe if people would stop buying crap without making sure they need it and they wanna keep it, and therefore stop making a problem (and loss) for online retailers by returning them, it wouldn't happen.

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