“Just keep it” refunds are now common in the United States, where the annual retail value of wrong-sized or unwanted goods is almost $US1 trillion.
Already a subscriber?Once again, my vanity had got the better of me. A pair of “slim fit” beige corduroys ordered from Target, it transpired, could not be fastened without the help of a mechanical winch.
But retailers – deluged by returns that have only increased since COVID-19 precipitated an ecommerce boom – have kept quiet about the scheme. Target, for example, makes no mention of “returnless refunds” on its site. It is selective, however. It turns out I am among those chosen by an increasingly sophisticated algorithm that weeds out serial returners and scammers from loyal customers merely unable to accurately measure their waistlines. Behind the policy is “a formula of everything you buy and the projected net profit that the retailer is going to make, or gross margin, on that particular customer”, Shamiss says. “If you’re trusted, you’re going to get to keep your item 75 per cent of the time.
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