Amazon makes it easier to return large and heavy goods
Good for customers, more expensive for retailers at first: Bulky goods must also be collected by Marketplace sellers as returns after ordering from Amazon.
(Image: Daniel AJ Sokolov)
On October 30, Amazon is changing the conditions for retailers in some European countries, according to which they must process returns of bulky goods. For goods that were sold via the German, French, Italian and Spanish stores and weigh over 31.5 kilograms or measure 175 centimetres or more including packaging on the longest side, the seller must offer collection. This obligation, which also applies to Marketplace providers, did not previously exist.
Retailers not only have to offer buyers a collection at their front door – and not just "from kerbside" as is often the case with bulky goods – but also a return label. However, they can also suggest to their customers that they accept a "partial refund or replacement delivery". If a buyer accepts this, the seller must enable shipment tracking for the replacement. In its notification to retailers, Amazon immediately points out that they should check their contracts with shipping service providers for the new collection obligation.
Regarding the objective of the changes, Amazon only writes that it wants to offer customers a "consistent return experience" because the obligation to collect goods already applies to smaller goods sold with "Shipping by Amazon" and "Seller Flex". The latter is a program that allows retailers to sell bulky goods directly from their warehouse. Previously, this was possible from a weight of 23 kilograms.
Videos by heise
More pressure on retail stores
However, Amazon's actual motivation is likely to be different, namely to provide even more competition for bricks-and-mortar retailers. For household appliances such as washing machines in particular, many retailers also offer delivery, take-back of old appliances and installation for a small surcharge. Larger televisions or gaming PCs can also quickly exceed the previous weight limit for collection from Amazon sellers.
For the latter appliances or furniture, for example, partial replacement delivery or reimbursement may also be available if only individual components were damaged during shipping. In this case, it is cheaper for the seller and more convenient for the buyer not to have to return the entire package. As retailers will pass on the new return conditions to their prices for goods and shipping, you should pay particular attention to the conditions when comparing prices in the future.
(nie)
