Consumer Corner
Retailers that make it harder to return stuff face backlash from their customers
Huseyn Abdulla, University of Tennessee
In 2018, L.L. Bean ended its century-old “lifetime” return policy, limiting returns to one year after purchase and requiring receipts. The demise of this popular policy sparked backlash, with several customers filing lawsuits.
It also inspired my team of operations management researchers to study how customers respond when retailers make their return policies more strict. Our key finding: Whether they often or rarely return products they’ve purchased, consumers object – unless those retailers explain why.
I work with a group of researchers examining product return policies and how they affect consumers and retailers.
As we explained in an article published in the Journal of Operations Management, we designed experiments to study whether and why return policy restrictions irk customers. We also wanted to understand what retailers can do to minimize backlash after making it harder for customers to return stuff.
We conducted three experiments in which we presented scenarios to 1,500 U.S. consumers who played the role of loyal customers of a fictional retailer. We examined their reactions to the fictional retailer’s return policy restrictions, such as charging a 15% restocking fee and limiting open-ended return windows to 365, 180 and 30 days.
Participants became less willing to buy anything from the fictional retailer after it restricted its long-standing lenient return policy. They also said they would become less willing to recommend the retailer to others.
This occurred because the customers began to distrust the retailer and its ability to offer a high-quality service. The backlash was stronger when the restriction was more severe. Even those consumers who said they usually don’t return any products often reacted negatively.
When the fictional retailer announced its new, harsher return policy using official communication channels and provided a rationale, there was less backlash. Consumers found the changes more justified if the retailer highlighted increased “return abuse,” in which customers return products they’ve already used, or the high cost of processing returns.
You might presume that making it harder and more costly to return stuff could drive some shoppers away. Our research shows that the concern is valid and explains why. It also shows how communicating return policy changes directly with customers can help prevent or reduce backlash against retailers.
Why it matters
Americans returned products worth an estimated US$890 billion to retailers in 2024. Processing a single item typically costs $21 to $46. Most of this merchandise ends up in landfills.
The rise of e-commerce and other technological changes have contributed to this trend. Another factor is the ease with which consumers may return stuff long after making a purchase and get a full refund.
Many other retailers besides L.L. Bean have done away with their long-standing lenient return policies. Over the past decade, for example, Macy’s, a department store chain, and Kohl’s, a big-box clothing store chain, have shortened the time frames for returns.
Macy’s restricted its open-ended return window to one year in 2016, further winnowed it to 180 days in 2017, then to 90 days in 2019. It then stopped accepting returns after 30 days in 2023. Kohl’s didn’t have any time limit on returns it would accept until 2019. Then it imposed a 180-day limit. Others, such as fast-fashion giants Zara and H&M, now charge their customers fees when they return merchandise.
However, research shows that customers value no-questions-asked return policies and see them as a sign of high-quality service. And when these arrangements become the industry standard, customers can get angry if retailers fail to meet it.
Interestingly, most retailers that restricted their policies didn’t tell customers directly. Instead, they quietly updated the new policies on websites, store displays and receipts. Although not drawing attention to bad news might appear prudent – as most customers wouldn’t notice the changes that way – dozens of threads on Reddit about these changes suggest that this isn’t always true.
What still isn’t known
We focused on restrictions on refunds and how long after a purchase customers could return merchandise. Other restrictions, such as retailers making heavily discounted items ineligible for returns, could also be worth investigating.
The Research Brief is a short take about interesting academic work.
Huseyn Abdulla, Assistant Professor of Supply Chain Management, University of Tennessee
This article is republished from The Conversation under a Creative Commons license. Read the original article.
Welcome to the Consumer Corner section of STM Daily News, your ultimate destination for savvy shopping and informed decision-making! Dive into a treasure trove of insights and reviews covering everything from the hottest toys that spark joy in your little ones to the latest electronic gadgets that simplify your life. Explore our comprehensive guides on stylish home furnishings, discover smart tips for buying a home or enhancing your living space with creative improvement ideas, and get the lowdown on the best cars through our detailed auto reviews. Whether you’re making a major purchase or simply seeking inspiration, the Consumer Corner is here to empower you every step of the way—unlock the keys to becoming a smarter consumer today!
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Sensei introduces a new customer experience with democratic entry, simplified real-time basket checkout, discrepancy detection and streamlining the grocery experience for customers.
NEW YORK /PRNewswire/ — Sensei (https://www.sensei.tech/), a global leader in autonomous retail technology, is proud to announce the official debut of its groundbreaking autonomous supermarket at NRF 2025: Retail’s Big Show, taking place in New York City from January 12-14. Sensei introduces real-time basket technology and an autonomous experience with assisted sales; transforming customer convenience and operational efficiency.
“Sensei’s technology goes beyond eliminating checkout lines – it enhances the entire shopping journey while providing retailers with invaluable real-time data to optimize their operations,” said Vasco Portugal, CEO and Co-Founder of Sensei. “We’re excited to bring this transformative solution to larger scale supermarkets and challenge the retail industry with what’s possible.“
At NRF 2025, Sensei will showcase a live demo of its autonomous store concept at Booth 117 in the FoodService Innovation Zone. Attendees will experience firsthand how Sensei’s technology creates a seamless shopping experience, combining:
- Autonomous Grocery Solutions: Consumers grab items like cereal, milk, or pasta, and their virtual basket updates in real-time.
- Assisted Sales Integration: Retailers can redeploy staff from checkout lines to high-value roles, such as supporting bakery or deli operations.
- Smart Integration: Automated systems like coffee machines can be seamlessly incorporated into the autonomous ecosystem.
Pioneering Retail Innovation
Sensei’s proprietary AI technology combines computer vision, machine learning and sensors to achieve 99% accuracy in tracking consumer interactions with products, a significant improvement over existing autonomous solutions. Shoppers enjoy transparency, as purchases are displayed in real-time, eliminating the friction of scanning and lines.
Exclusive Launch Announcement
Sensei’s presence at NRF coincides with the launch of its 1,200+ square-meter autonomous supermarket in Portugal, in partnership with MC (Sonae Group), the country’s leading grocery retailer. This groundbreaking achievement sets a new benchmark for large-scale autonomous retail environments. Store features include:
- Democratic Entry: No app, card, or registration is required to enter the store. The entry is open as in any regular supermarket.
- Diverse and Comprehensive Assortment: The store offers a range of products similar to a traditional supermarket, including solutions like weighable fruits and vegetables, a fish market with service, and bakery and pastry options sold in bulk.
- Simplified Checkout: Thanks to “real-time basket” technology, customers don’t need to scan products. At checkout, items automatically appear on the screen for confirmation, eliminating the need to remove products from bags or carts.
- Discrepancy Detection: The technology identifies discrepancies between what the customer picked up (e.g., fruits and vegetables) and what was actually weighted, ensuring greater control and accuracy throughout the shopping journey.
This innovative retail environment integrates AI-powered computer vision, shelf sensors, and real-time inventory tracking to provide unparalleled accuracy and convenience for consumers while delivering valuable behavioral insights and operational efficiencies for retailers.
Visit Sensei at NRF 2025
Sensei will host autonomous store demo at its booth (#117) in the FoodService Innovation Zone at NRF 2025. Explore how autonomous solutions can revolutionize grocery stores, convenience stores, and beyond.
About Sensei
Sensei is the leading European provider of autonomous retail technology, a pioneer in the industry, it was the first technology company to open fully autonomous stores in Europe, Latin America and Brazil. Through an advanced infrastructure that combines AI, computer vision, and sensor fusion, Sensei builds experiences that make shopping more intuitive and generate unprecedented store metrics and performance insights for businesses. www.sensei.tech
SOURCE Sensei Tech
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financial wellness
Case Dismissed: How One Arizona Woman Battled and Won Against a Major Debt Collector
Anne Munoz, a retired school bus driver from Arizona, fought and won against a baseless debt lawsuit, demonstrating the power of self-advocacy and inspiring others to challenge predatory debt collection practices.
It’s far too common: debt collectors overwhelming unsuspecting consumers with lawsuits, often for debts they don’t even owe. In the United States alone, millions face this daunting reality every year. Yet, a remarkable story emerged recently from Arizona that serves as a beacon of hope for those ensnared in predatory debt collection practices. This is the story of Anne Munoz, a retired school bus driver who found her voice and fought back.
First reported on 12 News Phoenix, Arizona. Read the article here: https://www.12news.com/article/news/investigations/i-team/debt-collector-filed-more-than-20000-lawsuits-maricopa-county-how-one-woman-fighting-back/75-47323880-62a9-4951-8880-626c027602c3
This story demands attention as we are committed to delivering vital information that empowers individuals who find themselves in the challenging situation of facing predatory debt collectors.
The Unfounded Lawsuit
In September 2024, Anne Munoz received shocking news: she was being sued by Portfolio Recovery Associates, a formidable debt collection agency, for over $2,700 allegedly owed on a computer she purchased in 2011. Upon being served the lawsuit, Munoz felt an instinctive sense that something was amiss. “When you come after me wrongfully, I’m going to make as much noise as possible, and that’s what I’ve done,” she declared. With unwavering resolve, she dived headfirst into researching her case and defending herself against what she knew was a baseless claim.
A Diligent Investigation
Anne may not be a lawyer, but her tenacity and research skills proved invaluable. As she delved deeper, she uncovered a startling detail: another “Anne Munoz” had been sued for the same debt, but this woman lived in Missouri—a state Anne had never even set foot in. “This is not my debt,” she stated firmly, reinforcing her commitment to clearing her name.
Understanding her rights, Munoz filed complaints with the Consumer Financial Protection Bureau, highlighting that Portfolio Recovery Associates was pursuing claims on a debt that was not only too old but also lacking sufficient documentation. Her assertions raised serious questions about the legitimacy of the lawsuit.
A Common Issue
Unfortunately, Anne’s experience is not an isolated incident. Debt collection lawsuits are all too frequent, with estimates ranging from 2.5 to 4.5 million filed against American consumers each year. In Maricopa County alone, Portfolio Recovery Associates has reportedly filed over 20,000 lawsuits since 2022. Alarmingly, a significant percentage of these cases—between 60% and 70%—often end in default judgment simply because consumers don’t respond, whether due to intimidation, confusion, or a host of other reasons.
Lester Bird from the Pew Charitable Trusts shed light on this troubling reality: “When most people aren’t engaging, the courts need to be a backstop for people to ensure that these cases are valid,” he emphasized. The urgency for reform, including better documentation requirements and support for consumers who self-represent, is clear.
Dismissing the Case
On January 15, 2025, Anne Munoz received the news she had fought so hard for—her case was dismissed. Her determination serves as a testament to the power of advocacy and self-research. “I’m not an attorney, but I can read. I can do research, you know?” she reiterated, reminding us that knowledge is power, even if you’re fighting a giant.
A New Mission
But for Anne Munoz, victory is only the beginning. She is committed to helping others who find themselves in similar predicaments. “It’s not just me, there are other people,” Munoz shared, reflecting on the broader implications of her battle. Her story encapsulates the importance of fighting back against predatory practices and supporting those who may not have the resources or knowledge to do so.
Conclusion
Anne Munoz’s story is a powerful reminder that one person’s voice can resonate and effect change. It shines a light on the vulnerability many face when dealing with aggressive debt collection practices, and it encourages others to stand their ground when faced with unjust claims. If you or someone you know is embroiled in a debt-related legal battle, remember Anne’s journey—and know that you have the power to fight back.
In a world where debt collectors often win by default, let’s amplify voices like Anne’s and work toward a fairer system where justice isn’t solely reliant on the consumer’s response. It’s time to demand accountability, transparency, and integrity from debt collectors, and to lend a helping hand to those in need.
Read the story on 12 NEWS
Source: 12 News Phoenix
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- Customers in the U.S. can buy new Hyundai vehicles directly on Amazon Autos and schedule pickup through participating dealers
- Hyundai is the first and currently only brand available on Amazon Autos
- National program launch kicks off with all-new marketing campaign highlighting the convenience of “Add to Cart”
FOUNTAIN VALLEY, Calif. /PRNewswire/ — Car buyers around the U.S. can browse, order and finance any new Hyundai vehicle through a participating Hyundai dealer directly on Amazon Autos, and schedule a pickup from the dealer. Amazon’s online vehicle sales experience is available nationally in 54 markets, representing 71 percent of Hyundai’s sales volume.1 This creates another way for Hyundai dealers to build awareness of their inventory and offer more convenience to their customers. Additional dealer participation, markets and functionalities will continue to roll out throughout the year.
“At Hyundai, we put the customer at the center of everything we do, and we are always looking for ways to improve the vehicle purchasing experience,” said José Muñoz, President and CEO, Hyundai Motor Company. “We’re thrilled to be the first brand enabling our dealers to sell vehicles through Amazon Autos. This collaboration allows customers to conveniently discover, learn about, and purchase their preferred Hyundai model from their local dealer through one of the world’s most trusted shopping experiences. It represents the future of automotive retail and our commitment to redefining how cars are marketed and purchased.”
National Marketing Campaign
To support the launch, Hyundai is announcing an extensive marketing campaign that includes integrated partnerships, TV and digital video advertising, social extensions and more. All-new ads highlighting the joy and simplicity of “Add to Cart” begin airing across television, social and digital channels today.
The ad, set in an Amazon fulfillment center, showcases iconic toys and merchandise typically ordered from Amazon, culminating in the reveal of the 2025 Hyundai Santa Fe from an Amazon shipping box. The creative then fades into showing how seamless it is to add the Santa Fe to an Amazon Cart on your phone via Amazon Autos.
The content will air nationally, including during upcoming professional football and basketball games, and on Amazon Prime Video properties. Beyond video, Hyundai is diversifying the channel mix to demonstrate the ease of purchase on Amazon through out-of-home (OOH), audio, website content, paid search and media partnership integrations.
Furthermore, Hyundai is also spotlighting key consumer benefits such as ease and convenience in a mini-campaign series titled “In the Time it Takes”, which will run on digital and social channels beginning in mid-January through March. The creative highlights various scenarios in life that should be simple but take longer than expected (i.e. finding the remote or teaching your parent the newest slang term) and then shows how purchasing a Hyundai vehicle on Amazon Autos is even easier than these tasks and could have been completed in this time.
The integrated program was developed in collaboration with Hyundai’s creative agency of record, INNOCEAN USA, while its media agency, Canvas, coordinated the media buys.
Amazon Autos Vehicle Purchase Experience
The following Amazon Autos information is from About Amazon.
With Amazon Autos, customers have a simple, end-to-end online experience to purchase their next Hyundai vehicle, allowing them to:
- Browse and search for available vehicles at their local dealer by make, model, trim, color, and features
- Get an instant valuation and trade-in their existing vehicle toward the price of the new car
- Select their preferred car
- Secure financing or pay in full
- Complete the checkout process online with their chosen payment option
- Schedule a pick-up time at the dealership
All of this is done within the convenient Amazon experience that customers know and trust, providing a streamlined and transparent car buying process from search to purchase.
Convenient, streamlined experience
With Amazon Autos, customers can search available vehicles from local participating dealers by model, trim, color, features and more—all in one place. Once they select a vehicle, they can secure financing, e-sign paperwork, and complete their order in a matter of clicks.
After finalizing their payment information, customers will select a day and time to pick up their new car at the local participating dealership.
Transparent, haggle-free pricing
Amazon Autos provides transparent, all-inclusive pricing set by the dealer, eliminating the need for negotiation. The price customers see at check-out is the price they pay, inclusive of all taxes and fees.
Seamless vehicle trade-ins
Customers can get a firm trade-in value for their current vehicle by answering a set of questions about the vehicle’s condition and uploading images of their car. The value, which is provided by an independent third-party, can then be applied towards purchasing their new car through Amazon Autos – streamlining the upgrade process within the familiar Amazon shopping experience. At the dealership, customers complete the process by dropping off their trade-in when picking up their new vehicle.
Trusted Amazon shopping experience customers know and love
Vehicle shopping and purchases happen directly within the Amazon store with familiar features like customer reviews, seller (dealership) reviews, add to cart, and the simplicity of the Amazon checkout process.
“At Fred Beans Automotive Group, we take pride in making sure each customer vehicle delivery is a special occasion, in fact we refer to them as events,” said Beth Gilbert Beans, vice president of Fred Beans Automotive Group, which owns five Hyundai dealerships in Pennsylvania and New Jersey. “The decision to buy a car is significant, and no matter how many years I’ve been in this business, the thrill of handing over a set of car keys never fades. We’re excited to continue providing that feeling through this new sales channel and connecting with the millions of shoppers on Amazon through this new, convenient experience.”
More Hyundai dealers will continue to be added to Amazon Autos. Functionality like leasing and expanded financing options will continue to roll out early this year.
Visit Amazon.com/Autos and HyundaiUSA.com/Amazon to learn more.
Hyundai Motor America
Hyundai Motor America offers U.S. consumers a technology-rich lineup of cars, SUVs, and electrified vehicles, while supporting Hyundai Motor Company’s Progress for Humanity vision. Hyundai has significant operations in the U.S., including its North American headquarters in California, the Hyundai Motor Manufacturing Alabama assembly plant, the all-new Hyundai Motor Group Metaplant America, and several cutting-edge R&D facilities. These operations, combined with those of Hyundai’s 835 independent dealers, contribute $20.1 billion annually and 190,000 jobs to the U.S. economy, according to a recent economic impact report. For more information, visit www.hyundainews.com.
Hyundai Motor America on Twitter | YouTube | Facebook | Instagram | LinkedIn | TikTok
1 Amazon Autos is available at select Hyundai dealers in Atlanta, Austin, Baltimore, Beaumont-Port Arthur, Birmingham, Boston, Champaign/Springfield, Charleston, Charlotte, Chicago, Cincinnati, Cleveland, Columbia, Columbus, Dallas, Dayton, Denver, Detroit, El Paso, Fond Du Lac, Ft. Myers/Naples, Harrisburg-York, PA, Harrisonburg, Hartford, Houston, Indianapolis, Jacksonville, Las Vegas, Los Angeles, Louisville, Miami, Milwaukee, Minneapolis St., Nashville, New York, Orlando, Philadelphia, Phoenix, Pittsburgh, Portland, Providence, Raleigh-Durham, Salt Lake City, San Antonio, San Diego, San Francisco, Seattle, Sheboygan, Springfield, MA, St. Louis, Tampa, Traverse City, MI, W. Palm Beach, Washington, D.C.
SOURCE Hyundai Motor America
Welcome to the Consumer Corner section of STM Daily News, your ultimate destination for savvy shopping and informed decision-making! Dive into a treasure trove of insights and reviews covering everything from the hottest toys that spark joy in your little ones to the latest electronic gadgets that simplify your life. Explore our comprehensive guides on stylish home furnishings, discover smart tips for buying a home or enhancing your living space with creative improvement ideas, and get the lowdown on the best cars through our detailed auto reviews. Whether you’re making a major purchase or simply seeking inspiration, the Consumer Corner is here to empower you every step of the way—unlock the keys to becoming a smarter consumer today!
https://stmdailynews.com/category/consumer-corner
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