Customers who may have purchased the wrong size on Amazon now have an easy way to return items.
Kohl’s announced April 23 that in a partnership with Amazon, the company will be accepting “free, convenient, unpackaged Amazon returns” for customers starting in July.
The companies began the partnership in 2017 to pilot the return program in 100 stores located in Los Angeles, Milwaukee and Chicago areas. The companies plan to begin the program within 1,150 stores in 48 states. Customers can bring in eligible Amazon return items to Kohl’s stores with no box or label. There is no charge for the service.
We are thrilled to bring Amazon Returns at Kohl’s to all of our stores across the country,” said Michelle Gass, Kohl’s chief executive officer. “Amazon and Kohl’s have a shared passion in providing outstanding customer service, and this unique partnership combines Kohl’s strong nationwide store footprint and omnichannel capabilities with Amazon’s reach and customer loyalty. This new service is another example of how Kohl’s is delivering innovation to drive traffic to our stores and bring more relevance to our customers.”
Kohl’s announced last month that it will also begin to sell Amazon products in more than 200 stores. It currently sells Echo Dots, Fire Tablets and other smart devices.
Retail Dive reported that returns pressure online sellers like Amazon, although the company is set to dominate more than half of the U.S. e-commerce market in the coming years.
“And returns are expensive in a number of ways: complicating fulfillment and delivery, adding to costs and subtracting from sales, along with being detrimental to the environment,” Retail Dive reported. “Retail analyst Natalie Berg, founder at NBK Retail, told Retail Dive last year that she thought more retailers would have made progress by now, and calls the problem of returns ‘a ticking time bomb’ for this year.”
Retail Dive said research from Klarna, a Stockholm-based payments company, found that 82 percent of shoppers believe that returns are a routine part of shopping, and 84 percent of shoppers are more likely to buy from a store that offers free returns.
Before bringing an item into a Kohl’s store, check Amazon’s Return Center online to be sure it’s eligible for return.
According to the Motley Fool, just as Amazon and Kohl’s announced its partnership, Kohl’s shares shot up 9 percent Tuesday morning.
“However, what investors should consider is that the program is an innovative way to drive traffic to Kohl’s stores,” The Motley Fool reported. “We’ll have to wait and see if the additional foot traffic can draw out incremental sales dollars and value from consumers that might not be in the store otherwise, but the new system at least gives the retailer an opportunity for such growth with little downside.”
Sources: Motley Fool, Retail Dive