Goodbye Walmart and Amazon returns as we know them: you get your money back without asking for the item?

Have you ever bought something online that for some reason needed to be returned? Sometimes, paying double in high postage costs just to return an item means it just isn’t worth the hassle.

For that reason, a number of retailers offer a “refunds without returns” policy, which basically means you get to keep the item you bought instead of having to post it back.

There a number of situations where you can get a full refund without actually returning the item - a little-known policy that can save you the time it takes to repackage the item, take it to the post office - not to mention the money and hassle you save.

Walmart and Amazon both offer “refunds without returns”. Amazon introduced the policy last August through a program, called the “FBA Non-Return Solution.” The policy applies to non-hazardous goods, items that are lightweight and not oversized, as well as products with an average selling price of $75 or less. Items including dangerous goods, heavy and bulky products, and those with an average sales price greater than $75 are not eligible.

Walmart quickly followed and now offer their own returnless refunds depending on certain similar conditions.

Why are retailers offering returnless refunds?

So why are chains such as Amazon, Walmart, Target, Overstock, and Chewy allowing returnless refunds? In part it’s because some items are just too costly to send back by post and by letting customers keep their items and give them a refund too, they are basically instilling trust and goodwill, in the hope that satisfied shoppers will remain loyal and return. A study found that 73% of shoppers say a positive return experience made them more likely to buy from that retailer again - without having to invest in expensive advertising campaigns.

“It’s all about reducing friction and making the return process as painless as possible for customers,” Dr. Lisa Smith, professor of consumer psychology at the University of Arizona explained. “By offering refunds without returns in some cases, Amazon is signaling that they trust their customers and prioritize their satisfaction above all else.”

Returnless refund encourages fraud

But not everyone is happy with the returnless refund plan. Some argue that it is encouraging fraud - some people will take advantage of it, placing orders which they are deliberately planning to request a refund for in order to get something for free. Amazon say that to combat this, anyone putting in several refund requests over a short period of time will be flagged and their submission turned down.

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