By Lauren Hemphill

    For years, I’ve used Amazon. As a high schooler, I bought my school supplies, purchased items I couldn’t find in stores, and, as I grew, I ordered groceries and house supplies when I couldn’t get out. During the pandemic, Amazon and similar retailers have been instrumental in helping a lot of us stay inside and keep from getting sick, and they’ve always been a great help in purchasing less common items for those of us who live in small towns but like to cook Asian cuisine. 

    Of course, none of this is to say that Amazon has not come with its fair share of problems. From labor violations, to tax evasion, and more, there is one large issue that faces many small businesses when we use their services. While perhaps not as extreme as not allowing workers to take bathroom breaks during their shifts, and ignoring a dead person in their own warehouse, Amazon’s return policy actively encourages users to harm and destroy small businesses. In the worst case scenario, Amazon is quickening the end of many startups and family-owned companies. 

    What is the Amazon return policy that I’m speaking about? It’s that little thing you can use when accidentally purchased the wrong item. When you go to return it, you’re given a few reasons to select: No Longer Needed, Wrong Item Sent, Inaccurate Website Description, etc. Of course, you’re told that certain selections such as “Wrong Item Sent,” “Inaccurate Website Description,” and “Item Defective” mean that you won’t have to pay shipping back to the company. You’ll save a few bucks and a trip to the post office. What person wouldn’t want that?

    Unfortunately, if these selections are chosen even when the fault rests on you, the buyer, you are actively harming the seller’s rankings and visibility on the Amazon market. Say you purchased a pillow from Amazon and selected the wrong size on accident. You get it, you realize you picked the wrong size, and you want to return it. But you choose that the wrong item was sent instead of “No Longer Needed” or “Wrong Item Purchased.” Now the company you’re buying from is harmed, forced to pay the return postage, and burdened with a less visible product because of the issue you chose to select. If enough people do this, the item as a whole will be de-listed from the Amazon marketplace, and the company will need to take long steps in order to get it back online.

    I am, of course, speaking from experience. While some small businesses might not have an issue dealing with Amazon customer service, during the time I’ve worked for the small business I’m part of, I’ve had the dishonor of dealing with them multiple times. They loop you around, ignore you, send you automated message after automated message, none of which tends to be helpful. All the while, your listing is down, and you aren’t making money. Just because a few dozen people bought the wrong thing by accident, and didn’t want to pay return postage. 

    Amazon has started another nefarious act against small businesses. While they claimed it is for a better customer experience, they failed to realize what harm this would cause sellers. Returns are now automatically approved, completely eliminating the chance for us, small business employees, to discuss the issue with the buyer. Now, we’re unable to talk to the customer, offer exchanges or solutions, and get returns settled that way. We are simply charged the return fee and forced to watch as our rankings drop.

    All this is to say, of course, to be honest with your reason for a return. I am more grateful to those buyers who select the proper reasons for a return, and am more eager to help them than those who have been dishonest with Amazon and with me. Additionally, those who reach out via the Amazon messaging system or email me directly as the customer service lead in my business tend to have more options for their returns. I am more able to work with them and get a solution that’ll help them out that won’t damage the small business I work for, and leaves them either with a refund, an exchange, or a fix for whatever problem they were experiencing. They end up happier, and so do we.

    None of this is to say that selecting “Defective Product” isn’t a viable reason. If the item purchased was defective, then by all means, select that. But be certain it wasn’t your mistake before choosing it, as your miss-click can be all it takes to destroy a revenue stream for a small business just trying to get by. 

    Additionally, many small businesses have their own websites where they offer cheaper prices or free shipping. If Amazon’s policies and the way they treat their employees is troubling to you, I would suggest trying to purchase from the small businesses directly.