Or it doesn't work correctly. After a few bits of purchase information are entered, the site displays the product information. The customer then enters a reason for making the return, which prompts the system to generate a return authorization and a UPS shipping label with a bar code the customer can print out. It takes about four minutes. After the customer attaches the label to the merchandise, she can take it to any UPS drop box, or to a shipping center or just hand it to a driver if she happens to see one.
Instant tracking allows refunds or credits to begin almost immediately.
A few days later, the process is complete. The company knows what's coming back, when and why. Rather than open a box and look for a note from the customer, all employees have to do is scan the label. Wright said the service allows the company to put more energy and manpower into the fulfillment process, which has been a nagging problem for online retailers. The UPS service is also capable of figuring out if the merchandise should go directly to the merchant or, in the case of product defects or damages, to the company that made the product.