When Amazon.com began testing lockers in retail stores, it was billed as a secure means for customers to receive orders that for whatever reason could not be left at their homes or workplaces. Now, Amazon is making it easier for these very same customers to return unwanted purchases by using its lockers, as well.
To return an item, customers go to Amazon's return center. If the product they bought is eligible for return, Amazon sends a drop-off code via email. The customer then simply enters the code on the touch-screen and follows the instructions to place the item for return in a locker.
By accounts, the locker service has worked out well for the e-commerce giant even though not all of its partners have felt the same (RadioShack and Staples removed lockers from their store). According to The Wall Street Journal, Amazon has continued to expand its service even though Google will close its similar service which is offered through BufferBox.
Will lockers become more or less important as a customer service and order delivery vehicle in the years ahead?