Amazon is issuing overdue refunds to customers for unresolved returns dating back to 2018, as revealed by a recent internal review. The company acknowledged shortcomings in their communication about these returns. CFO Brian Olsavsky indicated that this would impact their financials with a one-time charge of $1.1 billion. While customers have reported receiving refunds, some without clear explanations, Amazon is also facing a potential class action lawsuit regarding its refund practices. The situation raises questions about customer service accountability and operational transparency.
Amazon stated, "Following a recent internal review, we identified a very small subset of returns that were unresolved because we could not verify that the correct item had been sent back to us."
CFO Brian Olsavsky confirmed a one-time charge of $1.1 billion attributable to 'some historical customer returns,' indicating significant financial implications.
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