Every online order can create returns or unsold items that still need to be dealt with. As purchasing shifts to screens, returns have become commonplace, and someone has to decide what to do with a book that never sold or a laptop that was only opened once. The answer is not always what customers expect. That subject came into focus in June 2021 when ITV News filmed inside Amazon’s fulfilment centre in Dunfermline, Fife. ITV reported that the warehouse was destroying millions of unsold or returned items a year, including smart TVs, laptops and books. Amazon rejected that picture.
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