Ever wonder what happens to the stuff you bought online and then returned? For The Atlantic, Amanda Mull followed the trail of unloved goods to find out.
Michael is one of dozens of material handlers—the official job title—at the Inmar Intelligence returns-processing center in Breinigsville, Pennsylvania. Inmar is a returns liquidator, which means that popular clothing brands and all kinds of other retailers contract with the company to figure out what to do with the stuff that customers end up not wanting. Much of that process involves complex machinery and data analysis, but the more than 40 million returned products that the facility sifts through annually still must pass in front of human eyes. Material handlers are charged with determining a return’s ultimate fate—whether it goes back to the retailer to be sold anew, gets destroyed, or something in between.
Beyond the behemoths—Amazon, Walmart—very few retailers undertake the messy, fiddly work of evaluating the deluge of products themselves. Instead, the prepaid shipping labels you print out guide most of your returns to third-party facilities like Inmar, where they’re stacked six feet tall in palletized bins known as gaylords, along with thousands of other retaped cardboard boxes and poly mailers, all waiting to be ripped open, eyeballed, and searched by hand.
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