Amazon is installing return kiosks at Goodwill stores across the Seattle area, providing customers with additional convenient locations to drop off packages without needing to repackage items or pay return shipping fees.
The expansion represents the latest development in Amazon’s strategy to extend its return network beyond the Seattle technology giant’s own brick-and-mortar locations including Whole Foods, Amazon Fresh, and Amazon Go stores.
The Amazon kiosks will be available at all Evergreen Goodwill of Northwest Washington stores, totalling 21 locations across five counties. Some are already operational, with the remainder expected to be active by the end of the month.
Goodwill appeared as a return option earlier this week when attempting to return an item on Amazon.com, prompting a test of a kiosk inside the Goodwill store in Redmond, Washington.
A sign at the entrance notifies customers of the new drop-off option, though the next steps were not immediately obvious. After heading toward the cashiers, the kiosk was visible adjacent to the registers and across from a display of holiday items for sale.
The experience is familiar for those who have used Amazon’s self-serve kiosks: scan a QR code sent by Amazon, wrap the product in a provided plastic bag (a shipping box is not needed), attach the printed label, open the hatch, and drop the item in the bin. There is no cost to customers.
One distinctive aspect: a 20% discount coupon appeared on the screen after completing the return. The kiosk also asked two questions: “Are you normally a Goodwill shopper?” and “Are you making a purchase today?” with multiple choice spending options.
Equipped with the coupon, browsing the store revealed some Microsoft-branded shirts, unsurprising given the store’s proximity to the company’s Redmond headquarters campus.
Amazon has established similar partnerships with third-party retailers for several years, including Kohl’s and Staples, providing customers with more locations to return items without packaging them. The strategy helps Amazon reduce return-processing costs whilst expanding its physical presence without acquiring new real estate.
“We continue to improve our seamless returns experience and offer more convenient drop-off locations,” Amazon stated.
For partners, the kiosks help increase foot traffic.
“When customers visit our stores to return packages, they also have the chance to donate or shop,” stated Alyssa Grigg, senior director of marketing and communications for Evergreen Goodwill. She added that the partnership is particularly useful for customers in more rural areas who may have fewer return options.
Amazon indicates four out of five customers in the US have a return drop-off point within five miles of their home. The company offers free returns on most items delivered in the US.
Online retailers continue to address the rising costs of returns. The average return rate for online purchases was 16.9% in 2024, according to a report from the National Retail Federation and Happy Returns. Total returns were projected to reach $890 billion in 2024. Some companies have started charging small fees for returns.
The partnership between Amazon and Evergreen Goodwill represents a strategic alignment of interests where Amazon gains convenient return locations reducing its processing costs and real estate needs, whilst Goodwill benefits from increased customer traffic that may convert to donations or purchases, creating a mutually beneficial relationship that also serves consumers seeking accessible return options.
