Returns on Amazon are free and easy for shoppers, but they’re risky and expensive for the small businesses that sell a majority of the goods on the world’s biggest e-commerce site. Returns have driven some sellers to exit the popular Fulfillment by Amazon program, while others told CNBC they’d like to leave the platform altogether.
At the heart of the problem is a big rise in returns fraud, which has led to customers mistakenly receiving used products when they ordered something new. In two particularly egregious examples involving baby products described to CNBC, Amazon sent customers used diapers and a chiller with someone else’s rotten breastmilk inside.
“I really don’t think that consumers understand how many small businesses are on Amazon and how their return habits affect small businesses and families like mine,” said Rachelle Baron, owner of Beau and Belle Littles, which sells reusable swim diapers on Amazon.
Baron said her business tanked after a return incident with Amazon. The e-commerce platform shipped soiled swim diapers to customers after the used baby products had been returned to Amazon, Baron said.
“There was actually two diapers that were sent out that were poopy,” she said.
In 2024, nearly 14% of all U.S. retailreturns were fraudulent, up from 5% in 2018, according to a report by the National Retail Federation. In total, the report found that returns cost retailers $890 billion in 2024.
Amazon started charging sellers in its fulfillment program (FBA) a new fee in June 2024 for items that exceed certain return rate thresholds. Sellers who sign up for FBA rely on Amazon for logistics, including shipping, packing and returns.
In September, a couple months after the fee went into effect, e-commerce group Helium 10 saw return rates for U.S. Amazon sellers drop nearly 5%.
“It’s forcing the seller to have higher quality listings and higher quality products,” said Helium 10 General Manager Zoe Lu.
Amazon has alsostarted adding a warning label to some “frequently returned items,” which could be contributing to the dip.
Rising prices
However, the new fee may also be leading to rising prices.
One survey by e-commerce analysis company SmartScout found that 65% of sellers said they raised prices in 2024 directly because of Amazon fee changes. Other sellers told CNBC returns fraud is the reason they’ve raised prices.
In total, CNBC talked to seven Amazon sellers to find out how they’re handling the rising cost of returns.
“We’re running at about just over 1% net profit on Amazon, totally due to fraud and return abuse,” said Lorie Corlett, who sells Sterling Spectrum protective cases for hot wheels. She said her return rate is 4% on Amazon and only 1% on other marketplaces like Walmart. “It’s really Amazon that’s accountable at the end of the day. People would stop doing it if Amazon held them accountable.”
Amazon told CNBC it has no tolerance for fraudulent returns and that it takes action against some scammers. Those measures include denying refunds and requiring customer identity verification.
Mike Jelliff sells professional music gear through his GeekStands brand on Amazon and eight other marketplaces. He said his return rate on Amazon is three times higher than the average he sees elsewhere.
“On eBay, we’re allowed to block specific customers out,” Jelliff said. “But on Amazon, that customer is still allowed to repurchase from us.”
Jelliff showed CNBC the system of about 40 cameras he’s installed in his Tyler, Texas, warehouse to track every outgoing item, incoming return and unboxing. He uses the images when filing appeals with Amazon, including when customers request refunds claiming they never receive an item. He keeps a blacklist of repeat offenders who commit this kind of fraud and those who return used and damaged items, which become a total loss for him.
Amazon has made some improvements to its returns process, said Jelliff, who doesn’t rely on FBA. This includes Amazon allowing small businesses to make multiple appeals when fighting a fraudulent return. Amazon has also let Jelliff opt-out of automatic return labels for items above $100 starting in 2023, and his return rate has been dropping since.
Mike Jelliff at his GeekStands warehouse in Tyler, Texas, on June 6, 2025. Jelliff sees three times more returns of his professional music gear on Amazon, compared to the average on other marketplaces like eBay and Walmart.
Jacob Schatz
Why returns are destroyed
Figuring out which returns are fraudulent and which are ready for re-sale is labor-intensive and item specific, experts said. That creates plenty of room for error.
“Because it’s such a large operation, things are missed,” said Lu of Helium 10. “I think they’re probably missed on the margins, but these stories are very impactful because it is such a reckoning for the brand.”
Ceres Chill founder Lisa Myers, who once relied on Amazon to handle returns for her business as part of FBA, has one of these stories.
In 2023, Amazon sent one of Ceres Chill’s products to a customer with someone else’s rotten breastmilk inside, said Myers, adding that the customer wrote a review saying, “she will never forget that smell.”
“To have something, and I don’t mean to be dramatic, but dangerous, somebody else’s bodily fluids in your kitchen rotting in something that you had intended to use for your child is unacceptable,” Myers said. “That’s the moment I broke down crying and just sat down and thought, I have no idea how this could have happened.”
Myers said she left FBA after the incident, leaving behind benefits like having her products labeled with Amazon’s Prime badge.
“It hurts our business to not participate in Fulfilled by Amazon,” Myers said.“It’s just we’re not willing to, we will never put profit over the safety and, frankly, mental health of our customers.”
Instead, Myers outsources all her returns to baby resell specialist Goodbuy Gear, which is on track to re-sell 200,000 returned baby products this year.
Re-selling responsibly
Kristin Langenfeld started GoodBuy Gear when she was a new mom struggling to find a good quality, used jogging stroller.
“We’ve spent the last nine years building out a database that has all of the products and the variations, the common issues, the recalls,” Langenfeld said. “For some of these, there’s 40 points that we inspect on the item itself, and it’s really complicated.”
Langenfeld showed CNBC the process at her warehouse in Malvern, Pennsylvania, where each item is inspected for about 15 minutes and is typically handled by at least four employees. The resource intensive process is paying off. She says 33 new sellers signed up in 2024, three times more than the previous year. And with business growing 50% year-over-year, she’s upgrading to a bigger warehouse in Columbus, Ohio.
She was inspired to handle returns after visiting a major retailer’s returns warehouse five years ago.
“Taped on the floor were signs that said ‘incinerate,’ ‘destroy,'” she said.
Returns generated an estimated 29 million metric tons of carbon emissions in 2024, and 9.8 billion pounds of returns ended up in landfills, according to reverse logistics software provider Optoro.
Amazon has faced criticism for destroying millions of pounds of unused products. In 2022, Amazon told CNBC it was “working towards a goal of zero product disposal,” but wouldn’t give a timeline for that ambition. Three years later, that goal is still in the works, with Amazon telling CNBC in a statement, “The vast majority of returns are resold as new or used, returned to selling partners, liquidated, or donated.”
In 2020, Amazon added two new options for sellers to re-home returns. “Grade and Resell” allows all U.S. FBA sellers to have Amazon rate the return and mark it as “used” before re-selling it. FBA Liquidation allows sellers to recoup some losses by offloading palettes of goods for re-sale on the secondary market through liquidation partners like Liquidity Services.
There’s also an FBA Donations program that’s been around since 2019, allowing sellers to automatically offer eligible overstock and returns to charity groups through the non-profit Good360. Amazon told CNBC these seller programs give a second life to more than 300 million items a year.
For shoppers wanting to keep returns from incineration or landfills, Amazon also has options.
Amazon Resale has used and open-box goods, Amazon Renewed sells refurbished items and Amazon Outlet sells overstock. Daily deal site Woot!, bought by Amazon for $110 million in 2010, also sells scratched and dented items. Customers can also trade in certain electronics, like Amazon devices, phones and tablets, for Amazon gift cards or send them to the company’s certified recycler.
“I hope the change that we’re able to make as a country is that we stop making crap,” Langenfeld said. “We should make high quality products that are meant for resale.”
Elon Musk on Monday said he does not support a merger between xAI and Tesla, as questions swirl over the future relationship of the electric automaker and artificial intelligence company.
X account @BullStreetBets_ posted an open question to Tesla investors on the social media site asking if they support a merger between Tesla and xAI. Musk responded with “No.”
The statement comes as the tech billionaire contemplates the future relationship between his multiple businesses.
Overnight, Musk suggested that Tesla will hold a shareholder vote at an unspecified time on whether the automaker should invest in xAI, the billionaire’s company that develops the controversial Grok AI chatbot.
Last year, Musk asked his followers in an poll on social media platform X whether Tesla should invest $5 billion into xAI. The majority voted “yes” at the time.
Musk has looked to bring his various businesses closer together. In March, Musk merged xAI and X together in a deal that valued the artificial intelligence company at $80 billion and the social media company at $33 billion.
Musk also said last week that xAI’s chatbot Grok will be available in Tesla vehicles. The chatbot has come under criticism recently, after praising Adolf Hitler and posting a barrage of antisemitic comments.
— CNBC’s Samantha Subin contributed to this report.
Coincidentally, OpenAI CEO Sam Altman announced early Saturday that there would be an indefinite delay of its first open-source model yet again due to safety concerns. OpenAI did not immediately respond to a CNBC request for comment on Kimi K2.
In its release announcement on social media platforms X and GitHub, Moonshot claimed Kimi K2 surpassed Claude Opus 4 on two benchmarks, and had better overall performance than OpenAI’s coding-focused GPT-4.1 model, based on several industry metrics.
“No doubt [Kimi K2 is] a globally competitive model, and it’s open sourced,” Wei Sun, principal analyst in artificial intelligence at Counterpoint, said in an email Monday.
Cheaper option
“On top of that, it has lower token costs, making it attractive for large-scale or budget-sensitive deployments,” she said.
The new K2 model is available via Kimi’s app and browser interface for free unlike ChatGPT or Claude, which charge monthly subscriptions for their latest AI models.
Kimi is also only charging 15 cents for every 1 million input tokens, and $2.50 per 1 million output tokens, according to its website. Tokens are a way of measuring data for AI model processing.
In contrast, Claude Opus 4 charges 100 times more for input — $15 per million tokens — and 30 times more for output — $75 per million tokens. Meanwhile, for every one million tokens, GPT-4.1 charges $2 for input and $8 for output.
Moonshot AI said on GitHub that developers can use K2 however they wish, with the only requirement that they display “Kimi K2” on the user interface if the commercial product or service has more than 100 million monthly active users, or makes the equivalent of $20 million in monthly revenue.
Hot AI market
Initial reviews of K2 on both English and Chinese social media have largely been positive, although there are some reports of hallucinations, a prevalent issue in generative AI, in which the models make up information.
Still, K2 is “the first model I feel comfortable using in production since Claude 3.5 Sonnet,” Pietro Schirano, founder of startup MagicPath that offers AI tools for design, said in a post on X.
Moonshot has open sourced some of its prior AI models. The company’s chatbot surged in popularity early last year as China’s alternative to ChatGPT, which isn’t officially available in the country. But similar chatbots from ByteDance and Tencent have since crowded the market, while tech giant Baidu has revamped its core search engine with AI tools.
Kimi’s latest AI release comes as investors eye Chinese alternatives to U.S. tech in the global AI competition.
Still, despite the excitement about DeepSeek, the privately-held company has yet to announce a major upgrade to its R1 and V3 model. Meanwhile, Manus AI, a Chinese startup that emerged earlier this year as another DeepSeek-type upstart, has relocated its headquarters to Singapore.
Over in the U.S., OpenAI also has yet to reveal GPT-5.
Work on GPT-5 may be taking up engineering resources, preventing OpenAI from progressing on its open-source model, Counterpoint’s Sun said, adding that it’s challenging to release a powerful open-source model without undermining the competitive advantage of a proprietary model.
“Kimi-Researcher represents a paradigm shift in agentic AI,” said Winston Ma, adjunct professor at NYU School of Law. He was referring to AI’s capability of simultaneously making several decisions on its own to complete a complex task.
“Instead of merely generating fluent responses, it demonstrates autonomous reasoning at an expert level — the kind of complex cognitive work previously missing from LLMs,” Ma said. He is also author of “The Digital War: How China’s Tech Power Shapes the Future of AI, Blockchain and Cyberspace.”
Co-founder and chief executive officer of Nvidia Corp., Jensen Huang attends the 9th edition of the VivaTech trade show in Paris on June 11, 2025.
Chesnot | Getty Images Entertainment | Getty Images
Nvidia CEO Jensen Huang has downplayed U.S. fears that his firm’s chips will aid the Chinese military, days ahead of another trip to the country as he attempts to walk a tightrope between Washington and Beijing.
In an interview with CNN aired Sunday, Huang said “we don’t have to worry about” China’s military using U.S.-made technology because “they simply can’t rely on it.”
“It could be limited at any time; not to mention, there’s plenty of computing capacity in China already,” Huang said. “They don’t need Nvidia’s chips, certainly, or American tech stacks in order to build their military,” he added.
The comments were made in reference to years of bipartisan U.S. policy that placed restrictions on semiconductor companies, prohibiting them from selling their most advanced artificial intelligence chips to clients in China.
Huang also repeated past criticisms of the policies, arguing that the tactic of export controls has been counterproductive to the ultimate goal of U.S. tech leadership.
“We want the American tech stack to be the global standard … in order for us to do that, we have to be in search of all the AI developers in the world,” Huang said, adding that half of the world’s AI developers are in China.
That means for America to be an AI leader, U.S. technology has to be available to all markets, including China, he added.
Washington’s latest restrictions on Nvidia’s sales to China were implemented in April and are expected to result in billions in losses for the company. In May, Huang said chip restrictions had already cut Nvidia’s China market share nearly in half.
Last week, the Nvidia CEO met with U.S. President Donald Trump, and was warned by U.S. lawmakers not to meet with companies connected to China’s military or intelligence bodies, or entities named on America’s restricted export list.
According to Daniel Newman, CEO of tech advisory firm The Futurum Group, Huang’s CNN interview exemplifies how Huang has been threading a needle between Washington and Beijing as it tries to maintain maximum market access.
“He needs to walk a proverbial tightrope to make sure that he doesn’t rattle the Trump administration,” Newman said, adding that he also wants to be in a position for China to invest in Nvidia technology if and when the policy provides a better climate to do so.
But that’s not to say that his downplaying of Washington’s concerns is valid, according to Newman. “I think it’s hard to completely accept the idea that China couldn’t use Nvidia’s most advanced technologies for military use.”
He added that he would expect Nvidia’s technology to be at the core of any country’s AI training, including for use in the development of advanced weaponry.
A U.S. official told Reuters last month that China’s large language model startup DeepSeek — which says it used Nvidia chips to train its models — was supporting China’s military and intelligence operations.
On Sunday, Huang acknowledged there were concerns about DeepSeek’s open-source R1 reasoning model being trained in China but said that there was no evidence that it presents dangers for that reason alone.
Huang complimented the R1 reasoning model, calling it “revolutionary,” and said its open-source nature has empowered startup companies, new industries, and countries to be able to engage in AI.
“The fact of the matter is, [China and the U.S.] are competitors, but we are highly interdependent, and to the extent that we can compete and both aspire to win, it is fine to respect our competitors,” he concluded.