“If Amazon is really customer obsessed, why do we penalize the 99 percent of customers who are honest and want to return an item by making them wait until our returns department receives the item to make sure it’s the right item and that it’s not damaged?” This type of thinking—in which you assume there is something wrong with the sentence—led Amazon to create the no-hassle return policy, which specifies that the customer should get a refund even before Amazon receives the returned goods. (The refund is reversed for the small percentage of people who do not send back the item.)
