Amazon Replacement and UPS Pickup

I previously wrote about Amazon shipping AirPods Pro 2 to me with a damaged box, as well as the process for getting the damaged product replaced. I began the process of returning the damaged product a couple days later, at which time I noticed that the return shipment required that I pay postage:

I called Amazon and stated that because they shipped a damaged product to me, I felt that I should not have to pay for shipping. They agreed and arranged instead for a next-day postage-paid UPS pickup. I asked if they could give me a UPS shipping label instead because it is more convenient for me to drop off a package at the UPS Store on my own time than to coordinate a pickup with a UPS driver. The Amazon representative apologized and stated that they were only authorized to provide a UPS pickup option at this time, but if they fail to pick up after 3 attempts, I could call Amazon again to make other arrangements. I was asked to provide either an email or phone number where I could be contacted, and I provided my cell phone number so that UPS could contact me in real time.

Amazon sent me an email with a link to instructions for the UPS pickup. It provided instructions on how to package the AirPods Pro 2. It provided me with a barcode which I was instructed to place inside my return package in case the shipping label was damaged, and a lithium battery hazmat label which was to be affixed to the outside of the return package.

The next day rolled around, and because I had not received any communication from UPS about a scheduled pickup, I called UPS. They confirmed that I was scheduled for a package pickup, and I was given a time window of 2-7 PM. I was home all day, except for a 45-minute period during which I had to pick up my daughter from school. I did not receive any communication from UPS by the late evening—no phone call, no knock on my door, and no note stating that they made delivery attempt #1 of 3.

I called UPS the following day, and I was told that UPS attempted a pickup the previous day, but I did not answer. I asked why they did not call me, and UPS stated that the drivers are not allowed to call customers. I stated that Amazon asked for my email or phone number for communication purposes, but I guess the Amazon representative was incorrect in stating that my phone number could be used for such communication. I then asked the UPS representative if instead of a pickup I could drop off the package at at a UPS Store, and he said yes—in fact, the bar code could be scanned at a UPS Store and converted into a shipping label.

The UPS driver did pick up my package on attempt #2 later that day, but the moral of the story is that if you are given a barcode for a UPS pickup, apparently you also have the option to drop off the package at a UPS Store, contrary to what the Amazon representative told me. I hope this helps someone in a similar situation.