Amazon.com 2004 Annual Report Download - page 12

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functionality, fast and reliable fulfillment, timely customer service, feature rich content, and a trusted transaction
environment. Key features of our websites include editorial and customer reviews; manufacturer product
information; Web pages tailored to individual preferences, such as recommendations and notifications; 1-Click®
technology; secure payment systems; image uploads; searching on our websites as well as the Internet; browsing;
and the ability to view selected interior pages and citations, and search the entire contents of many of the books
we offer with our “Look Inside the Book” and “Search Inside the Book” features. Our community of online
customers also creates feature-rich content, including product reviews, online recommendation lists, wish lists,
buying guides, and wedding and baby registries.
We endeavor to fulfill customer orders quickly, and to provide intuitive self-service features that assist our
customers when they have questions. We communicate our fulfillment promise in several ways, such as
presenting up-to-date inventory availability information, delivery date estimates, and options for expedited
delivery, as well as delivery shipment notifications. Additionally, customers can use the “your account” website
features to track order and shipment status, review estimated delivery dates, cancel unshipped items, change
delivery instructions and payment options, combine orders, edit gift options, and return items.
We fulfill customer orders in a number of ways, including through our U.S. and international fulfillment
centers and warehouses; through fulfillment centers operated under co-sourcing arrangements, including our
fulfillment center supporting www.amazon.co.jp;through outsourced fulfillment providers, including our
fulfillment provider supporting www.amazon.ca; and through other third-party fulfillment arrangements. We
operate customer service centers globally, which are supplemented by several co-sourcing customer service
arrangements with third parties. See Item 2 of Part I, “Properties,” for additional information about fulfillment
centers and customer service locations.
Selection
To provide the widest possible selection for our customers worldwide, we have designed our websites to
enable millions of unique products to be sold by us and by third parties across dozens of product categories such
as:
•Apparel, shoes, and accessories • Home, garden, and outdoor living products
•Baby care products • Jewelry and watches
•Books • Kitchenware and housewares
•Beauty • Magazine subscriptions
•Camera and photography • Music and musical instruments
•Cell phones and service • Office products
•Computers and computer add-ons • Software
•Consumer electronics • Sports and outdoors
•DVD’s, including rentals, and videos • Tools and hardware
•Gourmet food • Toys and video games
•Health and personal care
Amazon.com Retail
We source and sell a broad range of products to our customers worldwide across dozens of product
categories. Additionally, through our Syndicated Stores program, we utilize our e-commerce services, features,
and technologies to sell our products through other businesses’ websites, such as www.borders.com.
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