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FWIW I think the number of returns should be counted by orders rather than items. I can see purchasing 30 books incorrectly, as a single order. But purchasing 1 book incorrectly 30 times? No, I can't see doing that-at least not during any reasonable period of time.
For management, deciding how to handle this is a problem-that's why so many 'cheat' by setting an absolute limit, without any other considerations, as it appears Amazon has done. That indicates incompetent (or lazy, which is another word for incompetent) management.
To be done properly, IMO, this should take into account not only the number of orders over which the errors occurred, but also the period of time. I can't see making errors in 30 orders (for products with similar specifications) over anything less than a 10 or 15 year period, unless the ordering process changes significantly during that period. Over a 30 year period I think it's quite likely-a year is plenty of time for me to forget what I did wrong the last time I ordered.
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