FedEx touts new returns platform for e-commerce

FedEx is touting a new technology platform for online shopping returns as a way for high-volume digital retailers to improve customer experience.

On Monday the company announced the launch of FedEx Returns Technology, billed as “a comprehensive solution for returns management.”

FedEx said in a release that its new platform gives merchants complete visibility into returns so they can more easily track shipments, manage inventory and understand return trends; leading to more informed decision on shoppers’ return behaviors.

Online shopping has been growing at a much faster clip than bricks-andmortar retailing, but returns are a bigger issue for purchases not bought in physical stores. Industry experts have pegged the return rate for online purchases at about 30 percent compared to less than 10 percent for physical stores.

“FedEx Returns Technology is integrated into more than 1,700 participating FedEx Office locations across the U.S., enabling merchants to offer their customers the ability to easily drop off returns that can be inspected, professionally packed and, in some cases, enable a faster credit refund,” the release said.

“Returns have rapidly evolved into a critical factor, second only to cost, in satisfying today’s e-commerce customers,” said Ryan Kelly, senior vice president, FedEx Supply Chain. “FedEx Returns Technology bridges the gap between digital and physical, allowing merchants to define a returns strategy that works for their business model and for their customers.”

Reach reporter Wayne Risher at (901) 529-2874 or wayne.risher@commercialappeal.com.