FedEx Freight improves returns experience for customers

FedEx Freight improves returns experience for customers

Offering label-less returns, flexible pickup windows with proactive notifications, shipment visibility, and technology capabilities connecting the return to the original shipment, FedEx Freight Direct now covers nearly 100% of the U.S. population for Basic Pickup and Basic by Appointment Pickup and 90% of the contiguous U.S. population for Standard Pickup.

FedEx Freight Direct leverages the trust and expertise of the FedEx brand, integrating customer-driven design and using an innovative technology platform.

Return pickups are made by FedEx Freight team members in uniform, using company-branded equipment*. FedEx Freight invested in technology that provides customers with greater visibility for their shipments, real-time estimates for scheduling and pickup status, and flexible two-hour pickup windows. Customers can opt into SMS text message or email notifications. The company optimizes route design for drivers by using technology to monitor distance between stops, appointment windows, driver availability, and traffic patterns.

“We wanted to simplify the process for our customers and their consumers,” said Bonnie Voldeng, Vice President FedEx Freight Direct. “We’ve designed a returns solution, much like our delivery service levels, that simplifies the process for all parties involved, offers greater visibility, removes the hassle of printing a label, and provides flexible two-hour pick-up windows. These are all just examples of how FedEx Freight Direct is providing value and enhancing the overall customer experience.”

FedEx Freight Direct offers simplified pricing and three return service levels:

· Basic Pickup: Pickup from the ground-level front or back door, or from the garage; no appointment required and delivery confirmation via photo capture, where the delivery is documented by photo

· Basic by Appointment Pickup: Pickup from the ground-level front or back door, or from the garage; with a two-hour appointment window and photo capture

· Standard Pickup: Pickup through-the-door from the first ground-level room in a home or business with a two-hour appointment window


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