FedEx: returns can make or break the experience for online shoppers.

FedEx: returns can make or break the experience for online shoppers.

FedEx Express, a subsidiary of FedEx Corp., extends its returns capabilities by collaborating with ZigZag, a global platform for reverse logistics solutions. The collaboration supports customers with return shipments during and after the 2023 holiday season.

Using ZigZag , FedEx e-commerce customers benefit from an online returns portal that is branded with their logo and easy to integrate with their web shop. Via the portal, retailers are able to retrieve valuable insights that help them understand the reasons for returns in order to prevent them in the future. For return shipments requiring customs clearance, documentation is created and uploaded digitally, ensuring retailers get the refunds and exemptions they are entitled to.

Return shipments will either be picked up at home, or consumers can drop off their packages at one of approximately 90 thousand FedEx and ZigZag drop off points in the U.S., Canada, and key markets across Europe. The ZigZag services come at a reduced tariff for FedEx customers and are complementary to the FedEx®Global Returns solution.

“With the holiday season in full flow, returns can make or break the experience for online shoppers. It’s a crucial element of the e-commerce business model” said Wouter Roels, Senior Vice President Marketing and Customer Experience for FedEx Europe. “By offering seamless returns solutions, we support our customers to boost cashflow and enhance their customers loyalty”.

Matthew Jacques, Global Partnerships Director at ZigZag, added “we are delighted to be collaborating with FedEx and providing them with ZigZag’s returns management technology to support their global returns solutions. Our data insights will help FedEx in better understanding the returns habits of its global customer base.”

Research shows that approximately 30% of all products ordered online are returned as compared to 8.89% in physical stores. ZigZag’s recent consumer research also found that 84% of consumers check the returns policy before making a purchase, and 53% have decided not to buy an item because they didn’t like the policy.

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