New FedEx offering focuses on high-volume returns

Earlier today, FedEx said it rolled out a new returns management offering that provides high-volume merchants and e-tailers with the “ability to quickly and easily improve their customer experience.”

Entitled FedEx Returns Technology, a FedEx spokesperson told LM that this offering, introduces an option for large businesses with high returns volumes to solve reverse logistics complexities inherent to increased online spending and supply chain management.

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“It’s the latest link in a chain of offerings designed to help our customers succeed as e-commerce continues to grow,” he said.

In terms of its technology platform, the spokesman said that FedEx Returns Technology is a software as a service (SAAS) solution, which offers convenient web services developer options to ease website integrations with a retailer’s own website, a web-based customer service portal, RMA creation and extensive analytics.

When asked what the key benefits of FedEx Returns Technology are for high-volume merchant and e-tailer customers, the spokesperson cited three key areas, including:

• Customer satisfaction, FedEx Returns Technology makes it easy for end consumers to request a return and return products to more than 1,700 participating FedEx Office locations. Consumers may also receive earlier credit from the retailer with item validation and inspection;
•  Visibility, Merchants have one platform with visibility into their entire reverse logistics process, including in-transit returns; and
•  Efficiency, FedEx Returns Technology integrates with retailers’ websites, making it easy for them to manage returns, track incoming inventory and govern product disposition rules

This is the newest in a growing portfolio of returns products that FedEx said are comprised of a including a wide selection of automation platforms on fedex.com for small and medium-sized businesses, and value-add services including FedEx Pack and Return services through FedEx Office as well as comprehensive reverse logistics capabilities for more robust businesses through FedEx Supply Chain. 

“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, in a statement. “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.”