FedEx survey shows retailers shift toward paid returns as AI reshapes customer experience
· Source: mhdsupplychain.com.au
In short
FedEx's third annual Returns Survey reveals a growing divergence between consumer preferences and retailer strategies regarding product returns. While consumers strongly favor free and frictionless returns, retailers are increasingly moving toward charging fees to offset rising logistics costs. The survey also highlights the growing role of AI in managing returns, with one in five consumers using AI-powered chatbots for shipping and returns information.
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Tags: returns, logistics, AI, retail, automation, customer-service