The FedEx E-commerce Merchant Report highlights the gap between consumer expectations and merchant offerings. Consumers prioritize affordability, with 75% preferring free shipping over speed, though most merchants still fail to provide it. Over 60% of buyers are more likely to complete purchases when free returns are offered, yet only 46% of merchants provide them. While 55% of consumers are willing to pay for same-day delivery and 45% for next-day, fewer than half of merchants offer these options. Transparency is critical: 69% of consumers value tracking, and 73% of merchants rank real-time tracking among their top priorities.

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