January 30, 2001, 5:16 PM

Customers hate shipping costs, but some retailers don't know it

Online consumers are concerned about shipping costs, says Ernst & Young's Global Online Retailing report. A third of online shoppers have abandoned a shopping cart before or during checkout because of shipping costs. Yet nearly a third of all U.S. retailers view shipping as a profit center. "Changing this practice could go a long way toward pleasing the customer," the report says.
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