FedEx: AI grows in importance for returns
Consumers are increasingly using artificial intelligence tools and no-box, no label options when they return products.
AI-enabled tools and features appear to be an increasingly important part of consumer returns. One-in-five consumers surveyed by FedEx Corp. and Morning Consult reported using AI-powered chatbots to find information about shipping and returns.
In addition, more than half (53%) of respondents to the third annual FedEx Returns Survey who have interacted with AI-based customer service during the returns process say the experience was more satisfying than working with a human support agent.
"At a time when returns are becoming more frequent and more complex, reducing friction is critical for customers — especially following the busiest shopping season of the year," said Jason Brenner, senior VP, digital portfolio at FedEx. “AI is playing an increasingly central role in that effort, including helping shoppers source information about a brand’s returns policy, leveraging AI-powered customer support, and personalized AI-generated recommendations to streamline their return."
The survey also revealed interesting findings in several other areas of the consumer returns process:
No-box, no-label returns
Familiarity with no-box, no-label returns among respondents who have made returns rose to 48%, up from 37% in 2024, while usage increased to 41%, up from 31% in the prior year. These options are most often described as convenient, straightforward, and stress-free by respondents.
Return policies and fees have impact
Nearly two-in-three respondents said a retailer’s return policy influences whether they make a purchase, rising to 75% among millennial respondents. Six-in-10 (59%) respondents overall said they would consider avoiding a retailer that charges a return fee, including 65% of Gen X (65%) and 72 of baby boomers.
Holiday return intentions
In the lead up to the 2025 holiday season, 40% of respondents believed they will be returning the same (29%) or more holiday items (11%) than in previous years.
[READ MORE: Total holiday returns to reach $160B]
Morning Consult conducted two surveys, one among consumers and one among merchants, as part of the FedEx 2025 Returns Survey, the company’s third annual study. The consumer survey was conducted between Dec. 4-9, 2025, among a sample of 1,980 U.S. consumers.
