No-Box, No-Label Returns and AI Adoption on the Rise as Consumers Seek for Returns

MEMPHIS, Tenn., January 9, 2026 - FedEx Corp. (NYSE: FDX) today released its third annual FedEx Returns Survey in collaboration with Morning Consult, revealing consumers and businesses alike are prioritizing simple, flexible, and transparent returns experiences. While consumers are actively avoiding costly return fees, going into 2026, retailers are shifting towards fee-based models as they try to balance costs while maintaining a positive customer experience. The findings show AI-driven tools and increasing familiarity with no-box, no-label returns are helping both shoppers and retailers navigate the returns process more efficiently.

Using AI to streamline returns

AI-powered tools and features are becoming an increasingly important part of the returns experience. One in five consumers report using AI-powered chatbots to find information about shipping and returns. While trust in these tools is still developing, 53% of consumers who have interacted with AI-powered 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 vice president, 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."

Convenience and clarity shape shopping and business decisions

In the lead up to the 2025 holiday season, 40% of U.S. consumers polled believe they will be returning the same (29%) or more items (11%) than previous years. Millennials and Gen Z are the most likely to be influenced by return fees from retailers.

Return policies continue to shape purchasing decisions with nearly 66% of consumers saying a retailer's return policy influences whether they make a purchase, rising to 75% among Millennials. Fees remain a particular pain point, with 59% of consumers saying they would consider avoiding a retailer that charges a return fee. This is especially true among Gen X (65%) and baby boomers (72%).

No-box, no-label returns on the rise

While in-person returns remain the most trusted option, confidence in alternative methods is rising as experience with simplified return processes grows.

Familiarity with no-box, no-label returns among consumers who have made returns rose to 48%, up from 37% in 2024, while usage increased to 41%, up from 31% last year. These options are most often described as convenient, straightforward, and stress-free, reflecting a broader expectation that returns should be as easy as the purchase itself.

About the FedEx Returns Survey

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 December 4 and December 9, 2025, among a sample of 1,980 U.S. consumers. Results from the full consumer survey have a margin of error of +/- 2%. The merchants survey was conducted during the same period among a sample of 1,008 U.S. merchants. Results from the full merchants survey have a margin of error of +/- 3%. The surveys examined return behaviors, attitudes, and expectations related to convenience, fees, no-box, no-label returns, and the growing role of AI in the returns process.

About FedEx Corp.

FedEx Corp. (NYSE: FDX) provides customers and businesses worldwide with a broad portfolio of transportation, e-commerce, and business services. With annual revenue of $90 billion, the company offers integrated business solutions utilizing its flexible, efficient, and intelligent global network. Consistently ranked among the world's most admired and trusted employers, FedEx inspires its more than 500,000 employees to remain focused on safety, the highest ethical and professional standards, and the needs of their customers and communities. FedEx is committed to connecting people and possibilities around the world responsibly and resourcefully, with a goal to achieve carbon-neutral operations by 2040. To learn more, please visit fedex.com/about.