No-box returns and AI use grow as shoppers seek easier returns

FedEx has found that more consumers are using simpler return options and artificial intelligence as they look for easier shopping experiences, according to its latest annual FedEx Returns Survey. The survey shows that familiarity with no-box, no-label returns has grown, and that many shoppers and retailers are turning to AI tools to make the returns process more efficient.

The third annual survey, carried out with Morning Consult, reveals that consumers and businesses are placing increasing importance on returns that are flexible, transparent and low in cost. At the same time, many retailers are moving towards charging return fees to help manage their costs, even as shoppers avoid such charges where possible.

The research shows that tools powered by AI are becoming an important part of the returns experience. 1 in 5 consumers said they had used AI-powered chatbots to find information about returns and shipping. Of those who used these tools for customer support during a return, a majority said they found the experience more satisfying than dealing with a human agent.

FedEx said that simple returns have become more important as returns grow more frequent and complex, especially after peak shopping seasons. Retailers and shoppers alike are using AI to find returns information, support and personalised recommendations.

In the run-up to the 2025 holiday season, 40% of US consumers surveyed expected to return as many or more items than in previous years. Return fees and policies were found to influence buying decisions, particularly among younger shoppers.

The survey also found that more people are aware of and using no-box, no-label return options. Nearly half of consumers who have made returns said they were familiar with these simplified methods, up from last year, and 41% said they had used them. These returns are most often described as convenient and stress-free.

The FedEx Returns Survey was conducted between 4th and 9th December 2025 with 1,980 US consumers and 1,008 US merchants. It looked at attitudes and behaviours around convenience, fees, no-box, no-label returns, and the growing role of AI in returns.