FedEx launches AI-driven tracking and returns tools for merchant platforms
White-labeled solutions aim to reduce friction and boost loyalty in post-purchase experience
FedEx has introduced two artificial intelligence-enabled tools, FedEx Tracking+ and FedEx Returns+, aimed at enhancing delivery visibility, communication and operational efficiency for merchants across the United States.
The company said the tools are designed to integrate directly into a shipper’s digital channels, offering a white-labeled AI layer developed in collaboration with logistics technology provider parcelLab.
Key capabilities include automated responses to delivery and returns queries, real-time performance insights, and pattern and anomaly detection across tracking and returns activity. Merchants can also automate policy adjustments and returns workflows using customisable rules.
According to parcelLab, brands using these features have reported 42% fewer “Where is My Order” inquiries, 85% higher customer retention and 42% more repeat purchases. Fully branded tracking pages linked to the tools convert at over 3% on average.
Jason Brenner, senior vice-president of digital portfolio at FedEx, said, “Customer loyalty is often earned after the sale, and the post‑purchase experience plays a critical role in strengthening customer lifetime value. By combining our robust logistics network with an AI-powered, post-purchase experience, we are delivering a seamless solution for deliveries, returns, and customer communications.”
The 2026 FedEx Returns Survey found that 67% of consumers say return policies influence purchase decisions, with growing demand for simplified processes such as no-box, no-label or QR code returns via FedEx Easy Returns.
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The same survey found that 37% of business shippers currently use artificial intelligence for managing returns, and 51% plan to adopt such tools. Among adopters, companies report up to 85% forecasting accuracy and a 40% improvement in return prediction.
ParcelLab added that returns powered by AI can lead to three times more repeat purchases, 60% higher average order values and 17% fewer “Where is My Return” queries.
The Recap
- FedEx launched AI-enhanced tracking and returns tools for merchants.
- ParcelLab reported 42% fewer "Where is My Order" inquiries.
- Both tools are white-labeled and available to U.S. customers.
