FedEx Turns to AI for post-purchase Tracking and Returns | News

FedEx Corp. has launched new artificial intelligence-driven digital solutions to enhance post-purchase tracking and returns functions for enterprise shippers, with the offerings now available in the United States and designed to improve visibility, communication, automation and operational efficiency after checkout, the company announced in early February 2026.

FedEx’s expanded digital suite, including FedEx Tracking+ and FedEx Returns+, integrates AI technologies into brand-owned digital channels to respond to common delivery and returns inquiries, detect data patterns, provide performance insights and automate returns workflows based on merchant-defined rules. The white-labeled tools aim to reduce friction for merchants and end consumers, keep customers within a shipper’s branded environment and support analytics that help businesses monitor exceptions and operational trends.

In its announcement, FedEx emphasized that the new capabilities are designed to automate routine customer interactions such as “Where is my order?” and “Where is my return/refund?” queries, improve real-time delivery visibility and alert merchants to anomalies before they prompt support contacts. The technology is delivered in partnership with parcelLab, a provider of post-purchase engagement solutions.

According to FedEx-cited insights, brands that have adopted similar post-purchase engagement tools have seen material improvements in customer service metrics, including substantial reductions in “Where Is My Order” support queries and increases in repeat purchases and customer retention when personalized communications are delivered through fully branded tracking pages.

FedEx Returns+, the AI-augmented return management component of the suite, allows merchants to automate return policies and workflows using customizable rules, reducing manual configuration needs while maintaining branded user experiences. The returns tool also supports intelligent exchanges and tailored return paths designed to foster repeat purchases rather than simple refunds.

The company’s 2026 FedEx Returns Survey, cited by FedEx in its communications, found that a significant share of consumers regard a retailer’s return policy as an influential factor in purchase decisions and that demand for options such as no-box, no-label or QR-code-based returns is growing. FedEx has expanded such options through its Easy Returns program, and the new digital suite is intended to help merchants meet evolving consumer expectations while retaining full control over branding and customer interactions.

Business adoption of AI return tools appears to be increasing, with survey data indicating that more than one-third of enterprise shippers already use AI for returns management and over half plan to adopt such solutions in the future. Users of these AI capabilities have reported improved forecasting accuracy and enhanced return prediction performance, enabling merchants to anticipate issues before customers initiate support contacts and thereby reduce service costs and protect profit margins.

FedEx Tracking+ and Returns+ are offered as white-labeled digital capabilities that can be embedded directly into a merchant’s online presence, allowing brands to retain control of messaging, policies and customer interactions rather than redirecting tracking or return traffic to third-party carrier pages. This strategy reflects a broader shift in the logistics and e-commerce sectors toward strengthening the post-purchase experience as a competitive differentiator and operational priority.

The company’s announcement situates this development within an ongoing innovation trajectory for FedEx, which has deployed various AI and machine learning solutions across its network in recent years, from predictive delivery estimates to enhanced logistics analytics. In late 2025, FedEx was recognized among Fortune’s AIQ 50 companies for its integration of AI across operations relative to peers in multiple industries.

The new AI tools join a suite of digital products offered by FedEx to address evolving e-commerce demands and support merchant needs for seamless tracking and returns experiences, and are part of the firm’s broader efforts to harness advanced technologies to improve operational efficiency, customer engagement and supply chain performance.