FedEx Corp. is expanding its role in ecommerce beyond transportation with the launch of two AI-powered digital tools designed to help retailers and brands manage tracking, returns and customer communication within their own websites and apps.
The company introduced FedEx Tracking+ and FedEx Returns+, developed in collaboration with parcelLab, as white-labeled AI capabilities that can be embedded directly into a shipper’s digital channels. The tools provide real-time visibility into deliveries and returns, automated responses to common customer questions and analytics to help merchants identify operational issues and improve their post-purchase experience.
The move reflects a broader shift in parcel logistics, where the competitive focus is expanding from delivery speed and cost to the digital experience that follows checkout.
“Customer loyalty is often earned after the sale, and the post-purchase experience plays a critical role in strengthening customer lifetime value,” said Jason Brenner, senior vice president of digital portfolio at FedEx. “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.”
How FedEx is using AI for tracking and returns
A central feature of the new tools is automation around routine customer inquiries, particularly “Where is my order?” (WISMO) and “Where is my return/refund?” These are two of the most frequent and costly questions for ecommerce retailers.
FedEx said the system uses AI to:
- Automatically respond to common delivery and return questions.
- Detect patterns and anomalies in shipment data.
- Surface exceptions before customers contact support teams.
The tools also provide performance insights across tracking and return activity to help merchants monitor trends and identify operational gaps.
According to parcelLab data cited by FedEx, brands using similar post-purchase engagement tools have experienced 42% fewer WISMO inquiries, 42% more repeat purchases and customer retention rates up to 85% higher when proactive, personalized communication is delivered through branded tracking pages. Those pages convert at more than 3%, on average, by re-engaging customers while they monitor deliveries.
FedEx is also emphasizing returns as a critical part of the customer experience and a potential revenue-retention opportunity.
FedEx returns data in 2026
The company’s 2026 FedEx Returns Survey found that 67% of consumers say a retailer’s return policy at least sometimes influences their purchase decisions. Consumers increasingly expect options such as no-box, no-label or QR code returns, which FedEx has expanded through its Easy Returns program.
FedEx Returns+ allows merchants to automate return policies and workflows using merchant-defined rules. It said that reduces the need for manual configuration while keeping the experience fully branded. The system also supports intelligent exchanges and personalized return paths designed to encourage repeat purchases instead of refunds.
ParcelLab research cited by FedEx found that personalized return experiences can drive three times more repeat purchases. They also can lead to a 60% higher average order value and 17% fewer “Where is my return” inquiries.
Where FedEx customers are using its AI
FedEx said adoption of AI tools among business shippers is increasing. Its returns survey found that 37% of business shippers already use AI tools for returns, while 51% plan to adopt them. Among current users, AI has delivered forecasting accuracy of up to 85% and a 40% improvement in return prediction, according to the company.
These predictive capabilities can help merchants anticipate delivery and return issues and intervene before customers contact support, reducing service costs and protecting margins.
Both Tracking+ and Returns+ are designed to keep customers within a merchant’s digital environment rather than redirecting them to carrier tracking pages. That approach gives brands greater control over customer interactions, messaging and data tied to deliveries and returns.
For FedEx, the tools represent an expansion into software-enabled customer experience tightly linked to its logistics network. For merchants, they offer a way to turn the post-purchase stage into a branded extension of the buying journey.
FedEx said the AI-powered tools are now available to U.S. customers.
As ecommerce expectations rise and returns remain a persistent challenge for retailers, the period after checkout is becoming a key point of differentiation. With Tracking+ and Returns+, FedEx is positioning itself to play a larger role in how brands manage that experience.
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