FedEx Adds AI Into Tracking and Returns for Enterprise Shippers

FedEx said it will begin offering enterprise shippers access to new artificial intelligence-powered tools designed to improve post-purchase experiences, as businesses seek to strengthen customer engagement and operational efficiency after checkout.

The expanded digital suite includes FedEx Tracking+ and FedEx Returns+, white-labeled solutions that can be embedded directly within a shipper’s own digital channels. FedEx said the tools layer AI-driven capabilities on top of traditional tracking and returns functions to improve visibility, communication and responsiveness throughout the delivery life cycle.

Delivered in collaboration with parcelLab, the new offerings are intended to reduce friction for customers and merchants alike by automating routine post-purchase interactions and surfacing insights from tracking and returns data. Key capabilities include automated responses to common delivery and return inquiries such as “Where is my order?” and “Where is my refund?,” performance insights that highlight trends and exceptions, pattern and anomaly detection to identify potential problems, and automated returns-policy adjustments governed by merchant-defined rules.

FedEx highlighted recent data from parcelLab showing that brands using similar AI-powered solutions have seen significant improvements in customer engagement and operational outcomes. According to the company, these insights include a roughly 42% reduction in “Where is my order?” inquiries, an 85% increase in customer retention, and a 42% increase in repeat purchases through proactive communication from brand-managed tracking pages.

Customer expectations around returns and post-purchase communication have risen in recent years. FedEx cited its 2026 FedEx Returns Survey, which found that two-thirds of consumers consider a retailer’s returns policy to influence their purchase decisions at least some of the time. The survey also showed that a growing share of business shippers are using or planning to adopt AI tools for returns management, with 37% currently using them and 51% planning future deployment.

Jason Brenner, senior vice president of digital portfolio at FedEx, said customer loyalty increasingly hinges on the post-purchase experience and that the integration of AI with FedEx’s global logistics network can help brands deliver more seamless delivery, return and communication workflows at scale.

Both FedEx Tracking+ and FedEx Returns+ are now available to U.S. enterprise customers and are fully branded, enabling merchants to control messaging, policies and interactions without redirecting customers to third-party sites.

Companies are increasingly applying artificial intelligence beyond core transportation and routing functions. Carriers, parcel networks and returns platforms are testing AI in areas such as fraud detection. As PYMNTS has reported, UPS-owned Happy Returns has been testing AI tools to combat fraud in returns workflows, using machine learning to flag suspicious activity and reduce abuse at scale.

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