FedEx has released its third annual Returns Survey, revealing that U.S. consumers and retailers are entering 2026 with sharply different priorities as the cost of handling product returns continues to rise.
The survey, conducted by Morning Consult in December 2025, shows shoppers still strongly favour free and frictionless returns, even as retailers increasingly move toward charging fees to offset growing logistics and processing costs.
Nearly two-thirds of U.S. consumers say a retailer’s return policy influences whether they make a purchase, rising to 75 per cent among Millennials. At the same time, 59 per cent of consumers say they would consider avoiding a retailer that charges a return fee. That figure is even higher among Gen X shoppers at 65 per cent and baby boomers at 72 per cent.
Despite this resistance, FedEx says retailers are under pressure to introduce or expand fee-based return models in 2026 to protect margins while still trying to preserve customer loyalty.
The survey also points to a growing role for artificial intelligence in managing the returns process. One in five consumers now report using AI-powered chatbots to find information about shipping and returns. Among those who have used AI-driven customer service during a return, 53 per cent say the experience was more satisfying than working with a human support agent.
Jason Brenner, senior vice president of digital portfolio at FedEx, says AI is becoming central to reducing friction in what is now one of retail’s most complex operations.
“At a time when returns are becoming more frequent and more complex, reducing friction is critical for customers,” Brenner says. “AI is playing an increasingly central role in that effort.”
The survey also shows rapid growth in simplified return models. Familiarity with no-box, no-label returns rose to 48 per cent in 2025, up from 37 per cent a year earlier, while usage increased to 41 per cent from 31 per cent.
FedEx says these options are increasingly seen by consumers as convenient and stress-free, reinforcing expectations that returns should be as easy as making a purchase.
