Intelligence Upgrade: FedEx Uses AI to Solve Post-Purchase Friction

Enterprises using FedEx are about to get access to an AI-powered upgrade that will benefit businesses and customers alike. A collaboration with parcelLab, the new FedEx Tracking+ and FedEx Returns+ are responsible for 42% fewer “Where is My Order” inquiries, 17% fewer “Where is My Return?” inquiries, 85% higher customer retention, 60% higher average order value, and 42% more repeat purchases thanks to proactive, tailored communications with re-engaged customers.

Discover more about what capabilities these new AI tools offer, and one thing FedEx has not-so-shockingly left off the list.

How Will AI-Powered Post-Purchase Solutions Help Enterprises?

In this week’s announcement, Jason Brenner, senior vice president, digital portfolio at FedEx, introduced the new tools, saying, “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. This approach turns the post-purchase stage from a routine step into a powerful driver of trust, efficiency, and growth.”

FedEx Tracking+ and FedEx Returns+ are two enhanced tools that businesses can embed directly on their websites, allowing customers to interact with an AI-powered chatbot for all matters related to the shipping process, including:

• Where’s my order?

• What’s the status of my refund?

• Where is my return?

Results from these chats give businesses insights into consumer behavior, potential product issues, and anomalies that signal opportunities to increase sales—all without hiring additional employees.

Shippers can define their own rules and workflows for returns, which FedEx then processes on the seller’s website. This white-labeled service allows brands to offer it to customers as an extension of their own experience.

Brenner shared how this new service will benefit businesses: “Customer loyalty is often earned after the sale, and the post‑purchase experience plays a critical role in strengthening customer lifetime value.” These new AI-powered capabilities can save time and money while enhancing the customer experience.

No Surprise! AI Doesn’t Offer Service Guarantee Discovery

FedEx has access to all the data needed to identify service failures. They just aren’t sharing them with you. Unclaimed refunds are a hidden source of income for the carriers— so why stop the gravy train?

It’s estimated that about $2 billion in refunds go unclaimed each year. (That’s a lot of gravy!)

Even if only a small percentage of your parcels are eligible for refunds, you could save tens of thousands of dollars every year. Don’t pay for a service that doesn’t live up to its guarantee.

ShipRx is a parcel audit company with proprietary software that tracks over 40 factors to identify service failures on every parcel you send. Once identified, we file a claim on your behalf within 15 calendar days of the invoice or shipment date. The best news? We don’t get paid until you do. ShipRx's parcel audit service is free to set up and operates automatically, in exchange for a percentage of the refunds we recover.

Sign up for a FedEx parcel audit today and start seeing refunds by your next invoice.