MEMPHIS, Tenn., January 28, 2025 — FedEx Corporation (NYSE: FDX) today released its second annual FedEx Returns Survey in collaboration with Morning Consult, uncovering how evolving consumer expectations are reshaping the returns process. As e-commerce continues to grow, flexible and convenient return options are becoming essential for meeting the diverse needs of shoppers across generations.
Consumer Preferences in Returns
When returning online purchases, preferences diverge by income and generation. Higher-income earners (66%) and baby boomers (59%) favor returning items in-store, while 20% of Gen Z and millennials opt for home pickup, with 19% of millennials also choosing mailbox drop-offs. These trends underline the demand for innovative, accessible return solutions.
“Consumers are making it clear that flexibility and convenience are essential when it comes to returns,” said Jason Brenner, senior vice president, digital portfolio at FedEx. “The continued rise in no-label, no-box returns and growing demand for home pickup options reinforce the need for retailers to offer solutions that make returns more seamless for consumers.”
Perceptions of Returns Ease
Opinions on the current ease of returns are split. While 51% of consumers believe returns have improved, 32% are neutral, and 17% think the process has become more challenging. Millennials (56%) and high-income groups (58%) are the most optimistic, while Gen X (21%), Gen Z (18%), and lower-income consumers (18%) express skepticism. These perspectives highlight opportunities for retailers to refine and communicate return policies effectively.
The Importance of Return Policies
Return policies significantly influence shopping decisions, with two-thirds of respondents considering them before making a purchase. Nearly 30% say return policies directly impact whether they complete a transaction, emphasizing the importance of transparent and flexible options in building customer loyalty and driving sales.
FedEx conducted the survey with Morning Consult between December 14 and December 20, 2024, gathering insights from 2,200 U.S. consumers and 1,000 U.S. business shippers.
See the full findings of the FedEx Returns Survey.
About the Survey
Morning Consult conducted two surveys, one among consumers and one among merchants. The consumer survey was conducted between December 14-December 16, 2024, among a sample of 2,200 U.S. consumers. Results from the full survey have a margin of error of +/-2%. The merchants survey was conducted between December 17-December 20, 2024, among a sample of 1000 U.S. merchants. Results from the full survey have a margin of error of +/-3%.
About FedEx Corp.
FedEx Corp. (NYSE: FDX) provides customers and businesses worldwide with a broad portfolio of transportation, e-commerce, and business services. With annual revenue of $87 billion, the company offers integrated business solutions utilizing its flexible, efficient, and intelligent global network. Consistently ranked among the world’s most admired and trusted employers, FedEx inspires its more than 500,000 employees to remain focused on safety, the highest ethical and professional standards, and the needs of their customers and communities. FedEx is committed to connecting people and possibilities around the world responsibly and resourcefully, with a goal to achieve carbon-neutral operations by 2040. To learn more, please visit fedex.com/about.