Survey: No-box/no-label shipping favored by consumers, businesses

Consumers and businesses agree when it comes to their favorite type of shipping.

Two-thirds of survey respondents said no-label/no-box return shipping was more convenient, straightforward, easier and less stressful than other return options, according to a two-part survey by FedEx with Morning Consult of nearly 1,100 U.S. consumers and 500 U.S. businesses.

Approximately four-in-10 consumers say they have used no-label/no-box shipping, with those with a household income of $100k+ being the most likely to say they have used it. Six-in-10 say they are at least somewhat familiar with no-label/no-box shipping, with a quarter saying they are very familiar with it. Young and affluent consumers are more likely than their counterparts to be familiar with no-label/no-box shipping.

Nearly half (46%) of consumer respondents said the process was convenient, while 41% said it was easier, and 37% said it was both straightforward and stress-free. Only 19% of consumers said the process was less convenient, and 12% said it was more stressful than other methods of return shipping.

Familiarity with no-box/no-label shipping was greater among business shippers, with nine-in-10 stating so. Nearly six-in-10 business shippers say that they have offered this method of shipping for returns.

At least two-thirds of business shippers say no-label/no-box shipping options are convenient, straightforward, easy and stress free. A majority of business shippers across organization size are willing to pay somewhat more for a partner that offers no-label/no-box shipping, with large businesses being more likely to pay more to offer the service.

“The data produced by this survey proves why it’s critical that we continue to expand our portfolio of return solutions,” said Ryan P. Kelly, VP of commercialization at FedEx. “The reality is that many consumers today don’t have printers or adequate packaging materials at home, which may lead to a poor and less sustainable shipping experience. Additionally, boxes often don’t fit in the mailbox and consumers want a receipt for the return transaction. Consumers are embracing no-label/no-box shipping or opting to make returns at the store where they made the purchase or through a shipping store like FedEx."

Other findings from the survey include the following:

• Nearly half of consumers expected to return more or the same amount of items in the 2023 holiday season as they did in previous years.
• For the 2023 holiday season, business shippers expected largely about the same amount of returned items as previous years.
• Business shippers agree that return management for businesses and returns for consumers have gotten easier over time.
• Consumers and businesses alike say that sustainability in shipping is important.