As the cost of acquiring a new customer increases year-over-year, retailers are looking for different ways to bring in revenue. The retailers that are continuing to grow are paying close attention to the post-purchase phase of the customer journey.
Why?
Well, this is where brands can nurture long-term relationships. When it costs so much to get a consumer to make a purchase, it is necessary to keep customer retention rates high so revenue can continue to grow. This means making the post-purchase experience as personalized and tailored as retailers try to make the pre-purchase experience.
In our latest eCommerce shipping experience study, we found that only 57.9% of retailers are using personalized recommendations in their post-purchase communications. While this is just one of the surprising stats in our study, it has become more evident than ever that there is still so much potential in retailers’ post-purchase experience. That’s why the shift from short-term sales goals to sustained customer interaction is crucial. Not only is it important for building lasting value, but also to thrive in the modern market.
What is the post-purchase experience?
The post-purchase experience refers to the processes and activities that take place after a shopper clicks the “buy” button. It involves all interactions and touchpoints a customer has with your brand, from order confirmation to delivery, as well as returns and exchanges.
If you think back to before the pandemic, a majority of retailers were relying on carriers for the post-purchase experience. This meant that customers would sometimes be “ghosted,” left wondering where their order is, driving up major costs for retailers.
Fortunately, there are many vendors in the post-purchase market that help retailers take their experience to the next level.
Let’s break down the top 5 post-purchase software providers.
Top 5 post-purchase experience software providers
1. parcelLab
parcelLab’s post-purchase platform helps retail brands transform every touchpoint into moments that drive customer engagement, build loyalty, and create customers for life. From delivery date promises, order tracking and communications, and returns management, parcelLab’s platform blends your customers’ journeys into one seamless experience that not only reduces friction but actively drives repeat purchases, making post-purchase into a competitive advantage.
Key capabilities:
Personalized experiences: Customize the entire post-purchase experience to fit your customers’ preferences and embed order tracking pages and return portals to your website so traffic goes back to your site.
Intelligent returns management: Flexible return portals allow retailers to tailor their experience to different customers, proactively manage issues and claims, and optimize return logistics
AI-powered self-service: Self-service tools and parcelLab’s Copilot help automate setup with AI-generated emails, translations, communications flows, returns portal setup, App Store integrations, and more
Data & insights: Optimize performance with built-in benchmarking and A/B testing, providing real-time insights and continuous improvement
*parcelLab is also recognized as a leader in three categories on G2, including package tracking, shipping, and returns management.
2. AfterShip
AfterShip is a B2B SaaS platform serving the global eCommerce sector. They offer a suite of SaaS products, including tracking, email marketing, returns management, multi-carrier shipping, shipment insurance, carbon footprint calculation, and estimated delivery date prediction.
Key capabilities:
Allows retailers to tailor delivery updates and improve the tracking experience to keep customers informed throughout the post-purchase experience
Offers the ability to customize tracking pages with the retailer’s logo, domain, product recommendations, and SSL security.
Helps to secure packages against loss, damage, and porch piracy with quick claims processing.
How to choose the right post-purchase software for you
We understand it can be difficult to choose which post-purchase vendor is best for you. After all, you need to trust this software with your most precious asset – your customers. Here are five questions to ask to ensure you’re selecting the software and partner that fits your needs.
How do they handle complexity?
Order fulfillment is rarely simple, especially for retailers juggling split shipments, high-value orders, multiple carriers, and international supply chains. Managing updates across different products, markets, and languages requires a post-purchase provider that can handle serious operational complexity. This becomes even more critical when working with 3PLs, who may control carrier relationships and data access. Before choosing a provider, retailers must assess their true level of complexity and ask the tough, technical questions, from tracking multi-leg shipments and managing “dark” linehauls to supporting local market flexibility and specialized delivery scenarios like two-man handling.
How do they work with your tech stack?
When choosing a post-purchase experience provider, the goal isn’t to add another siloed platform; it’s to enhance the technology you already have. With retailers increasingly adopting composable and headless commerce models, integration and flexibility are more important than ever. Instead of relying on monolithic solutions that do everything moderately well, a composable approach lets you combine specialized tools for the best results. The right provider should seamlessly integrate with your existing systems, support multiple channels, and ultimately, make your job easier.
Do they care about your customers’ experience?
The post-purchase stage is the most emotionally charged part of the customer journey, where anticipation can quickly turn into frustration if communication is lacking or issues arise. Every interaction, from order confirmation to final delivery, should be timely, personal, and aligned with your brand voice. A strong post-purchase experience provider understands this emotional arc and uses technology to deliver contextual, personalized updates that build trust, manage expectations, and keep excitement alive, even when challenges like delays or split shipments occur.
Are they future-proof?
Retail trends change consistently, and as the younger generation gains more buying power, future-proofing your post-purchase technology is essential. This means choosing a provider that can handle shifting customer expectations, growing fulfillment complexity, break down data silos between teams, and adapt quickly when disruptions happen. Your solution should integrate seamlessly with your desired architecture, offer flexible data-sharing options, and scale alongside your business so you’re not forced into costly reinvestments a year or two down the road. The right provider is flexible, resilient, AI-powered, and built to evolve with you.
Do they care about your business?
When evaluating a post-purchase experience provider, it’s not enough to tick off technical features. You need a partner who will integrate seamlessly with your systems, adapt to your needs, and be genuinely invested in your success. The right provider will align with your business goals, track the ROI you expect from improved customer retention and repeat purchases, and work alongside you as a true collaborator, not just a software vendor.
Conclusion
Your business and your customers deserve a post-purchase experience provider that is capable, flexible, focused on service, ready for the future, and genuinely invested in your success. Whether you’re a mid-size business looking for ways to grow or a global business looking to increase customer retention rates, a personalized and tailored post-purchase experience is a must in 2025.
