Connected to your live account, parcelLab Copilot is your in-app AI assistant that can investigate, configure, improve and troubleshoot your post-purchase setup, with every action under your control.
From answer to action
This is how Copilot works in your account. Choose a request and watch it run through.
Extend the return window to 31 January for every order placed in November and December.
Copilot
Your standard window stays as it is. Here is the exception I will add.
Seasonal return window
Awaiting approval
Approved
Applied as a dated exception. Your standard 30-day window is not changed.
Remove the “expected delivery today” line from our Delivered email, across every brand and market.
Copilot
I found the line in every Delivered template, including its translations. Here is the edit.
Edit Delivered message
Awaiting approval
Approved
Saved as drafts. Nothing goes live until you publish.
Why did UK return volume spike last week?
Copilot
UK returns rose 38% week on week, from 3,490 to 4,812. Almost all of the increase sits in one product line: the knitwear range launched on the 3rd.
The dominant reason is “too small”, at 61% of returns for that range against 22% across the rest of the catalogue. Carrier performance and portal completion rates are unchanged, so this is a sizing issue rather than an operational one.
Suggested next step: review the size guidance on those product pages. I can also add a sizing question to your post-purchase survey.
Create a delay notification for US orders with no carrier movement in 48 hours.
Copilot
You had no delay message for the US. Here is the one I have drafted, and when it would send.
New delay notification · US
Awaiting approval
Approved
Created as a draft with the trigger configured. You decide when it goes live.
Audit our returns setup and rank the highest-value improvements.
Copilot
Your US portal is the strongest of the four. These are the gaps elsewhere, highest impact first.
5 recommended improvements
Awaiting approval
Approved
Select the improvements you want and Copilot will prepare each change for approval.
Every request here is a real scenario documented by parcelLab teams. The figures shown are examples, not live account data.
From “what’s happening?” to “make the change.” parcelLab Copilot now stays with you from answer to action.
Already in Copilot
Understand what is happening.
Investigate issues, explore your live data, build reports and get recommendations.
We had a spike in rejected returns in the first week of January. What caused it?
Copilot
Your US return window is 30 days from delivery. That means orders placed in November start expiring from mid-December, right as your returns volume peaks.
Last year you had 1,840 return requests rejected for being outside the window between 20 December and 10 January. 63% of those customers contacted support afterwards.
Three rules set this, all US only.
Extending the deadline would cover the whole holiday period. Want me to prepare that?
New in Copilot
Put Copilot to work.
Set up, configure, improve or troubleshoot your post-purchase experience.
Extend the holiday return window to January 31 for all US orders placed in November and December.
Copilot
I’ll extend the deadline to 31 January for anything ordered between 1 November and 31 December.
Holiday return window · US
Awaiting approval
Current window
30 days from delivery
Proposed
Until 31 January
Applies to
November and December orders
Rules affected
3
Nothing changes until you approve.
Same chat. Same Copilot. You decide whether you need an answer or an action.
Ask Copilot to investigate, create, configure, improve or troubleshoot work across returns, tracking and communications.
Ask what’s happening and Copilot reads your live account, shares findings and what’s causing it.
Asked like this
Why are Royal Mail deliveries in the UK arriving earlier than promised?
Real QUESTIONS FROM RETAILERS
New messages, journeys, audiences, filters, and much more, built from the setup you already run.
Asked like this
Create a delay notification for US orders with no carrier movement in 48 hours.
Real QUESTIONS FROM RETAILERS
The settings changes that used to mean tracing dependencies across your whole account.
Asked like this
Extend the return window to 31 January for orders placed in November and December.
Real QUESTIONS FROM RETAILERS
Copilot checks your setup against what performs, points to where the gains are, and makes the change.
Asked like this
Our Delivered email gets great open rates but barely any clicks. What could we be doing better?
Real QUESTIONS FROM RETAILERS
Copilot traces the problem back through your setup and prepares the exact change.
Asked like this
Return labels are not generating for customers in Austria. Find out why and fix the setup.
Real QUESTIONS FROM RETAILERS
One Copilot for the full job, from understanding what is happening to doing something about it.
Also on the list
Add services, fix status mappings, rotate credentials before labels fail.
Trace missing checkpoints and mismatched statuses to their source.
Campaign, audience, survey, message and journey in one conversation.
Copy translations between accounts and publish every language at once.
Find missing events, failing calls and duplicate webhooks.
Clone proven setups or build new portals, policies and themes.
Adjust recipients, granularity and columns on recurring reports.
Cross-portal visual and content changes from one instruction.
parcelLab Copilot never acts on its own. Every change is yours to approve.
Copilot shows what it plans to change.
New messages and journeys remain unpublished.
Copilot works within the access available to you.
New messages and journeys arrive as drafts you can undo.
Every action is logged with who approved it and when.
Don’t take our word for it – here’s what our early access customers have to say about parcelLab Copilot.
Jennifer Villalba, Director of Customer Experience
32 Degrees
“I wanted it to look just like my other emails that I have set up right now… It was literally done in like two seconds. With Copilot, I created three emails, which took me literally about 10 minutes to do… I feel like that’s something that would take a marketing team probably like a week. It just empowers me more.”
Nancy Gurd, Director CX
Caraway Home
“One of the use cases that I used Copilot for was to look at all the different couriers that we currently have in motion and understand which ones are performing well, which ones might be getting more exception rates. Normally, that would take me about two to three hours just to get the data sets and manipulate it together. But with Copilot, I was able to just prompt it and put it all in one easy place to read and understand and have almost a conversation with it.”
Ashley H., Senior CX Manager
Caraway Home
“I’m already using Copilot to create new flows. I’m using it to help prepare for Q4… Being able to identify what right now is at a more reasonable volume and what those smaller gaps are, I can fill them before we see them really peak at scale come Q4… Instead of waiting for the fire to happen, I can already create messaging. And that’s what I’m really excited for.”
Taylor Johnson, Director of CX
Nathan James
“Being able to utilise Copilot to essentially set that kind of thing up in a day — what would normally have taken a week or more — is game-changing… I can probably get it done so much quicker, which is great because it frees up my time.”
Caela Castillo, Director of CX
JAXXON
“It can edit things for you. It’s creating new things. But it gives you the power to say yes or no… It’s putting things into draft mode… We have so many ideas, but here, if you just take the time to go through those steps in Copilot, it already creates something for you that I can decide if I want to do now or if I need to get anyone else’s approval.”
See what Copilot can already help you understand, create, configure, improve and troubleshoot in your post-purchase setup.
Copilot is the AI assistant available to all users inside the parcelLab app. It works with your live post-purchase data and setup to help you investigate issues, create reports, get recommendations and complete work across returns, tracking and communications.
No. Copilot shows you what it plans to do and what the action will affect before anything changes. New messages and journeys default to drafts, actions remain scoped to your account, and changes are designed to be reversible.
Copilot can support work across returns portals and rules, messages and journeys, tracking pages, carriers and mappings, campaigns and audiences, reports and exports, translations and integrations.
Copilot will indicate that it could not complete the task and provide the available findings or next step.
No. Your existing agreement with parcelLab already covers it, and no new sub-processor is involved. If you’d like more specific AI terms in your contract, we have an AI Addendum available on request.
No. You describe what you want in plain language, the way you’d explain it to a colleague. Copilot works out which settings, rules and templates are involved, and shows you everything it plans to change before it changes anything.
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