✷ New in parcelLab Copilot

Ask Copilot.
Then let it do the work.

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.

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From answer to action

Pick a request. Watch Copilot work.

Copilot reads your live setup before it proposes anything, shows you exactly what it plans to change, then waits.

parcelLab Copilot

Extend the return window to 31 January for every order placed in November and December.

Copilot

Reading your current return windows30 days from delivery

Finding the rules this would touch3 rules, US only

Checking for conflicts with carrier cut-offsNo conflicts

Preparing the seasonal exceptionReady for review

Your standard window stays as it is. Here is the exception I will add.

Seasonal return window

Awaiting approval

Approved

Orders placed1 Nov – 31 Dec

Return by31 Jan

Rules affected3

MarketsUnited States

Applied as a dated exception. Your standard 30-day window is not changed.

Return window extended Live for US orders · Reversible anytime

parcelLab Copilot

Remove the “expected delivery today” line from our Delivered email, across every brand and market.

Copilot

Finding every Delivered message on the account9 templates, 3 brands

Checking which markets use this line6 markets

Checking translations for the same line6 languages

Preparing the editReady for review

I found the line in every Delivered template, including its translations. Here is the edit.

Edit Delivered message

Awaiting approval

Approved

Templates9

Brands3

Markets6

StatusUnpublished drafts

Saved as drafts. Nothing goes live until you publish.

9 templates updated Drafts saved · Ready to review

parcelLab Copilot

Why did UK return volume spike last week?

Copilot

Reading returns for the last 14 days4,812 returns

Comparing against the previous period+38% week on week

Breaking down by reason and product1 outlier found

Checking carrier and portal performanceNo issues found

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.

parcelLab Copilot

Create a delay notification for US orders with no carrier movement in 48 hours.

Copilot

Reading your US delivery journey1 journey, 2 brands

Checking existing delay messagesNone for US

Checking available tracking dataCarrier checkpoints available

Drafting the message and triggerReady for review

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

Trigger48h without checkpoint

AudienceUS orders in transit

ExcludesDelivered, cancelled

StatusUnpublished draft

Created as a draft with the trigger configured. You decide when it goes live.

Delay notification created Draft saved · Trigger configured

parcelLab Copilot

Audit our returns setup and rank the highest-value improvements.

Copilot

Reading every returns portal on the account4 portals · US, UK, DE

Checking return reasons and eligibility rules17 rules

Comparing against your best-performing portalUS portal leads

Ranking the gaps by impact5 improvements found

Your US portal is the strongest of the four. These are the gaps elsewhere, highest impact first.

5 recommended improvements

Awaiting approval

Approved

No photo required on damage returnsUK, DE

No exchange option offeredDE

Return reasons untranslatedDE

Carrier not restricted by countryNot set

Portal branding out of dateUK

Select the improvements you want and Copilot will prepare each change for approval.

3 changes prepared Drafts saved · Ready to review

Every request here is a real scenario documented by parcelLab teams. The figures shown are examples, not live account data.

Your setup. Your use case. Copilot gets to work.

Join early access and try it in your own parcelLab account.

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Answers were just the start. Now Copilot does the work.

From “what’s happening?” to “make the change.” Copilot now stays with you from answer to action.

Available now

Ask

Understand what is happening.

Investigate issues, explore your live data, build reports and get recommendations.

Why are USPS return labels failing for customers in California?

Copilot

I looked at the last seven days. There are 42 failed label attempts, and every one of them is a California order shipping out of your Reno warehouse. They’re all on USPS Ground Advantage.

The cause is upstream of USPS: the Reno origin ZIP isn’t in your USPS account mapping, so the label request is rejected before it ever reaches them. Orders from your other warehouses are unaffected, which is why this only shows up in California.

Adding the Reno origin ZIP to the USPS mapping should clear it. Want me to prepare that change?

New in Copilot · Early access

Do

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

Your US return window is currently 30 days from delivery, so November orders start expiring in mid-December — right when your returns volume peaks.

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

Nothing changes until you approve.

Approve

Edit request

Same chat. Same Copilot. You decide whether you need an answer or an action.

From finding the problem to fixing it.

Ask Copilot to investigate, create, configure, improve or troubleshoot work across returns, tracking and communications.

Find out what is actually going on.

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 requests in this area

Trace missing checkpoints and mismatched statuses back to their source.
Compare returns portal registration volumes across multiple accounts.
Analyze late deliveries for one carrier in a single market.
Identify top returned products and the reasons.
Analyze average return transit and handover times.

Say what you need. It gets built.

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 requests in this area

Add failed-attempt and pick-up-ready messages.
Build an email master template for a new market.
Duplicate a journey and message flow for a newly added brand.
Clone a returns portal for a new country rollout.
Launch a campaign with a post-delivery feedback survey.

Change the rules without hunting for them.

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 requests in this area

Configure different return windows by market.
Restrict return-carrier options by destination country.
Prevent a non-returnable product from receiving a return label.
Add a return reason that requires a photo proof.
Route returned items to the correct warehouse by item type.

It shows you what could work better.

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 requests in this area

Publish a finalized message version in every language at once.
Remove a content block from every email template in an account.
Update all messages to a formal tone of voice.
Audit post-purchase emails for stronger CTAs and product recommendations.
Compare shops by open and click rates, then recommend template fixes.

Find the cause, then fix it.

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 requests in this area

Diagnose why a return reason will not show for a specific order.
Fix a tracking page with an incorrect URL or contact details
Rotate carrier credentials before labels start failing.
Find shipments with no carrier update in 24 hours
Reconcile orders whose status does not match the carrier’s.

One Copilot for the full job, from understanding what is happening to doing something about it.

Also on the list

You stay in control.

Copilot never acts on its own. Every change is yours to approve.

Review before anything happens

Copilot shows what it plans to change.

Drafts by default
‎

New messages and journeys remain unpublished.

Scoped to your account

Copilot works within the access available to you.

Reversible
‎

New messages and journeys arrive as drafts you can undo.

Audit trail

Every action is logged with who approved it and when.

Try the new Copilot capabilities in early access.

Copilot already helps you investigate, explore data and get recommendations. Now it can also create, configure, improve and troubleshoot your post-purchase setup.

What you get with early access:

Work on your real account — Copilot reads your actual setup, so what it proposes fits what you already run.
Join a live peak-prep session — We’ll show you how to use Copilot to get your post-purchase setup ready for peak.
Get a direct line to the team building it — Your feedback goes straight to the Copilot team and helps shape what comes next.

Request early access

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Your questions, answered

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.

Today, you can ask Copilot questions about your live account, investigate operational issues, explore performance, build reports and get recommendations.

Early access lets Copilot go beyond answers. You can ask it to create, configure, improve or troubleshoot parts of your post-purchase setup, then review and approve the proposed action before it is carried out.

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.

Yes. Early-access customers will be onboarded using their real parcelLab setup rather than a separate sandbox. Access remains restricted to the accounts and capabilities made available during onboarding.

Copilot will indicate that it could not complete the task and provide the available findings or next step.