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Understanding post-purchase behavior

This guide will explore the ins and outs of the post-purchase, including what it is, why it matters, and how to optimize it.

Understanding post-purchase behavior

Best practices for effective post purchase communication:

By implementing these best practices and channels for post-purchase communication, you can create a positive post purchase experience, increase customer loyalty, and drive repeat business.


Customer Experience

Use the customer's name, refer to their previous purchase, and include any relevant details about their experience to make the communication feel more personal.


Shipping Communications

Provide customers with information on how to use the product or service, how to get help if they need it, and how to take advantage of any warranties or guarantees.


Best practices

Lern from 700 brands about their best practices in post purchase experience to create best possible customer journey after they bought your products.

Direct to Consumer / German

D2C Post-Purchase Experience​ Study 2023​

An analysis of 50 well-known D2C and corporate brands in Germany Read 

Whitepaper / Global

The ultimate Post-Purchase Guide

What every online retailer needs to know about post-shipment communication. From A to Z with examples and best practices. Read 

Consumer Research / German

Post-Purchase Strategies of Online Retailers in the Home & Living Sector

A special evaluation of 14 Home & Living retailers in the area of shipping & returns Read 

Consumer Research / USA

US e-commerce returns​ study 2022

Findings from orders with the 200 largest e-commerce retailers in the United States, placed between November 2021 and January 2022. parcelLab partnered with YouGov to gather customer insights and shopper perceptions around returns. Read