Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Operations and logistics
Empower your logistics team with smarter, data-driven decisions
Optimize your delivery network, reduce exceptions, and enhance supply chain visibility with real-time insights.
Logistics teams face operational hurdles every day
From managing carrier performance to reducing WISMO (Where Is My Order) inquiries, your team is at the heart of ensuring a seamless post-purchase experience. We equip logistics leaders with the visibility and control needed to optimize lead times, reduce exceptions, and enhance delivery reliability.
“parcelLab pays for itself year-over-year by maintaining the predictability of our WISMO volume, bringing in incremental value through email and tracking page revenue, and connecting qualitative CX insights and OPS performance data to continue optimizing and reengineering the way we deliver on our post-purchase promise.”
Julia Babina
VP of Supply Chain
“By having post-purchase communication and DIY returns portal integrated into one platform has allowed us to work closer than ever before and remove silos. The automation capabilities offered by the returns portal has lowered WISMO tickets significantly.”
Richard Wang
eCommerce and Retail Operations Manager
How parcelLab helps Operations & Logistics teams
Optimize delivery performance
Gain visibility into carrier lead times and service levels.
Manage split-shipment updates
Reduce exceptions and delays and proactively identify bottlenecks and inefficiencies.
Lower WISMO inquiries
Empower customers with real-time tracking and proactive updates.
Improve return logistics
Streamline reverse logistics and minimize return-related disruptions.
With parcelLab you can
Get real-time carrier performance insights
Monitor carrier performance, identify trends, and take proactive steps to optimize last-mile delivery.
KEY FEATURES:
- Carrier performance benchmarking—Compare on-time delivery rates, lead times, and exception rates to industry standards and optimize carrier selection.
- Customizable dashboards for lead times and delays—Track real-time carrier performance metrics with filterable insights by region, carrier, or shipping method.
- Exception detection—Our AI analyzes patterns in late deliveries, recurring disruptions, and high-risk carriers, so you can fix them before they impact customers
Proactively manage exceptions
Detect potential delays before they impact customers and take action to resolve disruptions efficiently.
KEY FEATURES:
- Predictive analytics for exception handling—Use AI-powered forecasting to anticipate disruptions, such as weather-related delays or carrier bottlenecks.
- Automated alerts for at-risk shipments—Get real-time notifications on delays, failed deliveries, and lost shipments, allowing for faster intervention.
- Data-driven resolution recommendations—Gain intelligent, pre-configured recommendations for escalating cases, re-routing shipments, or proactively informing customers.
Improve reverse logistics
Gain insights into return rates and optimize logistics strategies to reduce operational costs.
KEY FEATURES:
- Return rate analysis and trend tracking—Identify patterns in returns by product category, region, or customer behavior to improve product quality and logistics planning.
- Automated return authorization workflows—Reduce manual processing with auto-approval rules, fraud detection mechanisms, and policy-driven return management.
- Carrier cost and performance optimization—Compare return shipping costs, transit times, and carrier success rates to ensure cost-effective and efficient returns handling.
Just ask parcelLab Copilot
The in-app AI assistant is here to help Operations and Logistics teams unlock the full potential of parcelLab’s post-purchase platform.
How do I track a
shipment in real-time?
You can easily track a shipment by using the search and filter functionalities on the Trackings page. Enter the tracking number or use criteria like carrier and warehouse to view real‑time details, including exceptions, current status, and estimated delivery time.
How do I update the delivery date for a shipment?
If there is a schedule change or updated delivery information, you can send an update for that tracking record. Our system adds these new details as supplementary information rather than replacing the existing data. This way, you always have a complete history of the tracking record.
How do I manage exceptions or delayed shipments?
In case of a shipment delay or a delivery exception, you can use the platform to review detailed tracking data that highlights any issues along the delivery route. This insight lets you proactively trigger follow‑up communications to resolve the issue and inform your customers about any delays.
Work seamlessly with your existing tools
Seamlessly integrate with major carriers, customer service platforms, CRM, ERP, and logistics systems to reduce WISMO and WISMR calls. Optimize workflows, accelerate inquiry resolution, and keep every touchpoint connected for a smoother post-purchase experience.
72%
positive feedback on post-purchase communication
“We believe that the customer experience should be from the FARFETCH brand. One of the challenges of FARFETCH’s pioneering business model, combined with an intricate fulfillment chain, is being able to communicate this complexity to our customers. Therefore, it’s important to have the FARFETCH brand in front of our customers, which parcelLab enables us to do.”
Stuart Hill
SVP of Logistics, FARFETCH
What our customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
What our customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
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