See every post-purchase moment on your brand
Example segments. Rules can use any customer attribute.
No two brands are alike, and neither are their parcelLab experiences. This preview is just an example of what's possible.
Lightweight everyday trainer with a grippy outsole and a recycled knit upper.
Estimated delivery on Mon, Nov 16 via DHL
Order within a few hours
Deliver to
To
Hi Alex, DHL has collected order #48213. It should arrive .
Hi Alex, your order is running a bit late, but it’s still on its way. The new delivery date is .
Hi Alex, DHL couldn’t deliver your parcel today because nobody was home at:
Alex
Linden Street
Berlin
DHL will try again on the next working day.
Hi Alex, your order was left with your neighbor, as you asked. Enjoy it.
Alder & Co. · View in browser · Contact us
Sent by Alder & Co. because you placed an order with us.
- Ordered
- Shipped
- Out for delivery
- Delivered
Free returns within 30 days of delivery.
This return goes to a manual check, and is refunded as store credit.
For your
Exchanges aren’t offered for this return. It is checked first, then refunded as store credit.
- Returning
- Drop off
- Any DHL parcel shop
- Return by
Hi Alex, here’s the QR code for your return from order #48213. Show it at any DHL parcel shop, no printing needed. Please send it by .
Hi Alex, DHL has your return and it’s due at our warehouse on . We’ll let you know as soon as it arrives.
Hi Alex, it arrived at our warehouse this morning and our team is checking it now.
Alder & Co. · View in browser · Contact us
Sent by Alder & Co. because you placed an order with us.
Customers say it runs a little small. Most who returned it for size went one size up.
Customers say it fits as expected. Very few returns mention the size.
Copilot can make mistakes. Check important details.
Try one of theseQueried delivery exceptions by carrier
DHL had the most, with 795 parcels and a 4.2% exception rate. Most were failed delivery attempts.
| Carrier | Parcels with exception | Exception rate |
|---|---|---|
| DHL | 795 | 4.2% |
| DPD | 289 | 3.1% |
| UPS | 193 | 2.6% |
Prepared a return window change
- Orders placed
- Return by
- Applies to
- Returns portal
Monitor your agents and review the conversations that need attention.
Open an agent to review its conversations and settings.
Help customers with order, return and refund questions. Review replies and support handoffs here.
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Where is my order? Shared the latest DHL scan. Alder & Co. chat agent Completed 7:58 am
-
New delivery address. Handed over to the service team. Alder & Co. email agent Support handoff 7:08 am
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Delayed parcel. Shared the new delivery date. Alder & Co. chat agent Completed Yesterday
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Can the parcel wait at a pickup point? Alder & Co. chat agent Running Just now
From: Alex <alex@example.com> To: Alder & Co. <support@alder.example>
Customer message: I dropped the parcel off at the DHL parcel shop on . Alex
Quoted: Hi Alex, a few days ago you registered a return for order 48213. It hasn’t been handed to the carrier yet, so please send it within the next 5 days. If you’ve already sent it, you can ignore this message.
Hi Alex,
thanks for letting us know. Your return for order 48213 was scanned at a DHL parcel shop on , so you can ignore the reminder. It hasn’t reached our warehouse yet.
What happens next? DHL brings your parcel to our returns team. Please keep your drop-off receipt until the return is complete. Your refund follows within 3-8 business days of arrival.
Best wishes,
The Alder & Co. team
This answer was written with AI support.
- Turns
- 1
- Tool calls
- 2
- Run status
- Completed
- Agent
- Alder & Co. email agent
- Conversation
- #10482
- Last activity
Completed means the agent finished running. It does not confirm delivery or resolution.
Return drop-off confirmation
Alex replied to a return reminder to say the parcel was dropped off. The agent confirmed the DHL drop-off scan from , said the return hasn’t reached the warehouse yet, and explained the next steps and refund timing.
Test different versions of your messages to see which one performs better.
| Version | Recipients | Open rate | Unique click rate |
|---|---|---|---|
| Original Your order is on its way | 6,214 | 61.2% | 9.8% |
| Variant Winner Good news: your order has shipped | 6,198 | 64.5% | 12.4% |
The variant had the higher unique click rate.
| Carrier | Shipments | Exception rate | On-time dispatch |
|---|---|---|---|
| DHL | 18,940 | 4.2% | 98.9% |
| DPD | 9,310 | 3.1% | 98.4% |
| UPS | 7,420 | 2.6% | 98.1% |
- Failed attempt 38%
- Time issue 22%
- Address issue 14%
- Misrouted 9%
- Other 17%
- DHL 2.4
- DPD 2.9
- UPS 3.2
| Carrier | Delivered | On time | Failed attempt |
|---|---|---|---|
| DHL | 18,410 | 97.6% | 3.1% |
| DPD | 9,050 | 96.8% | 2.9% |
| UPS | 7,230 | 96.9% | 2.4% |
| Order | Carrier | Last checkpoint | Days without update | Status |
|---|---|---|---|---|
| #48213 | DHL | Delay at sorting hub, Leipzig | 1 | Delay risk |
| #48197 | DPD | Arrived at depot, Hamburg | 3 | Late |
| #48166 | UPS | Departed facility, Cologne | 4 | Late |
| #48102 | DHL | Handed over to DHL | 5 | No update |
A predicted date on the product page instead of a generic "3-5 days". Change the location and the date updates. The same prediction carries into checkout for each delivery option, with order protection as an optional add-on. Sent from your domain in your design, not the carrier's. The tracking button brings shoppers back to your site. Carrier data shows the delay, so the shopper hears it from you first. Members get a priority note on top. When the carrier misses the shopper, the email says when it tries again and how to rearrange the delivery. Asks for a rating while the moment is fresh, and makes up for the delay with a voucher. Try the stars. Tracking lives on your site, not the carrier's: scans in plain language, next to your own promotions. When carrier data shows a delay, the page explains it and shows the new date before the shopper has to ask. On delivery day the page shows the time window and links to the carrier's options if nobody is home. After delivery the page moves on to returns and the next purchase. The agent answers from live order and tracking data, in chat or as a reply to your order emails. It explains a delay with the new date from carrier data, the same date your emails and order tracking page show. Outside its limits, it points to the carrier's options and hands over to your team with the conversation. Shoppers start on your domain with their order number and email. Holiday orders get a longer return period. Return rules run per item and per customer: switch to a flagged customer and only store credit is offered. Exchange for another size, or for a different item at another price: the shopper pays or gets the difference. One QR code for drop-off and a summary of what happens next. Status emails take it from there. Sent the moment a return is registered, with the QR code and the date to send it back by. The carrier's scans drive the progress bar, so shoppers see where their return is without asking. Switch the customer: members are refunded at drop-off, flagged returns are checked before any refund. The fit comes from your returns data: the "too small" and "too large" reasons for each product, updated daily. Shoppers see a clear verdict and how sure it is before picking a size. With too little data it stays neutral. Returns go through the same flow as your returns portal, so the same return periods and final-sale rules apply. The return is registered in the conversation, with no form to fill in. Refund questions get the return's own status instead of a generic timeline. Copilot works inside your parcelLab account. New chats start in View only mode: it can look but not change. Ask about your own data in plain words, such as delivery exceptions by carrier, and get the numbers back. Copilot can turn a request into a change. It prepares a draft, and nothing goes live until you approve it. One place for every agent, its conversations, and the runs that failed or are still running. Each conversation shows the email thread, the agent's answer, its run details and a summary. Test two versions of an email: pick the message, the dates, and how many shoppers get the new version. Opens and unique clicks for each version. The higher unique click rate wins, and you apply it in one click. Parcels and articles shipped, on-time dispatch and return-to-sender rate, by month and by carrier. How many parcels had an exception, the rate over time, and which types are most common. Days from order to delivery attempt, split into each step, so slow carriers and warehouses stand out. Parcels at risk of a delay, late or without updates, to investigate before shoppers ask. How Delivery Promise works
Open on desktop to see it on your store.
No two brands are alike, and neither are their parcelLab experiences. This preview is just an example of what's possible.