Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Use case
Master post-purchase complexity and keep customers coming back
Split shipments, delays, and tricky returns? They don’t have to be a headache. parcelLab takes the chaos out of post-purchase, keeping things smooth, proactive, and stress-free—so customers stay informed, engaged, and happy.
Why retail brands love us
“parcelLab is an excellent PPX platform that enhances customer engagement by providing real-time shipment tracking and personalized updates. Its seamless integration with eCommerce platforms and focus on branding make it a standout solution for improving customer satisfaction and loyalty. Highly recommended for businesses looking to elevate their order tracking experience!”
G2 review, Helen of Troy
Beauty and personal care
“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, SUpply Chain, Ana Luisa
How we help you manage complex post-purchase scenarios
parcelLab takes the stress out of complex post-purchase challenges, keeping customers in the loop and operations running smoothly with real-time updates and smart automation.
Proactively manage exceptions & optimize fulfillment
Delays, lost packages, or fulfillment bottlenecks? Customers shouldn’t be the first to find out. parcelLab empowers brands to anticipate, communicate, and resolve issues in real-time.
KEY FEATURES:
- Unified tracking across carriers & warehouses: bring all fulfillment and logistics data into one branded experience, giving customers real-time visibility no matter the carrier
- Personalized, on-demand updates: Keep customers in the loop at key moments, from unexpected delays to successful deliveries, via email, SMS, or chatbot
- AI-powered fulfillment optimization: Predict delivery risks, prevent bottlenecks, and optimize carrier selection to keep everything running smoothly
Make split orders feel like a single experience
Split shipments shouldn’t mean a fragmented experience. With parcelLab, customers know exactly what’s arriving, when, and in how many packages – eliminating confusion and frustration.
KEY FEATURES:
- Smart split-order tracking: Deliver separate updates for each package while keeping the experience unified
- Predictive arrival windows: Give customers clear timelines for every part of their order
- Consistent messaging across carriers: Maintain branded, personalized communication no matter who’s delivering
Automate approvals and prevent fraud before refunds
Returns should be easy for customers, but smart and strategic for retailers. With parcelLab, you can prevent fraud, automate approvals, and optimize returns based on cost, weight, and sustainability.
KEY FEATURES:
- Smart return approvals: Stop fraudulent returns with custom workflows for high-value items and bulk orders
- Optimized return routing: Automatically send returns to the best location based on item size, warehouse capacity, or sustainability goals
- Hassle-free paperwork: Instantly generate customs forms, tax documents, and invoices for smooth international returns
Turn refunds into retention
Refunds don’t build loyalty—better options do. With parcelLab, you can proactively encourage exchanges, gift cards, and store credit, keeping customers engaged and revenue in your business.
KEY FEATURES:
- Smart exchange suggestions: Recommend the right size, color, or product before a refund is even considered.
- Gift cards and store credit: Give customers the option to choose store credit with bonus value instead of cash back
- Flexible exchanges: Let customers swap for a different-priced item and easily pay or receive the difference
Keep logistics, support and marketing in sync
After checkout, customers interact with multiple teams—support for order issues, marketing for offers, and logistics for tracking. But without alignment, messaging gets messy. parcelLab keeps everything in sync, so every team has the right information at the right time.
KEY FEATURES:
- One source of truth for customer service: Reduce WISMO/WISMR inquiries with instant access to tracking and returns data.
- Personalized post-purchase messaging: Automate updates based on order status, exceptions, and loyalty tiers.
- Seamless cross-team collaboration: Give marketing, logistics, and customer support real-time access to shared insights
Stay ahead of issues – let our Escalation Handling Agent step in first.
Impact of managing complex scenarios with ease
Boost efficiency
Automate exception handling, fulfillment insights, and tracking updates to reduce manual workload and delays in post-purchase operations.
Keep revenue where it belongs
Prevent unnecessary refunds with smarter return approvals, seamless exchanges, and automated fraud detection for high-value items
Keep customers coming back
Keep customers in the loop with consistent, proactive updatesn – no matter the carrier or fulfillment location. More confidence means more repeat purchases.
Unlock insights
Use AI-driven insights on logistics, returns, and delivery performance to streamline operations and keep customers coming back
Every update is a chance to simplify complexity, build trust, and keep customers happy
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Higher average order value
Increase customer lifetime value
Engage return customers with seamless exchanges and incentives that drive higher spending.
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More repeat purchases
Turn returns into retention
Encourage customers to shop again with seamless exchanges and personalized incentives.
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Fewer WISMO calls
Reduce support inquiries
Proactively update customers on orders and returns to prevent unnecessary WISMO calls.
Ready to get started? Transform your post-purchase experience today
Integrations
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.
Get a free assessment of your retail customer experience
We’ll place a real transaction with your brand to uncover gaps in communication, tracking, and returns. See how your experience stacks up—and where you’re leaving revenue and loyalty on the table.
Post-purchase audits reveal the real story. Experience your post-purchase journey through your customers’ eyes.
What our customers told us
“It’s not over-engineered. They’ve taken what a business truly needs and have created that. There is little in the way of configuration from a front end approach and it’s surprisingly refreshing. That way you get what is important, not what you think you want. Don’t get me wrong, they still have the ability to support some edge case reporting requirements and will take feedback on board. The implementation was seamless and very straight forward. Initially our CSR and logistics team weren’t keen on managing yet another system to cater for logistics and customer content. Until they had a demo. And parcelLab, even though the implementation was complete, still supported onboarding of our staff with training and further training if required.”
Steve Exley, Premier Farnell
G2 review, Leading electronics distributor
Why users love parcelLab
Over 150 reviews on G2 and recognition as a Leader in post-purchase prove we’re making a real impact. We were even named one of G2’s Top 50 Supply Chain & Logistics Software products for 2025. But don’t take our word for it – here’s what our customers say.
Maros L., Apparel & Fashion
Validated reviewer via G2
“What I appreciate most about parcelLab is their exceptional approach to managing returns and exchanges. Their “Retain” feature allows for highly customizable return experiences, offering the ability to set return rules, restrictions, exceptions, and refund policies. This level of granularity ensures that I can manage returns exactly the way I want, making the process more efficient and customer-friendly.”
Steve E., Premier Farnell
Validated reviewer via G2
“It’s not over-engineered. They’ve taken what a business truly needs and have created that. There is little in the way of configuration from a front end approach and it’s surprisingly refreshing. That way you get what is important not what you think you want. The implementation was seamless and very straightforward. Initially our CSR and logistics team weren’t keen on managing yet another system to cater for logistics and customer content. Until they had a demo. And PL, even though the implementation was complete, still supported onboarding of our staff with training and further training if required.”
parcelLab user
Validated reviewer via G2
“parcelLab simplifies our entire returns management process. Their specialized features for warranty cases let customers upload photos and set handling rules, streamlining complex issues. Additionally, their exchange features automatically trigger new orders for sizing issues, helping to recover lost revenue. In short, parcelLab efficiently manages our returns and exchanges while also aiding in revenue recovery.”
Your questions, answered
parcelLab unifies tracking across all carriers, warehouses, and regions in a single branded experience. Even if an order is fulfilled from multiple locations or split into different parcels, customers get clear, proactive updates for each package, preventing frustration and unnecessary WISMO inquiries.
Yes! Instead of defaulting to refunds, parcelLab helps you drive exchanges, store credit, and personalized return recommendations. Our platform gives customers more choices, reducing refund rates while boosting retention and revenue.
parcelLab reduces unnecessary inbound inquiries by providing proactive customer updates and equipping support teams with real-time order and return data. No more digging for information – agents can resolve tickets instantly.
Transform your post-purchase experience today
