Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Offer flexible returns
Reduce refunds and drive retention with smarter return and exchange options
In today’s dynamic retail landscape, a one-size-fits-all returns policy doesn’t suffice. Give your customers versatile return options that cater to their preferences, ensuring a seamless experience that fosters trust and repeat business, all while protecting your bottom line.
What we deliver
While simplifying returns for customers, retailers can also
Offer flexible ways to return
Offering a range of return options allows customers to choose what best fits their needs. By enabling omnichannel returns, self-service portals, and digital return labels, businesses can simplify the returns process while improving convenience for shoppers. This flexibility enhances customer confidence and ensures a seamless post-purchase experience.
Encourage exchanges over refunds
Retailers can retain revenue by promoting exchanges and store credit instead of outright refunds. Customers can swap items for different sizes or colors, receive instant store credit, or benefit from incentives like discounts on their next purchase. These options encourage continued engagement and minimize lost sales.
Optimize operational efficiency
Seamless data integration and automation help retailers reduce return-related inefficiencies. By connecting return systems with order management and inventory tracking, businesses gain real-time visibility into return trends. This enables better decision-making, improves inventory restocking, and reduces unnecessary costs.
Provide flexible return policies
Customizable return policies help retailers cater to different customer needs and business models. Offer extended return windows for loyal customers, tiered return options based on product category, and hassle-free no-receipt returns, businesses can enhance the customer experience while balancing operational costs.
From return to reconversion – effortless, automated, and built for retention
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More repeat purchases
By surfacing personalised offers, product recommendations, or incentives during the return process, retailers can drive re-engagement and encourage customers to shop again—before they even complete a return.
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Higher average order value
Encourage higher spend by showcasing relevant products and offers during the return process—turning a return into a new purchase opportunity.
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New touchpoints
Leverage proactive communications and prevent inbound inquiries by keeping customers informed during the returns process.
Ready to get started?
Turn your delivery experience into a competitive advantage
Key capabilities
Turn returns into retention opportunities
Boost retention and loyalty by offering personalised, cost-effective return incentives that keep customers coming back.
KEY FEATURES:
- Offer alternative compensation methods, such as store credit or direct exchanges, to encourage repurchases and strengthen customer loyalty.
- Personalize retention offers based on customer purchase history, product type, or return reason, ensuring tailored incentives that maximize lifetime value.
- Allow customers to keep an item in exchange for a partial refund, reducing shipping and restocking costs while maintaining revenue. Enhance customer satisfaction by eliminating unnecessary return steps.
Enable partial & split returns
Give customers more control with flexible return options and accurate tracking across multiple locations.
KEY FEATURES:
- Allow customers to return select items from an order while keeping the rest, improving the return experience.
- Support multi-location returns, ensuring returned items go to the correct warehouse or store based on SKU, region, or carrier availability.
- Provide real-time tracking for each return segment, preventing lost items and enhancing operational efficiency.
Unlock upsell opportunities within the returns process
Drive upsell opportunities during the return journey with smart product suggestions, exclusive offers, and targeted promotions.
KEY FEATURES:
- Showcase targeted promotions with campaign banners placed within the return portal, highlighting relevant products, loyalty programs, or exclusive discounts to re-engage customers.
- Guide customers toward higher-value exchanges rather than refunds by suggesting alternative products or upgrades, turning returns into a cross-selling opportunity.
- Reinforce upsell messaging through proactive email and SMS updates, integrating exclusive offers and product recommendations on the branded return status page.
Streamline global returns with cross-border & multi-warehouse handling
Simplify global returns with automated routing, smart exchanges, and flexible rules that adapt to customer and product needs.
KEY FEATURES:
- Automate international return processing, directing shipments to the appropriate regional warehouse for faster handling and restocking.
- Enable instant exchanges by dynamically suggesting relevant replacement products based on real-time inventory availability, reducing refund rates.
- Implement custom return rules that adjust based on VIP status, seasonal promotions, or product-specific criteria, ensuring a seamless and efficient return flow.
Offer customers multiple return options
Give customers the freedom to return their way with multiple methods, convenient drop-off options, and premium pickup services.
KEY FEATURES:
- Provide a range of return options, including print-at-home labels, QR codes for paperless drop-offs, and in-store returns, allowing customers to choose what works best for them.
- Enable premium doorstep pickup services for high-value or oversized items, offering a white-glove experience for top-tier customers.
- Use geo-targeting to display nearby drop-off points, simplifying the process by directing customers to the most convenient return location.
Let parcelLab’s conversational returns agent handle the heavy lifting
Built for Experience Designers dedicated to post-purchase excellence
With parcelLab’s delivery experience platform, brands can take full control of tracking, updates, and customer communication—offering a branded portal, real-time notifications, and complete shipment visibility to reduce WISMO, build trust, and turn deliveries into a seamless brand experience
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.
parcelLab user, Apparel & Fashion
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.”
parcelLab user, Retail
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.”
parcelLab user, IT
Validated reviewer via G2
“Switching to parcelLab has made handling returns simpler for us. The platform has a straightforward process. We were able to adjust some settings to match our preferences for handling returns. Compared to before, managing returns with parcelLab has been a more organized and less stressful experience.”
parcelLab user
Validated reviewer via G2
parcelLab has redefined our strategy, resulting in a notable rise in revenue. The platform facilitates the effortless display of related products and simplifies exchanges, offering more than mere logistic solutions.
Rachel T., New Look
Validated reviewer via G2
“parcelLab allows us to communicate to our customers about their orders and returns in a consistent clear and simple way. We can personalise our communications to have our branding. We can run campaigns through PL systems to communicate additional information to customers.”
parcelLab user, Retail
Validated reviewer via G2
“The ability to send personalized notifications has strengthened our customer relationships. Customers appreciate the tailored updates, and it adds a personal touch to our brand.”
parcelLab user, Retail
Validated reviewer via G2
“Before using parcellab, our communication to our customers about parcel status was far from perfect. Now, we inform them about every step their parcel takes on the way, while also communicating their possibilities of a return, our support hotline and pushing reviews. We also gained valuable insights into the effectiveness of our shipping process.”
Maroš L., Apparel & Fashion
Validated reviewer via G2
“Best tool for multicarrier tracking and return communication to consumers.”
Lothar M., Logistics & Supply Chain
Validated reviewer via G2
“It’s now way easier to handle returns and keep customers informed. The consistent experience across regions is strengthening our brand, and the insights from the data are helping us improve – our customers are happier and coming back.”
Praveen R., Retail
Validated reviewer via G2
“parcelLab has reduced the frustration previously felt by both customers and our customer service team during the returns process. Their solution has brought much-needed transparency.”
parcelLab user
Validated reviewer via G2
“Upon implementing parcelLab, we experienced an immediate ~20% drop in WISMR requests, which significantly lowered the load on our customer service team. Their satisfaction has noticeably improved along with that of our customers.”
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through targeted product recommendations
Using parcelLab’s technology, New Look will be able to undertake direct communications with customers, including important information updates on the status of their orders. It will also enable the fashion brand to make personalised and relevant recommendations to shoppers on additional items they may be interested in based on previous purchase behaviour, supporting the brand’s growth aspirations.
Nick Ormerod
Director of eCommerce, New Look
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
Your questions, answered
Yes. With parcelLab’s flexible return rules, you can set different return windows, eligibility criteria, and refund options based on customer loyalty, product type, or order history.
Yes! With parcelLab, you can provide multiple refund options, including store credit with bonuses, gift cards, or original payment refunds, helping retain revenue while offering flexibility to customers.
Absolutely. Our portal supports partial returns, split shipments, and multi-location returns, ensuring that returned items are routed efficiently based on SKU, warehouse, or region.
The portal suggests relevant exchange options in real time, leveraging inventory data and AI-driven recommendations to encourage product swaps over refunds, helping retailers retain more revenue.
Design experiences that create customers for life
