Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Personalize returns journey
Turn returns into a personalized, loyalty-building experiences
Every returns experience is an opportunity to build trust and loyalty with your customers. We help brands deliver seamless, personalized returns that reduce churn, encourage exchanges, and build trust.
What we deliver
While simplifying returns experiences for customers, retailers can also
Proactively guide customers
Keep customers informed and confident throughout the return journey with branded communications. From real-time tracking to dynamic messaging, deliver a seamless experience that builds trust and drives loyalty.
Deliver personalized returns at scale
Deliver tailored return options based on customer preferences, behavior, or purchase history. Increase retention by offering flexible solutions like instant refunds or store credit that keep customers coming back.
Smarter personalization
Use AI-powered analytics to understand return behaviors and tailor experiences accordingly. Offer predictive recommendations, identify patterns to reduce returns, and personalize customer journeys to encourage retention.
Convert returns into retention
Encourage exchanges over refunds by offering smart recommendations based on purchase history. Engage customers with post-return incentives like personalized discounts or loyalty rewards to drive repeat business.
Personalized experiences that drive real results
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More repeat purchases
Turn the returns process into a revenue opportunity by embedding personalized product recommendations, loyalty offers, or exchange options within the returns flow—encouraging customers to shop again before they even finish returning.
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Higher average order value
Engage customers at the point of return with smart upsell and cross-sell opportunities. By offering relevant product suggestions or incentives during the returns experience, retailers can drive higher-value purchases and boost overall order profitability.
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Fewer WISMO calls
Reduce return rates by setting clear expectations up front. From providing transparency into return transit times to applying custom eligibility rules, retailers can discourage unnecessary returns and create a smoother, more predictable experience for both customers and internal teams.
Ready to get started?
Turn your delivery experience into a competitive advantage
With parcelLab you can
Optimize returns with intelligent automation
Streamline every step of the returns process with AI-powered automation, intelligent approvals, and optimized routing that saves time and reduces costs.
KEY FEATURES:
- Use AI-driven insights to get ahead of return patterns, spot emerging trends, and fine-tune your workflows—helping you cut down on processing time and reduce operational costs.
- Automate return approvals with intelligent, rule-based systems that check eligibility, flag potential fraud, and apply your policies in real time—so your team can focus where it matters most.
- Simplify logistics with smart return routing, making sure each item goes to the right location for faster processing, restocking, or refurbishment.
Custom return rules for every shopper
Easily manage return logic with flexible rules that adapt to customer needs, product types, and business policies.
KEY FEATURES:
- Let customers share why they’re returning with customisable return reasons—from predefined text and internal codes to optional descriptions or image uploads for cases like damaged items.
- Set flexible return periods that reflect your business logic—whether it’s a trial, warranty, or grace period—dynamically adjusting eligibility based on order date, customer segment, or active promotions.
- Offer the right outcome for every scenario with tailored compensation methods—like refunds, store credit, or exchanges—mapped to return reasons for a seamless, policy-aligned experience.
Keep customers in the loop with proactive return updates
Keep customers informed and confident with timely, personalised return updates across every channel.
KEY FEATURES:
- Automate event-based triggers to send real-time notifications at every key return milestone—from initiation through to refund—so they always know what to expect next.
- Deliver more relevant updates with dynamic messaging that adapts to order details, product types, return reasons, or customer segments—creating a more personalised, engaging experience.
- Connect through the channels your customers actually use—email, SMS, WhatsApp, or branded tracking pages—to reduce WISMO and WISMR inquiries while staying true to your brand experience.
- Stay ahead of issues with proactive exception management, sending targeted updates if delays or problems occur to keep customers reassured and support teams free to focus where it counts.
Streamline returns with seamless warehouse integration
Streamline returns from warehouse to refund with real-time updates and automation that keeps everything moving.
KEY FEATURES:
- Speed up the returns process by automating verification and instantly marking items as complete the moment they’re received—no manual delays or bottlenecks.
- Keep warehouse operations in sync with real-time updates to ensure accurate tracking, fewer errors, and smoother handoffs across teams.
- Make refunds feel effortless by triggering payouts automatically as soon as a return is approved—giving customers a faster, more seamless experience.
Deliver a seamless omnichannel return experience
Make returns effortless by offering flexible, omnichannel options that fit seamlessly into your customers’ lives.
KEY FEATURES:
- Give customers a seamless experience by unifying online and in-store returns—so they can start and complete returns wherever it’s most convenient, without any extra steps.
- Let shoppers choose what works for them with flexible return methods like mail-in, in-store exchanges, or scheduled pickups—making the process simple and on their terms.
- Reduce friction even further by expanding drop-off options through carrier partners, retail locations, or locker networks—giving customers more ways to return, hassle-free.
Let parcelLab Copilot do the heavy-lifting for you
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.
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
“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, 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.”
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.”
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.”
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.
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.”
6427
man hours saved
“Returns are a core part of any shopping experience. It’s less a question of ‘if’ and more ‘when’. Here at Conrad, we want to offer the most seamless post-purchase, so our customers know every step of their experience matters. Now, with the online returns portal, we have an uncomplicated solution that informs both our teams and customers of a parcel’s delivery status. This information makes us better at resolving queries, saves on time and builds customer trust and loyalty over time”
Silvio Heider
Business expert, Project & digital process management, CONRAD
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! Our platform allows you to configure return windows, eligibility rules, and compensation methods based on product category, order value, customer loyalty status, or purchase history. You can also apply conditional filters to enforce different return periods for promotions or VIP customers.
Yes! Our platform lets you define specific compensation options based on the selected return reason. For example, damaged items may qualify for exchanges or repairs, while buyer’s remorse returns can be limited to store credit—ensuring full control over refund policies and reducing revenue loss.
Our system integrates directly with your warehouse management system (WMS) to automate return processing. Once a return is received, the platform can trigger inspections, restocking, and refunds while updating inventory in real time. Barcode or QR-code scanning further speeds up processing and improves accuracy.
Our self-service returns portal seamlessly integrates with your CRM, ERP, and WMS, ensuring real-time data sync. Customers can initiate returns, track status updates, and select compensation options while warehouses receive automated processing instructions, improving operational efficiency.
Design experiences that create customers for life
