Returns Experience Platform

A Bespoke Customer Returns Journey

Via a Made-to-Measure Returns Management Platform

We have expertise across 550+ brands bringing together customer experience and operational processes enriched with data for an end-to-end returns experience.

Create a consistent and seamless customer experience throughout the returns journey by connecting your warehouses, carriers, payment systems and proactive customer communications. 

Store illustration with tracking page

What customers love about our returns experience…

A Low Effort Process

Customers can find your returns page embedded right in your online retail experience or directly from any post-purchase communications for simple and fast online returns. Whether buying from your eCommerce shop, a marketplace or through subscription box services, your customers will be empowered to start returns without assistance.

returns process
Returns email with QR code

Flexible Options

With our returns platform you can give customers the flexibility to choose from exchange or refund options or pick the most convenient shipping, drop-off, or return to store locations. Take it a step further and add maps, shop opening times and even the weather to returns confirmation messages to make in-person returns even more convenient.

A Better Experience

Remove the anxiety of making returns with personalized, branded drop-off reminders, delay alerts, delivery success and reimbursement notifications sent via email, SMS, and chatbot. Proactive communications are triggered from carrier updates and integrations with your operational systems to keep customers updated on claim approvals, repair, exchange or refund process steps and inflight package tracking. No need to contact support or refresh banking apps waiting for payment processing.

returns confirmation email
returns email mockup

parcelLab is better for the planet 

Show customers you care about a more sustainable returns experience. Go paperless with us! Stop sending shipping labels and RMA slips in every box. Use QR or bar codes for no box/no label drop-off in store options. Let customers print at home only when they need to so we can all feel good about going green.

Want a walk-through of the platform?

What brands love about our returns platform… 

Flexibility & Ease
of Implementation

With ready-made APIs, easy integration snippets for your site and communications templates you can be live and managing returns online in less than one month- no technical resources needed. For more complex setups we have a team of engineers and implementation specialists standing by to customize parcelLab to work for you.

returns portal
carriers in a bubble

A Powerful Worldwide Network

We are directly connected with 300+ partners serving more than 220 countries, and our partnerships are growing every day.

But Operations Experience Management is about connecting more than just carrier data, it’s bringing together your OMS, CMS, Warehouse, 3PL, and customer service platforms like Zendesk and Salesforce. The parcelLab platform can integrate with most common eCommerce systems.

Complete Brand Control

Get a fully branded returns management solution from a returns experience page embedded right in your site to fully customizable emails for an integrated outbound journey.

Segment customers and choose what promotional content, social media integration, or recommended products you showcase to make every touchpoint count. Keep customers from leaving your ecosystem to track returns. Drive more engagement on your website and social channels for more traffic and higher conversions.

Nespresso returns email

Analytics That Drive Better Decision Making

Logistics, supply chain, product and marketing teams can access meaningful data on returns reasons, operational insights, and carrier performance all in one platform and integrated into your existing systems to:

  • Forecast return volumes and reduce warehouse processing time.
  • Adjust shop info like product descriptions or fit instructions on the fly to reduce returns.
  • Keeps carriers accountable for performance standards.
returns portal dashboard

Save Time and Money with Fewer Returns

Reduce transportation and processing time and cut costs by preventing more ineligible purchases from being returned. Our returns platform is completely configurable with flexible options for your business policies.

Design your eligibility rules and logic based on time period, type of product, customer segments, product value or return reasons. Or enable extended reason codes for warranty or repair management, collect photos, comments, second-hand owner details, or claims information on purchases through third-party providers.

returns email
parcellab zendesk app

Less Stress on Customer Service

Avoid using expensive call center resources initiating returns and answering “Where is my refund” calls. A self-service returns experience, warehouse and payment system integrations and proactive communications deflect most returns calls. Integrations with Zendesk and Salesforce can automatically generate tickets for more complex returns with product information, photos and label details so customer service agents can approve and close tickets faster and reduce customer effort.

Store illustration with tracking page

We have expertise across 550+ brands bringing together customer experience and operational processes enriched with data for an end-to-end returns experience.

Create a consistent and seamless customer experience throughout the returns journey
by connecting your warehouses, carriers, payment systems and proactive customer communications.

What customers love about our
returns experience…

A low effort process

Customers can find your returns page embedded right in your online retail experience or directly from any post-purchase communications for simple and fast online returns. Whether buying from your eCommerce shop, a marketplace or through subscription box services, your customers will be empowered to start returns without assistance.

returns process

Flexible Options

With our returns platform you can give customers the flexibility to choose from exchange or refund options or pick the most convenient shipping,  drop-off, or return to store locations. Take it a step further and add maps, shop opening times and even the weather to returns confirmation messages to make in-person returns even more convenient.

Returns email with QR code

A Better Experience

Remove the anxiety of making returns with personalized, branded drop-off reminders, delay alerts, delivery success and reimbursement notifications sent via email, SMS, and chatbot .

Proactive communications are triggered from carrier updates and integrations with your operational systems to keep customers updated on claim approvals, repair, exchange or refund process steps and inflight package tracking. No need to contact support or refresh banking apps waiting for payment processing.

returns confirmation email

parcelLab is Better for 
 the Planet

Show customers you care about a more sustainable returns experience. Go paperless with us! Stop sending shipping labels and RMA slips in every box. Use QR or bar codes for no box/no label drop-off in store options.Let customers print at home only when they need to so we can all feel good about going green.

Want a walk-through of the platform?

What brands love about our returns platform…

Flexibility & Ease of Implementation

With ready-made APIs, easy integration snippets for your site and communications templates you can be live and managing returns online in less than one month- no technical resources needed. For more complex setups we have a team of engineers and implementation specialists standing by to customize parcelLab to work for you.

returns portal

A Powerful Worldwide Network

We are directly connected with 300+ partners serving more than 220 countries, and our partnerships are growing every day.

But Operations Experience Management is about connecting more than just carrier data, it’s bringing together your OMS, CMS, Warehouse, 3PL, and customer service platforms like Zendesk and Salesforce. The parcelLab platform can integrate with most common eCommerce systems.

carriers in a bubble

Complete Brand Control

Get a fully branded returns management solution from a returns experience page embedded right in your site to fully customizable emails for an integrated outbound journey.

Segment customers and choose what promotional content, social media integration, or recommended products you showcase to make every touchpoint count. Keep customers from leaving your ecosystem to track returns. Drive more engagement on your website and social channels for more traffic and higher conversions.

Nespresso returns email

Analytics That Drive Better Decision Making

Logistics, supply chain, product and marketing teams can access meaningful data on returns reasons, operational insights, and carrier performance all in one platform and integrated into your existing systems to:

  • Forecast return volumes and reduce warehouse processing time.
  • Adjust shop info like product descriptions or fit instructions on the fly to reduce returns.
  • Keeps carriers accountable for performance standards

returns portal dashboard

Save Time and Money with Fewer Returns

Reduce transportation and processing time and cut costs by preventing more ineligible purchases from being returned. Our returns platform is completely configurable with flexible options for your business policies

Design your eligibility rules and logic based on time period, type of product, customer segments, product value or return reasons. Or enable extended reason codes for warranty or repair management, collect photos, comments, second-hand owner details, or claims information on purchases through third-party providers.

returns email

Less Stress on Customer Service

Avoid using expensive call center resources initiating returns and answering “Where is my refund” calls. A self-service returns experience, warehouse and payment system integrations and proactive communications deflect most returns calls. Integrations with Zendesk and Salesforce can automatically generate tickets for more complex returns with product information, photos and label details so customer service agents can approve and close tickets faster and reduce customer effort.

parcellab zendesk app

More than Returns

parcelLab is so much more than returns, we’re enabling brands to create a truly end-to-end post-sales customer experience with Operations Experience Management.