Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab
Why top retailers choose parcelLab over the rest
AI and innovation
Transforming post-purchase with AI
PPX maturity curve
Discover where you stand on the curve
PPX Institute
Turn transactional relationships into customers for life
Post-purchase audit
Experience your brand the way your customers do
Platform
Platform support
PLATFORM
Meet the platform
The industry’s first and only PPX platform tailor-made for retailers
WHAT'S NEW
Benchmarking
Benchmark against the industry in real-time
Copilot
Turn delivery anxiety into customer satisfaction with AI
AI Email Editor
Streamline operations and reduce complexity with AI-powered automation
Campaign Manager 2.0
Run campaigns that drive revenue
Smart Survey
Collect feedback and drive improvements
OVERVIEW
Enhance delivery experience
Seize control of your delivery experience
CAPABILITIES
Track & communicate
Keep your customers engaged
Set up a branded tracking portal
Keep customers in your ecosystem
Create personalized journeys
Deliver the right message, at the right time
Run targeted campaigns
Create campaigns that convert
Predict delivery delays
See delivery issues before they happen and take proactive action
Streamline claims management
Reclaim time, revenue, and customer trust
Resolve customer inquiries
Empower your customer service teams
OVERVIEW
Make returns seamless
Transform customer dissatisfaction into revenue retention by digitizing returns and exchanges.
CAPABILITIES
Track and inform returns status
Create a seamless returns experience that retains customers
Self-service returns portal
Let customers register returns with ease
Personalize returns journey
Encourage exchanges over refunds
Forecast returns volume
Anticipate return patterns before they happen
Offer flexible returns
Give your customers versatile return options that cater to their preferences
OVERVIEW
AI-powered post-purchase
Optimize every post-purchase interaction with parcelLab's AI agents
CAPABILITIES
Execute with AI
Harness the power of AI agents
Predict with AI
Stay ahead with real-time insights & forecasts
Simplify with AI
Cut complexity & streamline operations
Personalize with AI
Deliver tailored experiences
Solutions
Reduce WISMO & WISMR calls
Keep customers in the loop & support smarter
Turn returns into revenue
Make returns seamless, maximize revenue
Manage complex post-purchase scenarios
Handle exceptions, claims & logistics
Optimize post-purchase campaigns
Boost engagement & drive conversions
Enhance personalization and engagement
Create 1:1 tailored experiences
Customer success stories
Join the leading brands worldwide. You're in good company.
Resources
Company
Why parcelLab?
Discover why parcelLab is the go-to post-purchase partner for top retailers across the globe
Why parcelLab
Why top retailers choose parcelLab over the rest
AI and innovation
Transforming post-purchase with AI
PPX maturity curve
Discover where you stand on the curve
PPX Institute
Turn transactional relationships into customers for life
Post-purchase audit
Experience your brand the way your customers do
PLATFORM
Meet the platform
The industry’s first and only PPX platform tailor-made for retailers
WHAT'S NEW
Benchmarking
Benchmark against the industry in real-time
Copilot
Turn delivery anxiety into customer satisfaction with AI
AI Email Editor
Streamline operations and reduce complexity with AI-powered automation
Campaign Manager 2.0
Run campaigns that drive revenue
Smart Survey
Collect feedback and drive improvements
OVERVIEW
Enhance delivery experience
Seize control of your delivery experience
CAPABILITIES
Track & communicate
Keep your customers engaged
Set up a branded tracking portal
Keep customers in your ecosystem
Create personalized journeys
Deliver the right message, at the right time
Run targeted campaigns
Create campaigns that convert
Predict delivery delays
See delivery issues before they happen and take proactive action
Streamline claims management
Reclaim time, revenue, and customer trust
Resolve customer inquiries
Empower your customer service teams
OVERVIEW
Make returns seamless
Transform customer dissatisfaction into revenue retention by digitizing returns and exchanges.
CAPABILITIES
Track and inform returns status
Create a seamless returns experience that retains customers
Self-service returns portal
Let customers register returns with ease
Personalize returns journey
Encourage exchanges over refunds
Forecast returns volume
Anticipate return patterns before they happen
Offer flexible returns
Give your customers versatile return options that cater to their preferences
OVERVIEW
AI-powered post-purchase
Optimize every post-purchase interaction with parcelLab's AI agents
CAPABILITIES
Execute with AI
Harness the power of AI agents
Predict with AI
Stay ahead with real-time insights & forecasts
Simplify with AI
Cut complexity & streamline operations
Personalize with AI
Deliver tailored experiences
Reduce WISMO & WISMR calls
Keep customers in the loop & support smarter
Turn returns into revenue
Make returns seamless, maximize revenue
Manage complex post-purchase scenarios
Handle exceptions, claims & logistics
Optimize post-purchase campaigns
Boost engagement & drive conversions
Enhance personalization and engagement
Create 1:1 tailored experiences
Customer success stories
Join the leading brands worldwide. You're in good company.
Resources
Company
Post-purchase audit
Gain unparalleled insight into your post-purchase customer experience, gaps and growth opportunities.
The ultimate post-purchase platform
Most brands lose visibility after checkout—but that’s where the customer experience really begins. Our free post-purchase experience (PPX) audit helps you see exactly what’s working, and what’s not —so you can fine-tune your journey, close gaps, and uncover new opportunities for growth.
Reduce uncertainty and encourage confident checkouts with a dynamic delivery promise and order protection.
Customers expect clear, helpful updates about their orders. If your emails, tracking packages, or returns process aren’t hitting the mark, we’ll help you turn them into moments that drive engagement and repeat purchases.
68% of retailers can improve their international shipping experience
Unexpected fees, long delivery times, and tracking gaps are common pain points for global shoppers. Our audit highlights exactly where the international experience breaks down—so you can deliver smoother, more reliable global shipping.
22% more repeat purchases for PPX savvy retailers
Brands that invest in their post-purchase journey outperform on retention, satisfaction, and cost efficiency—proving that seamless experiences drive real customer loyalty and revenue growth. We’ll show you how you compare, and how to level up.
Are customers left wondering where their order is? Are returns confusing or delayed? Our post purchase audit uncovers weak spots in your communications, which are causing frustration, confusion, and customer churn.
Get an unfiltered view of a real shopper experience, from checkout to delivery and return. We’ll show you what’s working, what’s not, and what competitors are doing better.
Post-purchase is full of untapped engagement potential. We help you transform WISMO inquiries, split shipments, and delivery delays into brand-building, loyalty-boosting moments.
Our expert-led report doesn’t just show gaps—it equips you with shareable, benchmarked insights that help secure support across teams and drive real CX improvements.
How it works
Our simple, structured process gives you real customer insights—fast.
Step 1
Acting as a mystery shopper, our team completes a real transaction with your brand—capturing the full journey from checkout through to delivery, returns, and refunds. This can be a standard or targeted journey, if you want to focus on specific CX challenges.
Step 2
We assess everything from checkout to order updates, tracking visibility, packaging quality, and service touchpoints, and benchmark your performance against 1,500+ leading brands, using millions of parcelLab data points and our PPX Maturity framework.
Step 3
We walk you through your audit, highlighting key insights, friction points, missed opportunities, and standout moments across the journey. Our team will help you turn these findings into actionable next steps to optimize your PPX and boost customer satisfaction.
Step 4
Your audit includes a tailored, data-backed report with clear recommendations—perfect for internal alignment, next-step planning, and securing stakeholder buy-in.
Frustrated customers don’t come back. They don’t recommend your brand. And they rarely forgive a poor experience.
Our consultancy-grade post-purchase experience (PPX) audit—the only one of its kind—uncovers the issues already impacting your customers and your bottom line.
While consultancy firms charge thousands for CX analysis, parcelLab provides unrivalled, contextual insights without the hefty price tag—using millions of data points, 550+ carrier partnerships, and benchmarks from over 1,500 global brands.
The gaps are real. The cost is ongoing. Let us help you fix it.
Get started
parcelLab’s post purchase audit gives you the clarity and confidence to deliver a seamless post-purchase experience—every time.
Gain unparalleled insight into your retail customer experience, post-purchase gaps, and growth opportunities.
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Real insights. Real impact. See what impact our audits have, and how brands are using them to optimize their post-purchase experience and drive customer loyalty.
parcelLab user
Double Good
“We had very little visibility into the delivery experience our customers are having. Not only has parcelLab cut down our WISMO tickets almost in half, but our customers love the more frequent communications and new track and trace page.”
Juan Pedros, Agora Shipping
Validated reviewer via G2
“With the help of parcelLab, our shipment tracking and customer communication issues have been addressed. The audit centralization of shipment tracking data has enhanced customer expectation management and reduced support inquiries. The notifications and tracking pages with branded content have improved our brand image and customer engagement. This has helped to reduce the time spent on solving problems from customers thereby increasing our ability to serve the customers in a proactive manner hence increasing the level of satisfaction from the customers hence improving the retention level of the customers.
Mark Dunlap
Global Head of Solutions Consulting
“Brands are often surprised by how many gaps they uncover – especially in areas they assumed were seamless. What feels smooth internally can look very different to a customer.”
Mystery shopper
parcelLab
“Split shipments, unclear tracking, and inconsistent returns are common friction points. Once retailers see the full journey, they realize how much is being left on the table.”
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