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
The current “D2C Returns Study” by parcelLab shows: Those who return their orders to brand manufacturers and D2C brands sometimes have to wait weeks for a refund of their invoice. And the customer experience in the case of returns can also be greatly improved in other respects.
Munich, May 16, 2023. No online shipper in this world likes it when customers return products. But for brand manufacturers and D2C brands, they often just don’t seem to be included in the business plan. At least that’s what the results of parcelLab’s latest “D2C Returns Study” suggest. The specialist for shipping communication placed test orders with 50 classic brand manufacturers and young D2C brands each in the first quarter of 2023. The conclusion: the customer experience that D2C brands offer their customers in the event of a cancellation is significantly worse than the returns experience at the 100 largest German online stores.
For example, customers of D2C brands have to bear the return costs themselves at more than half of the companies analyzed. Among the corporate brands, only one in five passed on the return charges to their customers. A similar service gap between corporate and D2C brands can be seen in returns processing: 36 percent of D2C brands, but only ten percent of corporate brands, leave their customers to deal with the return of orders completely on their own and provide no information either in the shipping communication or in the package about what to do if the goods are not to their liking.
Once consumers have sent their returns, the big wait – and anxiety – begins: Hopefully the return won’t get lost! And when will the invoice that has already been paid be refunded? Online retailers can address the questions and concerns of their customers with transparent returns communication. But our test shows: There is still room for improvement here, too.
Only 36 percent of corporate brands and two-thirds of D2C brands inform their customers that they have refunded the invoice amount. One in four D2C brands and one in three corporate brands leave their customers in the dark about the processing status of the return throughout the entire process.
Another surprising aspect was how long it took for orders to be refunded. Here, the point clearly goes to the corporate brands: in 53 percent of cases, the refund took a maximum of seven days. Among the D2C brands, only 34 percent managed that. Instead, one in five D2C brands made us wait over 28 days for a refund. And for one in ten orders, the refund had still not been issued after several weeks when the study was printed.
“A good shopping experience is even more important than usual in times when consumers’ money is not so loose,” says parcelLab co-founder Anton Eder, summarizing the study results. “And the shopping experience also includes the experience after the purchase. Customer-friendly returns processing is a relevant factor in determining whether or not a customer will make a second purchase from a brand.”
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