Products
Integrations
parcelLab Retain
Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns, warranty, and exchanges process.
Retain Impact
Fewer Returns
Provide self-service options, create transparency in return transit times, and set custom eligibility rules to reduce returns.
More Repeat Purchases
Offer digital returns alternatives through exchanges or store credits to maximize repeat purchases.
New Touchpoints
Leverage proactive communications and prevent inbound inquiries by keeping customers informed during the returns process.
Personalize the Returns Process
Retain helps retailers transform their returns, warranty, and exchanges process and improve the customer journey, generate brand loyalty, and create cross-sell opportunities. By leveraging Retain, you enable your customers to easily register their returns, get a label or QR code, track returns online, and receive proactive communications based on data-defined segmentation.
Create Personalized Journeys
Returns Portal
Empower consumers to select items for returns, choose a convenient returns method, and get a label or QR code with an embedded, personalized returns experience.
Drive Repeat Purchases
Returns Track & Communicate
Deliver returns-specific communications with hyper-relevant content to engage your customers and drive web traffic and repeat purchases.
Improve Visibility
Returns Service
Display order, returns, tracking, and customer communication details all in one view to empower your customer center to solve inbound WISMR inquiries more effectively and efficiently.
Discover parcelLab Retain
Features
Digital Returns Portal
Front-end digital experience easily embedded on your site by JavaScript snippet.
Track & Communicate
End-to-end post-purchase communication, personalized emails, returns status.
Superior Personalization Features
Drive web traffic and repeat purchases with hyper-relevant content to engage your customers.
Custom Eligibility Rules
Reduce invalid returns with custom eligibility rules and policy reinforcement.
Order API Connection
Ensure best-practice data access with no compromise on data privacy.
Multi-Label & Split Returns
Handle complex multi-item returns requiring more than one label, returning to one or more locations.
Comprehensive RMA Sharing
Reduce manual warehouse processing and enables further automation.
Confirmation Page Survey
Collect customer ratings and reviews on the confirmation page.
Teams That Benefit From Retain:
Returns Teams
Turn potential dissatisfaction into revenue opportunities with personalized experiences such as multi-shipment returns or content specific to returns reasons.
Ecommerce Teams
Provide customers with an easy returns experience by adding a simple snippet to your site, so returning shopper traffic stays on your domain for more chances to engage and convert.
Marketing Teams
Target returning customers with the latest marketing campaigns or set up unique retargeting ads on returns tracking pages based on returns reasons selected.
Customer Service Teams
Access all order details in one view to close tickets faster in our customer service portal or through integration with ticketing service tools like Zendesk.
Retain Customer Stories
Conrad: 5% fewer returns through automation
Returns will continue to be received in the future. With the online returns portal we now have a digital and uncomplicated solution with which we know as soon as the parcel is at the counter or with the delivery agent what is coming back and when. We benefit from this, especially in terms of staff planning and we are also faster thanks to automated handling processes.
Silvio Heider
Business Expert Project & Digital Process Management
True Classic: 29% increase in revenue per email
A lot of managed solutions redirect customers to their own landing page for post-purchase experience, which means they’re not on the True Classic landing page.
This scenario requires a ton of work to update and change a whole separate landing page that isn’t even ours. Whereas now we have a dedicated landing page that’s on our site controlled by our development team. Consumers are landing directly on our site through that post-purchase experience which is very impactful and adds incremental value.
Breanna Moreno
VP of Customer Experience
Weltbild: 5% decrease in returns thanks to parcelLab Retain
Thanks to parcelLab, we were able to improve customer communication and make it more transparent. Weltbild puts its customers center stage across the entire customer journey – no matter where they are at the time. This gives them an all-round good shopping experience.
Christian Sailer
Chairman of the Management Board
Related Resources
Research
Building a business case for a returns experience management solution
parcelLab Team
September 3
Blog
Top 3 Things You Should Be Thinking About as a Growing Retailer
Angus Knights
February 26
Research
US
The Hidden Profit Power of Returns: A Guide to Increased Customer Satisfaction and Revenue
parcelLab Team
May 9
Frequently Asked Questions:
What’s the core functionality of parcelLab Retain?
parcelLab Retain includes a self-service portal for consumers, track & communication capabilities, a flow builder to configure everything from eligibility to image upload, label generation, a customer services flow with elevated privileges, handling for multi-label, hazardous, and cross-border returns requiring customs documentation, a smart trigger event builder, and multi-channel communications. Our product includes reporting, integration connectors, alerts, and single sign-on capabilities.
How is parcelLab different from other vendors?
While our competitors’ solutions are made for systems owners, parcelLab is the only post-purchase software truly built for Experience Designers—people who understand their consumers better than anyone else but are not necessarily technical. Unlike other vendors’ rigid data models that require custom development for any data changes, our product is powered by the parcelLab platform’s flexible and intuitive data model.
Our platform’s flexibility allows for rapid plug-and-play creation of personalized returns experiences such as multi-label or hazardous returns, a ‘how to’ measuring guide for returns due to sizing issues, customer service agent returns process overrides, product offerings by customer segment, and much more.
What’s the effort involved in implementing parcelLab Retain?
For the brand, it typically only takes one development sprint release cycle (2-4 weeks) for us to access an order endpoint and add the parcelLab-provided JS snippet to your returns page. For the parcelLab team, it takes 8-10 weeks to set up, test, and train you on the solution, depending on the number of carrier connections and overall configurations.
parcelLab’s dedicated and specialist implementation team of data scientists, carrier logistics experts, and project managers helps ensure a smooth and efficient timeline that accommodates anticipated data requirement changes, rigorous test plans, and room for necessary user training.
Learn More About parcelLab's Product Suites
Convert
Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.
Learn more
Engage
Enhance your post-purchase journey with personalized communications that keep customers informed every step of the way.
Learn moreTransform Your Post-Purchase Experience
Learn more about how parcelLab can get you up and running quickly.
Let's Find A Time to Talk!