Post-Purchase Success Podcast: How is TikTok Transforming E-Commerce?

Listen Now

Chapter 9: High Integration Overhead

Reduce Retailer Friction

Analytics on Carrier Performance

Software solutions, particularly those needing system records, can overburden IT teams, turning essential updates into time-consuming tasks.

 

 

Friction

Lack of Internal Resources

Most IT teams are dealing with competing resources on existing projects and many post-purchase experience solutions do not offer multiple integration options. Instead, it could take as much as five months for simple tracking and communication options on a post-purchase order page which leads to a frustrating implementation experience.

Returns portal that does not accept exchanges.

Friction

Inconsistent Access to Carrier Data

Carrier access interfaces are not all equal. Without access to the best carrier interface (typically a private interface), existing solutions may not access important data such as personal information like the name of a neighbor, location of a safe place, and collection codes for pick-up locations – all critical for providing an optimal customer experience.

Arranging a return collection pick up from a carrier

Friction

Data Retrieval Solution Isn't Scalable

If a vendor’s data retrieval solution is not scalable with shipping volumes, this creates unforeseen problems, such as delayed event transfer, long API processing times, failed requests, and creates system downtime. Even if the initial access gets established, most solutions will abandon your brand without offering continuous monitoring which then leads to a poor customer experience and increased WISMO/R inquiries.

branded tracking page that redirects to carrier tracking page.

Solution

Empower Your Team

Maximize your technology investment with a returns management vendor that ensures smooth movement of data between systems. With parcelLab, you can

  • Future-proof your tech stack
  • Trust that integrations are continuously monitored
  • Access your data anytime with ease
  • Integrate faster and see results quicker
Book a demo
Different carriers on a map

Case Study: Specialty Women’s Apparel Retailer

With an annual global revenue of over $2 billion, this brand is experiencing the benefits of lightweight tactical integrations.

 

 

Then

Experiencing a Time Crunch

This retailer had a deadline to switch from their post-purchase provider to parcelLab. They had a very busy roadmap with limited developmental resources. With one open sprint window to manage development, they had sufficient time for testing but no further wiggle room.

An image of a phone with a confirmation screen for a customer registering a return next to an image of chelsea boots and a drop down asking for a reason for the return.

Now

Multiple Lightweight Options

parcelLab implemented their entire return portal and communications within one of the retailer’s 2-week sprint cycles. Our team leveraged a smart replacement API endpoint and managed all data transformation to reduce the effort required from the retailer. Additionally, this included an integration with their warehouse, enabling this brand to send 10% more emails, such as warehouse alerts, which reduced WISMO inquiries.

Customer's return information and tracking numbers.

More Retail Examples

Overhauling Integrations

Granular monitoring from event timestamp to availability in parcelLab’s system enabled this supermarket retailer’s carrier team to focus on overhauling integrations based on clear priorities. Over the course of 3 months, parcelLab reduced the average delay from 3 hours to 30 minutes.

customer service watchlist with delivery information from carriers

More Retail Examples

Unforeseen Challenges

This outdoor recreational products retailer was previously using a vendor who hadn’t implemented some of their carriers for the returns process at any stage due to unforeseen challenges. By switching to parcelLab, this retailer now has access to full service integration and monitoring, meaning they have access to all their carriers and can provide a better customer experience for their global customers.

Returns tracking updates

Get Up and Running Quickly With parcelLab

Turn potential dissatisfaction into an opportunity for revenue retention and growth by digitizing your returns, warranty, and exchanges process.

Learn more
parcelLab retain logo

returns flow

Digital Returns Portal

Front-end digital experience easily embedded on your site by JavaScript snippet.

Track & Communicate

Deliver personalized post-purchase emails and a page for tracking return status end-to-end.

Exchanges

Facilitate product exchanges for same-SKU variations like color or size through self-service.

Personalization Capabilities

Drive web traffic and repeat purchases with hyper-relevant content to engage your customers.

Custom Eligibility Rules

Reduce invalid returns by setting custom rules and reasons to reinforce return policies.

Order API Connection

Ensure best-practice data access with no compromise on data privacy.

WMS - Warehouse Connection

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 enable further automation.

Confirmation Page Survey

Collect customer rating and reviews on the confirmation page.

Frequently Asked Questions

What specific steps can a retailer take to minimize integration overhead when implementing a new returns management system?

Retailers can minimize integration overhead by choosing returns management systems designed for easy integration, using standardized APIs, and selecting platforms with pre-built integrations for popular e-commerce systems.

How do integration challenges vary by the size of the retailer or the complexity of their inventory?

Integration challenges typically increase with the size of the retailer and complexity of their inventory. Larger retailers with more diverse inventories might need more sophisticated solutions that can handle a wider range of products and return scenarios.

What are the long-term benefits of overcoming high integration overhead for retailers?

Overcoming high integration overhead can significantly improve operational efficiency, reduce costs associated with returns processing, and enhance the customer experience by providing faster, more reliable service.

Can retailers leverage existing infrastructure to reduce the burden of new integrations, and if so, how?

Retailers can leverage existing infrastructure by choosing returns management solutions that are compatible with their current systems. Integration platforms as a service (iPaaS) can also be used to streamline the integration of new solutions with existing ones.

Future-Proof Your Tech Stack

Fast-track integration, optimize operations, and boost customer satisfaction.

Book a Demo Today