Self-service returns portal
Ensure an efficient returns experience with an intuitive, branded self-service portal. Easily retrieve order data in real-time via API, automate return eligibility checks, and offer customers flexible carrier options.
What we deliver
Conrad utilized parcelLab’s self-service returns portal, giving their customers more control over their returns. This resulted in an 18% decrease in returns by streamlining the process and enhancing customer satisfaction.
A sports brand faced a surge in customer inquiries during lockdown in 2020. They implemented parcelLab’s automated and customizable post-purchase communication solution, providing customers with timely updates. They experienced an 18% reduction in customer inquiries via email and chat, and a 26% decrease in calls.
MOO gained complete control over their customer journey, leading to 3.4 times more customer contacts and a 68% unique open rate, by automating and personalizing post-purchase communications.
Wyze implemented parcelLab’s returns portal alongside post-purchase communications, reducing WISMO inquiries by 20%. They now trigger refund processes immediately after warehouse return confirmation, increasing customer satisfaction while reducing service costs.
Set up watchlists and alerts to automatically trigger emails based on key delivery events or customer actions—keeping shoppers informed and reducing support load.
Access key order, delivery, and return details in one view, allowing your support team to resolve inquiries quickly and reduce average call handling time.
Keep customers informed before they need to ask. Proactive updates reduce uncertainty, prevent inquiry spikes, and create a smoother post-purchase experience.
Easily manage complex return policies with flexible rules that adapt to customer types, product categories, and business needs.
KEY FEATURES:
Boost retention and revenue by offering flexible, incentive-driven return options tailored to each customer and scenario.
KEY FEATURES:
Strengthen your returns strategy with real-time insights, system integrations, and built-in fraud detection that protect revenue and streamline operations.
KEY FEATURES:
Keep customers engaged and informed with timely, branded return updates delivered across their preferred channels.
KEY FEATURES:
Proactively manage return issues with automated, personalized responses that resolve concerns before they reach support.
KEY FEATURES:
With parcelLab’s delivery experience platform, brands can take full control of tracking, updates, and customer communication—offering a branded portal, real-time notifications, and complete shipment visibility to reduce WISMO, build trust, and turn deliveries into a seamless brand experience
Over 150 reviews on G2 and recognition as a Leader in post-purchase prove we’re making a real impact. We were even named one of G2’s Top 50 Supply Chain & Logistics Software products for 2025. But don’t take our word for it – here’s what our customers say.
parcelLab user, Apparel & Fashion
Validated reviewer via G2
“parcelLab simplifies our entire returns management process. Their specialized features for warranty cases let customers upload photos and set handling rules, streamlining complex issues. Additionally, their exchange features automatically trigger new orders for sizing issues, helping to recover lost revenue. In short, parcelLab efficiently manages our returns and exchanges while also aiding in revenue recovery.”
Yassmin
Validated reviewer via G2
“parcelLab helps our team in knowing the status of each registered return through our website and it’s linked to our internal tool. We can also find related documents needed that are sent on parceLab.”
Lothar M., Logistics & Supply Chain
Validated reviewer via G2
“It’s now way easier to handle returns and keep customers informed. The consistent experience across regions is strengthening our brand, and the insights from the data are helping us improve – our customers are happier and coming back.”
parcelLab user, IT
Validated reviewer via G2
“Switching to parcelLab has made handling returns simpler for us. The platform has a straightforward process. We were able to adjust some settings to match our preferences for handling returns. Compared to before, managing returns with parcelLab has been a more organized and less stressful experience.”
Maroš L., Apparel & Fashion
Validated reviewer via G2
“What I appreciate most about parcelLab is their exceptional approach to managing returns and exchanges. Their “Retain” feature allows for highly customizable return experiences, offering the ability to set return rules, restrictions, exceptions, and refund policies. This level of granularity ensures that I can manage returns exactly the way I want, making the process more efficient and customer-friendly.”
parcelLab user, Consumer goods
Validated reviewer via G2
“I like that it is accurate and fast and shows a lot of the required details. Can track more orders and deliveries and returns.”
parcelLab user
Validated reviewer via G2
parcelLab has redefined our strategy, resulting in a notable rise in revenue. The platform facilitates the effortless display of related products and simplifies exchanges, offering more than mere logistic solutions.
Praveen R., Retail
Validated reviewer via G2
“parcelLab has reduced the frustration previously felt by both customers and our customer service team during the returns process. Their solution has brought much-needed transparency.”
parcelLab user
Validated reviewer via G2
“Upon implementing parcelLab, we experienced an immediate ~20% drop in WISMR requests, which significantly lowered the load on our customer service team. Their satisfaction has noticeably improved along with that of our customers.”
18%
fewer returns since implementing self-service returns portal
“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, Conrad
What Our Customers told Forrester
“We lacked control and visibility on this part of the customer experience, especially as we were growing, it was harder to manage the carrier communications data, so we missed traffic and opportunities. There was potential for brand damage from inconsistent messaging and tone, impacting customer satisfaction and brand reputation.”
Senior Business Analyst
Luxury fashion retailer
Customers can start a return by accessing the digital returns portal embedded on your website. They select the items to return, choose a preferred return method, and receive a return label or QR code for processing.
Absolutely. Businesses can configure return eligibility rules, specify acceptable return reasons, and manage return methods to align with their policies.
Yes, customers can track their return in real-time, from initiation through to refund or exchange completion, with status updates provided via the portal and optional email or SMS notifications.
Yes, the portal is fully customizable, allowing you to apply your brand’s logo, colors, and messaging to maintain a consistent customer experience throughout the returns process.
