What’s shipping at parcelLab

This release introduces enhanced configuration for return reasons, a new integration with Kustomer to streamline customer support, and our powerful Premium Analytics capabilities.

Return Reasons V2

The latest version of the return reasons feature for Returns Portals enables greater flexibility in configuring the display of return reasons. Define groups to categorize return reasons and add filters to further customize the display of return reasons and feedback components. This improvement enables greater adaptation to the details of your return policy while ensuring you capture the feedback you need from customer returns.

Returns Carrier Selection Enhancements

We’ve made several improvements to the configuration of carrier options displayed in Returns Portals:

Kustomer Integration

Introducing the parcelLab Kustomer app integration, bringing the power of the parcelLab platform directly into the Kustomer CRM. With this new integration, customer service agents can access real-time order and tracking information without leaving the Kustomer interface, streamlining support workflows and increasing resolution times.

Premium Analytics (Coming Soon)

Explore our new Premium Analytics to unlock more actionable insights in the parcelLab App. Premium Analytics enables advanced self-service to customize dashboards and visualizations, as well as access to AI-powered predictions, all tailored to your data. This solution empowers users to drill down into data, create and edit dashboards directly in the App, and request bespoke dataset extensions, allowing you greater visibility, faster decision-making, and data strategies that scale with your business.

In this release, we’re expanding the App Store with new returns integrations and added a new AI-powered agent to surface actionable insights.

App Store for Returns

Elevate your returns experience with the latest expansion of the parcelLab App Store. With new returns capabilities available in the App Store, it’s easier than ever to deploy advanced solutions with minimal technical lift. Tap into high-impact integrations from partners like ReBound, Metapack, Global-e, and Happy Returns, plus parcelLab’s own returns features and AI agents to enhance efficiency and streamline your returns flow.

Insights Agent (Coming Soon)

Increase speed to insight with the Insights agent, coming soon to your Analytics dashboards in the parcelLab App. Get a summary of your reporting data in a highly readable and shareable format. The Insights agent also provides actionable tips for immediately fine-tuning your post-purchase configuration in the app, enabling better data-driven experience design decisions.

With this release you can get enhanced marketplace tracking, a streamlined third-party retailer returns flow, Apple Wallet Order Tracking integration, plus on-demand messaging is coming soon.

Marketplace Tracking

Get full coverage of your marketplace shipments through parcelLab with our improved marketplace tracking capability. This enhancement ensures your marketplace shipment volume can still be tracked with parcelLab in cases where we do not have carrier credentials or a direct integration. By enabling marketplace tracking, it ensures you can deliver a consistent, branded post-purchase experience across all fulfillment types, reducing support inquiries and improving customer satisfaction.

Orderless Returns

Seamlessly accept returns from customers that purchased products through third-party retailers, marketplaces or in-store with our new Orderless Returns feature. This capability makes it easy for customers to return items to brands for scenarios like warranty cases, even without an online order or known purchase record, reducing friction for customers and ensuring a consistent experience across all channels.

Apple Wallet Order Tracking

Offer customers a convenient way to track their orders directly from Apple Wallet. With the Apple Wallet Order Tracking integration, you can deliver a fully branded experience that lets shoppers view the order status, product details, and receive real-time updates. This means fewer support inquiries, improved customer satisfaction, and increased engagement with your brand through a native iOS experience.

On-Demand Messaging (Coming Soon)

Leverage on-demand messaging to send targeted communications and proactively communicate with customers in cases of fulfillment and delivery issues. The flexibility of on-demand messaging allows pinpoint targeting of customer groups for specific issues by using real-time tracking and order data.

We’ve released updates to Smart Survey, Promise and made app discovery easier in the App Store.

Surveys

We’ve made several improvements to enhance the implementation and use of Surveys:

We’ve released improvements to Journeys including a new A/B test feature, alongside improvements for returns management and a new returns report for Shopify retailers.

A/B Tests

Create A/B tests for configured messages to optimize your email content using data-driven insights on customer engagement. You can test variations in your content including subject lines, visual assets and calls to action. Results for your A/B test can be viewed during and after the test to observe the impact on open and click rates for the messages in the test.

Shopify Returns Analytics

Unlock key insights into return rates, customer behavior, and the impact of returns on revenue with our new Shopify returns analytics. This powerful reporting is split across two sections in the Returns Insights dashboard, allowing Shopify retailers to monitor overall returns performance and track return trends at article level. By leveraging this data, you can optimize return policies, boost customer retention, improve product quality, and drive profitability.

Add Tracking Number to Return Registrations

If your customers are required to buy their own return label, the corresponding tracking number can be manually added to the return tracking record in the App. This enables visibility on the return status for customers and customer service agents. Any configured return communications will be sent for the return tracking after it has been added to the tracking record.

We’ve rolled out three new features in the parcelLab App – check them out to upgrade your post-purchase experience.

Surveys

Embed surveys in your emails and Order Status page to gain targeted feedback and focused insights to improving customer satisfaction throughout their entire shopping experience with your brand.

App Store

The parcelLab App Store is open! Easily browse through all the existing parcelLab integrations and request them directly from the App. App Store offerings include best practice implementations for your parcelLab setup to build what you need to optimize your post-purchase operations.

New Promise Insights

Optimize your delivery commitments to customers and ensure a realistic, yet efficient delivery promise with our improved Promise Insights.

Shipping Cost for Exchange Orders

Shopify retailers using the Returns Portal to facilitate exchanges can integrate payment for exchange-related shipping costs and link customers to complete the checkout for the exchange order in emails.