What’s shipping at parcelLab

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.

We’ve added some great new returns features, allowing you to initiate returns and efficiently manage return requests in the App, as well as a new Returns Portal feature to maximize revenue retention.

Initiate Returns via Tracking Details

Easily submit customer returns directly through the tracking details using the integrated Returns Portal. This feature streamlines the returns process for customer service agents by embedding the Returns Portal within the tracking details, eliminating the need to switch between the parcelLab App and the Returns Portal. As a result, return requests are processed more efficiently, leading to quicker resolutions and an improved customer experience.

Return Approvals

Manage product returns in our new Return Approvals dashboard to perform a quality check on return requests submitted during the warranty period, providing enhanced control and streamlined processing of returns. This dedicated dashboard is now available to manage newly added return registrations, allowing you to review detailed information about each return, including images of the product and customer-provided details for a thorough assessment before approving or declining a return.

Retention Offer

Maximize revenue retention with our new Revenue Offer feature, allowing customers to choose to keep an item in exchange for a partial refund. This feature helps retailers retain more revenue while reducing operational costs associated with returns. In turn, it also enhances the returns experience for customers with the flexibility of keeping the item while receiving a partial refund.

Returns Management Usability Improvements

We’ve made several enhancements to improve the returns management experience in the parcelLab App:

We’ve officially launched our next set of AI-powered features, the parcelLab Copilot and AI Email Editor.

Copilot

Introducing Copilot, your new AI-powered parcelLab assistant! The Copilot uses parcelLab’s documentation to provide in-App support for all users from customer service agents to experience designers.

Generate Messages with AI

Easily create and customize new message types using our new AI Email Editor. The generated messages follow parcelLab’s best practices, providing pre-filled content and layouts in your shop’s default languages as well as maintaining your brand’s tone of voice from your existing communications. You can also leverage this AI-powered tool to translate your existing messages into additional languages, expanding their reach to more customers.

We’re delighted to announce the launch of our Benchmarking analytics to help you compare your logistics and communications across the industry, and added a new API to trigger returns flows.

Leverage Benchmarking Insights

Our AI-powered Benchmarking analytics tool is now officially available! This feature allows you to gain key insights into the performance of your logistics and email communications against industry standards and identify areas for improvement. The Carrier and Communications reports for Benchmarking can be found in the Tracking and Communication modules respectively in the parcelLab App once the feature is enabled.

Trigger Return Flows after Verifying Return Shipments

The Return Processed Trigger gives you the flexibility to close a return and issue refunds and exchanges after return shipments have been reviewed and processed in your warehouse. Our Return Processed API enables easy transmission of the data to parcelLab and the subsequent triggering of return flows based on the acceptance or rejection of the return.

We’ve improved the search for the Trackings module in the parcelLab App and added new features to enhance return management for oversized returns and orders including gifts with purchase.

Enhanced Search and Filtered Views for Trackings

The Trackings module features an extended list of filters that can be used to customize search results and tracking data exports. Filter combinations can be saved as a view and easily applied across multiple parcelLab accounts.

Optimize Return Labels by Weight

You can now minimize return label cost for bulky returns by weight. By identifying which products will require multiple labels, you can optimize your returns process and reduce friction for customers returning oversized items through your Returns Portal.

Manage Returns with Free Gifts

We’ve added a new feature enabling the return of free gifts with purchase in your Returns Portal. Free gifts can be selected for exchange, or automatically included in the return registration if the original purchase item connected to the free gift is returned.