What’s shipping at parcelLab

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.

We’re excited to introduce our enhanced Trackings and Communication modules, new user management and notification center in the parcelLab App as well as customer segmentation in Campaigns.

New Interface for Trackings and Communication Modules

The parcelLab App features refreshed and enhanced Trackings and Communication modules, enabling further optimization of customer care for order and return requests. Improvements include a new timeline view for parcel status and notifications, more flexible search function, and a dedicated return tracking details page.

New User Management

User management is now accessible from the parcelLab App. Easily create new users and update user permissions with a more granular set of available user roles. You can now deactivate users instead of deleting them, which enables user reactivation if required later.

Notification Center

We’ve added a new Notification Center to the parcelLab App, providing you with an overview of App alerts that need resolution. This enables users to resolve issues detected in your parcelLab setup in a timely manner (for example: renewing voucher codes).

Customer Segmentation Builder

Implement targeted and personalized marketing campaigns for specific customer groups with our new Customer Segmentation builder. You can now set up customer segments to include in your campaigns that focus on specific customer behaviors to boost customer retention and revenue (for example: promote personalized offers or recommendations for recent customers with a high average order value).

Product Recommendations for Order Status Page

Offer personalized product recommendations on your Order Status page based on the most recent customer purchases with parcelLab’s new recommendation engine. With the new product recommendation content block in Campaign Manager, you can choose to display up to 10 products to showcase items that are likely to be purchased together or are best sellers to enhance customer engagement and retention rates.

We’ve enhanced our Claims Manager feature with a new report to identify areas for improvement in fulfillment and delivery and integrated with Postscript to send your SMS communications.

Delivery Claims Report

We’ve added a new Claims report to the Fulfillment and Delivery dashboard in the Analytics module. The report provides an overview of delivery claims and their reasons, giving you the opportunity to leverage on insights from using our Claims Manager to enhance operational efficiency and improve customer satisfaction.

Postscript Integration

Connect Postscript with parcelLab through our seamless integration to send your proactive delivery notifications via Postscript using trigger events and order data from the parcelLab system. This allows you to continue connecting with your customers through SMS while delivering an outstanding post-purchase experience.

Add Reusable Content in Emails

Create a consistent look and feel to your emails with our new Partials feature, allowing you to easily configure reusable HTML content, known as partials, and insert them into your layouts and messages. You can use partials for a variety of content across your emails (for example: headers, footers, and custom components) to improve efficiency of your setup as any changes only need to made in once place to update all messages containing the partial.