Communication Types
Guide your customers along each stage of the delivery journey with proactive communications.
Overview
Set up your communications to provide a variety of status updates and tailored communication from your preferred channels, allowing customers to keep track of their orders and enjoy a branded experience.
You can send automated communication to customers for events within the outbound order process.
The standard emails include but are not limited to:
Dispatch/Shipping Confirmation
Out for Delivery (today)
Out for Delivery (time window)
Delay
Pickup Ready
Pickup Reminder
Failed Delivery Attempt
Delivered
The types of emails sent depend on carrier data and therefore may differ between carriers and technical setup. For certain carriers, mandatory email types and design requirements may be specified.
It is also possible to track packages and display the latest status on a branded order status page. For more information, refer to the following page:
Order Status PageYou can also send automated status updates throughout the returns process and track returns shipments in real-time. For more information, refer to the following page:
Returns CommunicationConfiguring Outbound Email Communications
The following sections describe the configuration required for sending standard outbound email communication.
Customer Requirements
To configure outbound delivery communication, you need to provide the following information to parcelLab:
Tracking numbers
Order number
Corresponding customer data, including email address
Content of the outbound communication, including the types of notification
For more information on customizing the content in your communications, refer to the following page:
Messages & JourneysThe connection between the tracking number and order number is required to enable the display of the list of items within the outbound communications. You can send us the required information via API, file transfer, email (BCC), or an event bus integration.
For information on how to send data to parcelLab, refer to the following pages:
Data IntegrationEvent Bus IntegrationImplementation Process
When the data integrations for the tracking numbers and delivery status have been implemented, parcelLab will check if the required data is received in full. The notifications will be set up for the emails according to the agreed content and notification type.
Sample Outbound Email Communications
You can customize the communications you send to adapt to your existing outbound delivery process. The following sections highlight some examples of outbound email communications that can be set up based on the data sent to parcelLab.
These examples illustrate typical outbound delivery communication notifications. For further information on how the feature can be set up for your outbound delivery process, please contact your parcelLab representative.
Dispatch/Shipping Confirmation
Dispatch/shipping confirmation notifications are sent when a customer's order has been dispatched from your warehouse. This notification type can include but not is limited to the following:
A link to your Order Status page for the parcel
A summary of items purchased in the order
Out for Delivery (today)
Out for delivery (today) notifications are sent on the day a customer's order is out for delivery. This notification type can include but not is limited to the following:
A summary of items purchased in the order
A link to your Order Status page for the parcel
A link to allow customers to reschedule the delivery
Delivered
Delivered notifications are sent when a customer's order has been delivered to their address. This notification type can include but not is limited to the following:
A summary of items purchased in the order
A link to register a return in the Returns Portal (if available)
Learn More
View the following topics for more information on the different communications you can send with parcelLab:
Proactive Communications
Embedded Content
Feedback and Review Platforms
Communication Channels
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