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For the complete documentation index, see llms.txt. This page is also available as Markdown.

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 Page

You 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 Communication

Configuring 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 & Journeys

The 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 Integration

Implementation 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

Dispatch/shipping confirmation email Out for delivery today email example with link to order status page and order summary

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

Out for delivery today email example with order summary, link to order status page and link to rearrange 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)

Delivered email example with order summary and link to register a return

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

PreviousBounces
NextPre-Dispatch

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