Returns Communication

Track returns packages and proactively communicate return status updates to your customers with parcelLab's Returns Communication feature

Overview

You can send automated communication to customers for all events within the returns process (for example: return registration, drop-off confirmation, and return receipt). The feature also enables the tracking of returns packages and displaying their return status in parcelLab’s tracking plugin.

Return Email with CTA button to the corresponding Return Status Page

Return Status Page with delivery status updates

Key Benefits

With parcelLab’s Returns Communication feature, you can extend your proactive communication throughout the returns process. By sending notifications during returns, you can keep your customers updated on the status of their return, decrease the number of ‘Where is my return?’ inquiries, and use the additional touchpoints to recover revenue.

Configuring the Returns Communication Feature

The following sections describe the configuration required for the Returns Communication feature.

Customer Requirements

To configure returns communication, you need to provide the following information to parcelLab:

• Return tracking numbers

• Original order number

• Corresponding customer data, including email address

• Content of the returns communication, including the types of notifications (refer to the Sample Returns Communication Flow section for examples)

The feature can be configured to adapt to returns processes that include but are not limited to the use cases described in the following sections.

parcelLab Returns Portal with Label Generation

If you are using parcelLab’s Returns Portal with label generation, no action is needed to send additional data. Since the returns tracking labels are provided to your customer via the parcelLab Returns Portal, the connection between the return parcel and original order is automatically established. This connection will enable the display of the list of returned items within the returns communication.

Returns Portal without Label Generation

In setups where parcelLab does not automatically have the return tracking numbers (for example: if you provide pre-printed labels or use your own returns portal), you will need to send the following data to parcelLab:

• Return tracking number

• Original order number

• Carrier code (optional)

The connection between the return tracking number and the original order number is required to enable the display of the list of returned items within the returns communication. You can send us the required information via API, file transfer, or an event bus integration.

For information on how to send data to parcelLab, refer to the following pages:

Trackings/OrdersFile TransfersEvent Bus Integration

If you are using parcelLab for outbound delivery communication, please send the required data for returns using the same method.

Implementation Process

When the data integrations for return 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 requested channels (for example: email and SMS) according to the agreed content and notification type.

Sample Returns Communication Flow

parcelLab's Returns Communication feature can be customized to adapt to your existing returns process. The following sections highlight some examples of returns communication that can be set up based on the data sent to parcelLab.

These examples illustrate the most typical returns communication notifications. For further information on how the feature can be set up for your returns process, please contact your parcelLab representative.

Return Registration

Return Registration notifications (for example: emails) can be triggered via parcelLab’s Returns Portal. This notification type can include, but is not limited to the following:

• QR code for return label

• List of items registered for return

• Drop-off location finder

Return Drop-Off/Pickup Confirmation

Drop-off and pickup confirmation notifications are usually associated with the first scan into the carrier network. This notification type can include a link to the Return Status page for the parcel.

Return Received

Return receipt notifications are associated with a confirmed delivery of the return parcel to your warehouse. This notification type can include the following:

• A link to the Return Status page for the parcel

• Information on next steps in the returns process (for example: refund)