Features
Use our Returns Portal features to improve your operations management for returns.
To enhance your Returns Portal setup, we offer the following features that can be used to enable greater flexibility in adapting the Returns Portal to your needs.
The available features are described in the following table.
This is used in the Returns Portal to call an API endpoint to retrieve order data whenever a customer initiates a return. This supports the processing of cases that go beyond the standard data retention policy of 90 days.
This defines the time period within which items may be returned and is calculated from the order date, dispatch date or shipping delivered date.
The following return periods can be configured:
Trial period – the standard return period
Warranty period – return period for warranty cases
Grace period – days added to the trial and warranty periods to account for shipping time
Special return periods – return periods configured for peak shopping and gifting periods (for example: around Black Friday or Christmas) or for specific customer groups
These are the return reasons listed for each item to return. The return reasons available for selection can be made dependent on product categories.
This indicates the compensation options available for each returnable item (for example: refund or repair). Compensation methods can be made dependent on product categories.
Additional Free Text Field
Free text fields have a 300-character limit and can be included under every selected returnable item (for example: to be used for elaborating on a selected return reason).
Image Upload
This allows your customers to upload images for certain returns reasons (for example: in warranty cases requiring proof of defect).
This enables the exclusion of defined products from being selected for return. Items that are marked “non-returnable” are displayed separately in the Returns Portal.
This enables the exclusion of items that have already been returned from being selected for return. Items that are marked “already returned” are displayed separately in the Returns Portal.
Address Form
This form gives your customers the option to edit personal information corresponding to their order (for example: address and contact information).
This option can be used to inform customers that a return is not required. The notice is displayed when selected items for return are lower than the defined value. This feature can be randomized or defined by percentage.
This option enables the definition of a different returns process for selected items that are higher than the defined value. This feature can be randomized or defined by percentage.
This allows your customers to request exchanges for purchased products.
This enables you to refund your customers earlier in the returns process. The feature allows for customer segmentation (for example: triggering early refunds for premium customers).
If you are a Shopify retailer, this feature allows your customers to choose how they would like to receive their refund (for example: using the original payment method or as a gift card).
This feature enables you to inform your customers when and from which provider a refund can be expected.
Additional Return Options
This feature enables the implementation of additional compensation methods that can indicate different behaviors in your OMS or WMS (for example: refund scenarios). It can also include warehouse destinations on the carrier selection page (for example: to accommodate specific destinations for repair services).
Additional Data Collection
This is a separate page or form on the page for the purpose of requesting or confirming additional information from your customers. This feature supports obtaining information needed for return logistics or payment procedures.
If multiple carriers are available for a return, these carrier options can be displayed for your customers.
Collection Scheduling
If your carrier offers parcel collection for returns, this feature allows your customers to schedule a pickup (that is: selecting a pickup date and modifying the pickup address).
In-Store Return
If you offer customers the ability to submit returns in-store, this feature displays “return in store” as an option on the carrier selection page. It includes the capability to generate any additional documents required (for example: a barcode to scan in-store when the return is dropped off).
Return Shipping Documents
This supports the generation of additional shipping documents (for example: QR codes, labels, custom documents) that will be provided on the confirmation page and email.
This feature allows the end-user to generate additional return labels on the confirmation page if more than one parcel needs to be returned.
This supports the optimization of return label cost for oversize or bulky return shipments.
This feature allows the end-user to select to keep an item in exchange for a partial refund.
Additional Documents
This supports the generation of additional documents (for example: hazardous labels) that will be provided as a PDF on the confirmation page and email.
This feature allows your customers to store return QR codes natively in their Apple Wallet or Google Wallet.
Return Confirmation Email
Information about successful return registration and shipping details will be sent to the customer via email. The content of this confirmation email can be customized. Note: This does not include other return communication message types.
Feedback Form
This feature allows the inclusion of a single question for feedback on the confirmation page of the Returns Portal. The feedback field is limited to 300 characters and the collected feedback can be viewed in the Analytics module of the parcelLab App.
Experience Rating
This feature enables the display of a five-star rating scale on the Returns Portal’s confirmation page.
Segmentation
This enables the definition of different user journeys in the Returns Portal depending on the provided identifiers (for example: return reasons per item category, return carrier destination).
This feature allows you to route items for return to different warehouses. The return process will split in the beginning to prevent frictions and mixed returns.
This feature enables you to manage the exchange and return of gifts with purchase in your Returns Portal.
Product Warranty Handling
This enables the handling of returns or warranty cases that are not available in your shop’s system (for example: if you have other retailers selling your products, but you still offer a direct warranty).
This supports any customs procedures that might arise during the returns process, including the generation of an additional customs invoice for customers making cross-border returns. Additional data can be submitted via API.
This is an additional Returns Portal for users who wish to return or exchange gifts that were originally purchased from your online store.
This feature enables users to return items purchased from third-party retailers or offline channels.
This feature enables users to report missing parcels and complete a Declaration of Non-Receipt form for claim issues.
Customer Service Returns Portal
This is an additional Returns Portal that can be used by customer service teams to create returns on behalf of your customers. It can be configured to have the same rules or different rules as the customer-facing Returns Portal.
Information on the returns registered using the Returns Portal and additional collected information can be sent to your systems via webhook, API or file export. Supported file formats: .csv, .tsv, .json.
Customer Service Integration
This allows tickets to be opened (via API or email) for certain return reasons, so you can respond quickly to customer inquiries.
Returns Portal Hosting
This feature frees you from hosting the widget. We’ll take ownership of hosting your Returns Portal with the following URL scheme: returns.parcellab.com/brand/country/language/.
Couldn’t find a feature that would make your customers’ returns experience stand out? Get in touch with your parcelLab representative or fill in our contact form and we’ll be happy to tailor a solution for you.
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