Returns Portal
Provide a streamlined returns process for your customers that encourages brand loyalty and increases the chance of repurchase in the future.
Overview
The Returns Portal provides a consistent and seamless end-to-end returns experience for your customers, while providing you with the flexibility and customization options needed to improve operations. It is a web interface that enables your customers to return purchased items, generate return labels, and schedule pick-ups.
It can be configured to include a real-time API order data connection that supports the processing of returns cases that go beyond the standard data retention policy of 90 days.
The parcelLab Returns Portal connects to your order management system (OMS) and the carriers you use. Using data from your OMS, the Returns Portal displays each customer's order and allows them to select which items they want to return. After a return has been registered, the data can be fed back to the source system or sent to the processing warehouse.
Setting Up the Returns Portal Snippet
The following instructions explain the basics of setting up the Returns Portal snippet and how you can customize the data settings and style of the widget in three easy steps.
Add the snippet to your website
Setting up parcelLab’s Returns Portal for your online shop is straightforward.
Create an empty landing page, for example: at
/returns-portal.Copy the Returns Portal snippet for Returns Portal v1 or v2 and paste it somewhere in the
<body />(not the<head />) of your page where you want the Returns Portal to be displayed:
This will automatically load our JS snippet and default CSS. The plugin will be rendered in the defined DOM node.
Modify the data settings
Update the data settings for the Returns Portal v1 or v2 plugin and change any default settings where necessary:
Styling and other configurations
Edit the CSS styling (for Returns Portal v1) or configure advanced settings (for Returns Portal v2):
Alternatively, as an add-on to the base platform, we can host the Returns Portal for you. The widget will then be implemented on a page that can be styled according to your shop or brand’s design guidelines.
For further information please contact your parcelLab representative.
Base Platform for Returns
The base platform for the Returns Portal offers the following features:
Log in with the order number and additional information (for example: email address or zip code).
Identify items to return and select return reasons.
Choose a specific carrier (if the option is available).
Get carrier-specific confirmation and information to initiate the return.
Get the same information via email.
Returns User Journey Overview
This section describes the process of registering a return using parcelLab’s Returns Portal.
The following visual examples are for reference only.
The Returns Portal can be styled according to your brand requirements and the displayed components depend on which features are activated.
Users sign in with their order number and the email address used for the order.
Returns Portal Direct Login
The Returns Portal login page can be skipped by using a direct login URL that can be included in your email communication to customers.
The URL for direct login has the following structure: https://returns.parcellab.com/shopname/us/en/#/?ref=ordernumber&email=customeremailaddress
On the item selection page, users can select items to return, the quantity, and reason for return applicable for each item.
If the order consists of items that have already been returned, or items that are not eligible to be returned, this can be displayed below the list of items that are eligible for return.
Return reason selection is mandatory.
After users have selected the items to return, they can be directed to a carrier selection page.
This page is optional and can be skipped if you only have one carrier that can be used for returns.
On the confirmation page, users will receive confirmation that their return is registered. The information displayed can include return labels and QR codes, and a summary of the items that have been registered for return.
The information available on the confirmation page is also sent to the user via email as confirmation of their return registration.
Learn More
View the following topics for further details on integrating a returns portal and managing the returns process:
FAQs
To help you get started with setting up your digital returns portal, see our FAQs below.
If you have any further questions relating to setup of your returns portal, please contact your parcelLab representative.
How do I add the Returns Portal to my online store?
You can copy the JavaScript snippet below and paste it on an empty landing page (in the <body /> not the <head />) to integrate a shop frontend (or any webpage) with parcelLab.
For further information on configuring the Returns Portal plugin, see our setup guide.
Returns Portal v1 snippet
Returns Portal v2 snippet
How can I send order data to parcelLab for my Returns Portal to work?
You can provide the required order data for the Returns Portal in one of the following two ways:
Using your outbound order data. We reference a database that contains order data sent to us via file or API connection for outbound trackings.
Using real-time API connection. You provide an API endpoint that we will call for order data the moment a customer logs in to your Returns Portal.
For more information on order data requirements for the Returns Portal, see our Returns Portal documentation.
Do you provide RMA exports?
Yes, we can provide an RMA export of returns data to your warehouse management system via file, webhook, or API.
For more information on RMA exports, see our Returns Portal documentation.
What compensation methods can I configure for my Returns Portal?
The two main options available are refund and exchange. Additional refund options such as store credit or Shopify gift card can be configured as well.
For further information on configuring compensation methods, see our Returns Portal documentation.
Can my customers download more than one return label?
For situations where products may need to be returned in multiple boxes, you can enable your customers to download additional labels. Each additional label will be treated as a new return tracking to enable tracking and communication for the additional return parcels.
For more information on generating additional return labels, see our Returns Portal documentation.
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