Overview

Getting Started

The following sections describe the Returns Portal product and the benefits of integrating it in your returns process.

What is the Returns Portal?

The Returns Portal enables your customers to initiate the return of products. The process of using it is as follows:

• 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 option is available).

• Get carrier-specific confirmation and information to initiate the return.

• Get the same information via email.

parcelLab's Returns Portal 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.

Setting up parcelLab’s Returns Portal for your online shop is straightforward. The Returns Portal is easily implemented onto a page on your website as a widget (via a JavaScript snippet). The styling of the widget can be adjusted by modifying the CSS according to your brand needs. The wording used in the Returns Portal can also be customized.

For more information on Returns Portal setup, see how you can configure your Returns Portal.

Reporting on returns data from Returns Portal use is available in the parcelLab Portal. For more information on available reports and metrics, visit this page:

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.

Login

Item Selection

Carrier Selection

Return Confirmation

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.