Customer Service Guide

In the parcelLab App, you will be able to:

• Find and access data for tracked parcels.

• Review email notifications and attachments that have been sent to your customers.

• View reports for operations and communication performance.

Trackings: How to find a tracking

In cases where you need to retrieve additional information for a customer, such as the delivery status of their parcel, here’s how you can use the App’s search functionality on the App Dashboard and in the Trackings module.

To find a tracking record:

1. In the search field, enter any part of the order data associated with the parcel. The following information can be used to search for a parcel:

• Tracking number

• Order number

• Delivery number

• Delivery address

• Recipient’s name

• Recipient’s email address Among the results that display, your search query will be highlighted in the tracking record. In the following example, the tracking number was entered into the search field.

  

  Note: When multiple results are returned, the tracking search sorts by relevance with an additional option to sort by date available as well.

  

1. Click on the listed tracking. The detailed tracking record will display, where you can retrieve the full details of the tracking. Each detailed tracking record consists of the following parts:

• An overview of the tracking information

• Clickable buttons to view detailed tracking information

• The status updates retrieved from the carrier

• The notifications sent to the customer

You can use the available filters to narrow your search results. More than one filter can be used at a time to customize search results.

To select a filter:

• Click the Add filter button.

  

  A drop-down menu will display a list of available filters.

Save Filtered Views for Trackings

You can use the filters in the Trackings module to create customized views for tracking records.

To create a filtered view:

1. Click the Add filter button.

   

   A drop-down menu will display a list of available filters. Note: You can save relative date filters (for example: last 7 days), allowing you to apply up-to-date filters without manually reselecting date ranges.

2. Select the filters to apply.

   Depending on the selected filter, you can enable the filter by turning the toggle on or off, or selecting the desired values from a drop-down menu. After enabling the filter, the Trackings page automatically refreshes to display the relevant tracking records.

   
3. To save the filter as a view, click the Save new view button.

   

   A pop-up will display, requiring a title for the new filtered view.

4. Enter a name for the new filtered view.

5. Click Save. The filtered view is saved and can be accessed from the Trackings page.

Edit Filtered Views for Trackings

You can make the following changes to your saved views:

• Rename a view

• Duplicate a view

• Delete a view

To rename a view:

1. Click on the view you want to rename, then click Rename View. A pop-up will display, requiring a title for the new filtered view.

2. Enter a new name for the view.

3. Click Save. The view is renamed.

To duplicate a view:

1. Click on the view you want to duplicate, then click Duplicate View. A pop-up will display, requiring a title for the new filtered view.

2. Enter a name for the new view.

3. Click Save. The view is duplicated and saved. You can modify the duplicated view by adding or removing filters and saving the changes to the selected view.

To delete a filtered view:

1. Click on the view you want to delete, then click Delete View. The filtered view is deleted.

2. To delete the filters applied to the deleted view, click Clear all. The filters are removed and the default Trackings view will display.

Trackings: Resend an Email

In cases where a customer may not have received the required information, such as a returns label, here's how you can easily resend an email for the relevant tracking.

To resend an email:

1. Search for and select the required tracking. For further information, see how to find a tracking record.

2. Click the required email record in the Notifications section of the detailed tracking record. The email record will open.

3. Click the Send email again button at the top of the email record.

   

   A pop-up window will display to confirm the email address and resend the email.

4. Check and if required update the email address in the field.

5. Click Send. A message will display to confirm you want to send the email to the email address entered.

6. Click Yes. A confirmation message will display to notify you whether the email was successfully sent or not. When the message is sent, it will be displayed in the Notifications section of the corresponding tracking and have a Resend- prefix.

Trackings: Submit Returns

In the Trackings section of the Trackings module, you can easily initiate returns to provide a more streamlined process for managing customer returns.

To initiate a return:

1. Search for and select the required tracking. For further information, see how to find a tracking record. The Details tab will open where you can initiate the returns request.

2. Click the Initiate Return button.

   

   Note: If you have more than one instance of your Returns Portal configured (that is: for different countries), you can select the required Returns Portal from the drop-down list.

   

   The selected Returns Portal will display, showing the items from the order that can be returned.

   
3. Register the return following the standard process:

   1. Select the item(s) to return and the relevant return details (for example: return reason and compensation method), and then click Proceed.

   2. Select the return method (for example: carrier drop-off location), and then click Proceed. A message will display to confirm the return.

   3. Click Submit. The selected item(s) are submitted for return.

Trackings: Export Tracking Data

In the Trackings module, you can request a file containing all tracking records or a filtered selection of tracking records in the parcelLab system within the last 90 days.

To request a data export:

1. Click the Export button on the Trackings page.

   

   The Export Filters pop-up will display.

2. In the Export section, select the Trackings view to export. Note: If All orders is selected, a pre-filled Date range field will display. You can change the date range by clicking the Cross button, then selecting a date range for the export.

3. In the Export as section, select the file format in which you want to receive the report.

4. Enter the email address that the export will be sent to.

5. Click Export. After clicking Export, a pop-up will display saying that the export was successfully requested. Once the export is complete, you will receive an email with a link to download the file.

Configuring Customer Communication Settings

In the parcelLab App, you have the option to edit, block or delete a customer’s email address. This will change where the email communications are sent, if email communications should be sent to an email address, or if the data should be deleted in compliance with GDPR.

Edit a Customer's Email Address

To edit a customer’s email address:

1. Search for the customer's email address in the Trackings module.

2. Click on the tracking record.

3. In the detailed tracking view, select the Change email option in the detailed tracking record.

   

   The form will display in a pop-up window, with the email address in the tracking record pre-filled in the Email field.

4. Enter the new email address to be associated to the tracking record.

5. Click Save. The new email address is saved.

Block an Email Address

To stop sending any parcel-related communication to a customer, you can block their email address by adding it to the denylist.

To add an email address to the denylist:

1. Search for the customer's email address in the Trackings module.

2. Click on the tracking record.

3. In the detailed tracking view, select the Put on deny list option in the detailed tracking record.

   

   A pop-up confirmation will display.

4. Click Confirm to put the email on the denylist. The email address is put on the denylist and the customer will stop receiving delivery notification emails.

To remove an email from the denylist:

1. Search for the customer’s email address in the Trackings module.

2. Click on the tracking record.

3. In the detailed tracking record, select the Remove from denylist option. A pop-up confirmation will display.

4. Click Confirm to remove the email address from the denylist. The email address is removed from the denylist and the recipient will receive delivery notification emails.

Delete an Email Address

In a tracking record, you can access the form for GDPR deletion (that is: removing all Personally Identifiable Information associated with the email address).

To delete a customer’s email address:

1. Search for the customer's email address in the Trackings module.

2. Click on the tracking record.

3. In the detailed tracking view, select the Start GDPR Deletion option in the detailed tracking record.

   

   The form will display in a pop-up window, with the email address in the tracking record pre-filled in the Email(s) of the person field.

4. Do any of the following:

   a. Select Delete all the data related to this email(s). b. Select Block all messages for this email(s).

5. Click Send Request. The GDPR deletion request is submitted. parcelLab will proceed to implement the GDPR deletion request specified in the form.

Communication: Export Communication Records

In the Communication module, you can request a file containing all communication records by communication channel (that is: email or SMS).

To request a data export of return communication records:

1. Click the Export button on the relevant communication page.

   

   The Export Filters pop-up will display.

   
2. In the Export section, select the communications view to export. Note: If All orders is selected, a pre-filled Date range field will display. You can change the date range by clicking the Cross button, then selecting a date range for the export.

   
3. In the Export as section, select the file format in which you want to receive the report.

4. Enter the email address that the export will be sent to.

5. Click Export. After clicking Export, a pop-up will display saying that the export was successfully requested. Once the export is complete, you will receive an email with a link to download the file.