Product Updates 2026
Discover the latest parcelLab releases and product enhancements delivered throughout 2026.
Manage data exports, share Copilot conversations, and monitor AI agents
This release introduces self-service data exports, shared Copilot chats for easier collaboration and a new AI Agents dashboard to monitor agent activity and customer conversations.
Take a tour of the latest updates in our interactive demo!
Set up your own data exports
Take control of data exports with a new dedicated page in the parcelLab App, where you can set up and run your exports. Simply choose the data you need, apply filters, and schedule recurring exports or download on demand.
Latest Product & Carrier Updates
Platform
Copilot
Copilot conversations can now be shared with other account users to view or edit, making it easier for teams to collaborate on the same topics.
Agents
A new AI Agents dashboard is now available to provide a central place to monitor agents, review customer conversations that need follow-up, and check agent settings and email activity.
Profile
The theme control has been moved to the profile menu, making it easier to manage display preferences alongside your other profile settings.
User Management
Password resets now enforce a minimum password length of 10 characters, improving account security for App users.
Engage
Trackings
Tracking details actions have been reorganised into clearer menus, making it easier to access tracking pages, return options, and shipment actions.
Email Templates
Shop codes are now shown alongside names in the email template selector, helping you identify and assign the correct shop.
Messages
Email content-policy warnings now show how many elements are affected and let you navigate to the flagged content to fix issues faster.
WhatsApp templates can now be imported into the message editor when a supported integration is available, reducing manual setup and ensuring placeholders are correctly mapped to the template.
Journeys
Journey triggers are now grouped by publish status, so you can quickly distinguish between live triggers, drafts, and unpublished changes.
Retain
Return Registrations
Return registrations and tracking details now include all items in a bundle, providing a complete record of the return for reference.
Selected outbound tracking custom fields can now be imported into return registrations, making relevant information available in the Returns Portal.
Returns Portal file uploads can now be restricted by file type and size, with additional validation to provide a more secure upload process.
Selected drop-off locations are now saved and shown on the return confirmation page, helping shoppers review where to hand in their return.
Returns Portal Configuration
Shopify customer tags can now be imported for return policy filters, allowing return rules to be tailored to specific customer groups.
Shopify returns can now support conditional original shipping refunds, helping refund calculations better match retailer policies.
Fraud & Abuse Protection
Fraud & Abuse Protection has been streamlined to bring risk insights, recommended actions, and analytics together in the overview and dashboard.
Engage
Messages
Fixed a bug where notifications for published but inactive messages suggested republishing a draft. Users now get guidance to activate and publish the message, or exclude it from the trigger.
Fixed an issue where the Apps dropdown in the message editor appeared empty when no apps were installed, with a clear message and link to browse the App Store now shown instead.
Surveys
Fixed an issue where previously saved survey answers could be lost when respondents returned to an earlier question.
On-Demand Messages
Fixed an issue where on-demand message previews could restart when returning to the page, preventing tracking results from being displayed.
Order Status Page
Fixed a bug where the Order Status page could fail to load when estimated delivery information was missing from a checkpoint.
Fixed an issue where customers could not search for an order by order number on the Order Status page.
Retain
Return Registrations
Fixed a bug where missing images could prevent packing slip PDFs from being generated.
Fixed an issue where shipment-level additional attributes from the v4 Order API were not available in returns, preventing article filters from correctly identifying non-returnable items.
Fixed an issue where shoppers could see an invalid exchange choice after selecting a return reason.
Fixed an issue where Shopify refunds could fail for orders with payments captured across multiple transactions.
Fixed an issue where Shopify draft exchanges could charge replacement items at list price instead of applying the returned item's credit.
Check message availability by language and Fraud & Abuse Protection enhancements
Gain visibility into language coverage for messages across your shops with the Message Overview page, alongside new Fraud & Abuse Protection capabilities, including parcelLab fraud scoring.
Take a tour of the latest updates in our interactive demo!
Latest Product Updates
Platform
Notifications
Subscription management is now also available from the Admin overview page and navigation menu, making it easier for administrative users to find and manage notification subscriptions.
Notification counts are now visible in the notification list, helping you assess the scale and severity of an issue without expanding each notification (read the docs).
Accounts
The account switcher now clearly labels non-live environments, helping you quickly identify which account you’re working in.
Convert
Promise Configuration
Promise list pages now show last modified dates, provide consistent sorting, and retain your list settings when returning from a details page, helping you review and manage configurations more efficiently.
Engage
Trackings
Trackings can now be filtered to identify return registrations where carrier pickup was the selected return method.
Audiences
You can now preview sample trackings that match an audience filter to validate your audience setup.
Messages
You can now view language coverage for email and SMS messages, helping you quickly identify missing translations across shops (read the docs).
Journeys
Additional journey actions are now consolidated into a simplified menu, while Add Trigger and Publish remain directly accessible for easier journey management.
When you move a trigger between journeys, you are now prompted to publish both journeys in one action, keeping source and destination configurations in sync.
Retain
Returns Portal Configuration
Return configuration lists now support saved filters, sorting, status visibility, and restored list state so you can return to the same view and find records faster.
Retention offers are supported on API v4, so that headless Returns Portal configurations can present offer-based alternatives as part of return registration.
You can now link Shopify Returns Order APIs to an existing Shopify OMS integration instead of pasting an access token manually.
Refund-method changes on the returns confirmation page now display a preview of fees, bonuses, and totals before confirmation.
Fraud & Abuse Protection
The following updates have been made to the Fraud & Abuse Protection feature:
The Fraud & Abuse dashboard overview now includes parcelLab fraud scoring.
Proprietary fraud data in the trust panel of tracking records, also available to use when building filters for targeting conditions.
Broader shipment flagging for fraud and abuse, expanding the Claims Manager to support Fraud and Abuse reasons (read the docs).
Platform
App
Fixed an issue where clearing a tag field using the keyboard did not enable Save, causing the previous value to reappear after reloading the page.
Engage
Trackings
Fixed an issue where some monetary values in tracking details were not formatted correctly.
Shops
Fixed a bug where saving shop settings could incorrectly overwrite the returns tracking page URL when it used a different host from the outbound tracking URL.
Audiences
Fixed an issue where filter fields beyond the first 100 were not loaded in audiences and other query builders.
Messages
Fixed a bug where return label downloads did not start when clicked from the email preview.
Fixed an issue where conditional placeholders inside HTML tables were incorrectly moved to the top of emails in the editor and preview.
Fixed a bug where AI translation was incorrectly available for webhook messages, which do not support translation.
Surveys
Fixed an issue where submitted NPS responses were not displayed in survey reporting.
Retain
Return Registrations
Fixed an issue where Shopify exchange orders could miss optional custom tags.
Fixed a bug where duplicate Shopify native exchange refunds could be created.
Returns Portal
Fixed an issue where pickup safe-place values were not persisted correctly, enabling safe-place instructions to be displayed in communications.
Fixed an issue where embedded Returns Portal modals and page changes could scroll incorrectly.
Returns Portal Configuration
Fixed an issue where custom Returns Portal theme asset content could be overwritten or invalid.
Fixed an issue where unavailable return statuses were not theme-editable, allowing you to keep return status messaging aligned with your Returns Portal theme.
Fixed an issue where invalid courier configuration could be published to a Returns Portal.
Copilot: From answers to action
Coming soon, Copilot can work directly with your live parcelLab setup to investigate issues, create and update configurations, and recommend improvements. Describe what you need, review the proposed changes, and approve them when you’re ready.
Copilot can help you:
Create communications
Build messages and journeys, manage translations, and configure campaigns and audiences.
New App dashboard and workflow improvements for Returns Portal configuration
This release introduces a new App dashboard, alongside workflow improvements for editing Returns Portal configurations.
Take a tour of the latest updates in our interactive demo!
Meet your new App dashboard
The new App dashboard brings the right tools and insights together with personalized guidance and task-based shortcuts that launch Copilot conversations. Content adapts to permissions and product access, so customer service teams and configuration users see the tasks and workflows most relevant to them.
Latest Product & Carrier Updates
Engage
Communication
Webhook request and response details now show request headers below the body and collapse long payloads, making details easier to review while keeping full payloads available to copy.
Journeys
Configured dynamic recipients are now displayed in journey overviews, including the recipient count and names.
Retain
Returns Portal Configuration
Returns Portal records in the list view now show your setup at a glance, including how many required and recommended items are configured for each portal and links to the relevant setup sections.
The Returns Portal configuration editor is now a single page. Setup status, publish status, and links to Basic Settings, Integrations, Advanced Settings, and Snippet are available together for easier navigation between sections.
The status bar at the top of the portal details page now shows publish status, production status, and last modified timestamp.
A new setup checklist separates required steps from recommended ones, shows overall completion progress, and links directly to set or edit the relevant fields.
The configuration overview option summarizes required and recommended setups for the Returns Portal, the configuration status, and provides links to the relevant setup section.
Extended return windows now use an order date range and fixed creation deadline so users can configure deadlines more clearly.
Return window advanced settings are now shown inline on each that users can easily review grace periods and targeting rules for each return window.
Orderless return article search now indicates when an item is already selected so shoppers can avoid adding the same item twice.
Translations for v1 Returns Portal have been improved with new and corrected localized messaging for order API availability errors, country defaults, and sign-in verification across supported languages.
Platform
Copilot
Fixed a bug where UI elements could be incorrectly obscured by the Copilot floating window.
Engage
Communication
Fixed a bug where additional email recipients were not clearly shown in communication details.
Messages
Fixed a display issue where the message HTML editor could differ from the email preview and saved output.
Journeys
Fixed a bug where numeric trigger filter values were added to the journey query builder as a string instead of an integer.
Surveys
Fixed a bug where importing a survey theme could fail to apply the selected theme settings correctly.
Retain
Return Registrations
Fixed an issue where Returns Portal image uploads could fail.
Fixed a bug where return reason selectors could become unresponsive after updating article selections in the Returns Portal
Fixed a bug where shoppers with orders outside the return period were unable to proceed.
Fixed a bug where unsupported Shopify exchange sources could cause returns to fail at confirmation instead of offering a refund.
Fixed a bug where completing a Shopify exchange for one item could make other items in the order unavailable for exchange.
Returns Portal Configuration
Fixed an issue where return operation history displayed outdated retry timestamps alongside the latest retry failure.
New survey theme editor and returns translation improvements
This release introduces the survey theme editor for creating branded surveys, alongside enhancements to returns translation management and Promise configuration.
Take a tour of the latest updates in our interactive demo!
Manage survey themes
Deliver a consistent brand experience across your surveys with the new survey theme editor. Customize your survey design with flexible styling options, advanced settings, and custom CSS for greater control over the look and feel of your surveys.
Latest Product & Carrier Updates
Platform
Admin
The Admin section now has a dedicated overview page with quick links to manage your account setup, integrations, and operational data.
Notifications
Setup notifications now provide clearer guidance and direct links to the relevant page to help you quickly understand and resolve issues.
Copilot
Copilot now supports additional file uploads, including images, JSON, HTML, Excel, and PowerPoint, giving you more ways to provide context and get relevant answers.
App
Required form fields are now marked with an asterisk and optional field labels have been removed, making mandatory fields easier to identify at a glance.
Convert
Promise Configuration
Promise delivery methods can now be duplicated to speed up creation of similar delivery method configurations.
Promise configuration changes are now easier to review before publishing, with a clearer summary of the differences between published and draft versions.
Engage
Snippets
You can now see which messages and templates use a snippet before making changes, helping teams manage shared content and access these configurations directly.
Journeys
Journey filters can now exclude trackings where surveys are already completed, preventing customers from receiving unnecessary reminder messages.
Retain
Return Registrations
Return registrations can be filtered by portal code and whether carrier pickup was selected for the return method.
Returns Portal Configuration
The following updates have been made to improve return translations management in the App:
The translations list view can now be filtered by language and portal version.
Unused translations can now be deleted.
V2 translations support markdown for adding lists and clickable links in the copy.
Translations for carrier options can now be edited by language alongside the configuration for each returns carrier API connection in the App.
Improved multi-brand Returns Portal setups by enabling the use of different brand themes with a single portal configuration.
Return rules can now be filtered using returned-article reason codes and weight.
A confirmation step can now be enabled for v2 Returns Portals, so that your customers are prompted to confirm before submitting a return.
Returns that have been issued a gift card now display the amount in Shopify admin.
The shipping method title on Shopify exchange draft orders can now be customized or removed, improving compatibility with fulfillment systems.
Platform
Notifications
Fixed an issue where opening an unread notification caused the list to refresh, close the notification, and move it to the top after being marked as read.
Copilot
Fixed a bug where detailed Copilot approval requests with prevented scrolling in the panel and made the approve and reject actions inaccessible.
Engage
Communication
Fixed a bug where the Emails list incorrectly showed an attachments badge for emails without attachments.
Experience Design
Fixed several issues with the filter builder to make creating and editing filters more reliable:
AI-generated filters can now be added and edited correctly in the visual builder.
Added clearer warnings when regular expressions are entered incorrectly as string comparisons.
Fixed an issue in On-Demand Messages where adding rules or groups could unexpectedly disable the visual builder and resetting filters required multiple attempts.
Messages
Fixed a bug where AI translations could not be regenerated for a language if its previous message was archived.
Fixed an issue where message type deletion errors didn’t display the reason for the failure.
Journeys
Fixed a bug where deleting a journey trigger left the deleted trigger page open instead of returning to the journey record.
Campaigns
Fixed campaign preview issues to provide a more reliable experience and clearer error messages, such as when layouts are missing required placeholders.
Fixed a bug where some form field labels in the campaign editor did not display the correct wording.
Retain
Returns Portal Configuration
Fixed a bug where Returns Portals did not display couriers inherited from parent accounts.
Fixed a permissions issue where users with view-only access could incorrectly access the Returns Portal creation flow.
Fixed a bug where relative timestamps displayed words in the wrong order for some languages.
Fixed a bug where replaced Shopify products could display missing product information by using matching SKU data when the original product was no longer available.
Fixed a bug where certain email address formats could cause issues when initiating a return from the App.
Fixed a bug where unsupported journey trigger events were shown when configuring return settlement mappings.
Shopify Returns
Shopify returns now represent parcelLab’s per-label return fees natively as a return shipping fee so you can view accurate refund fee breakdowns in Shopify.
Experience design improvements and more App updates
In this release we've improved various workflows across the App including survey, journey and message configuration.
Check out some of the latest updates in our interactive demo!
Latest Product Updates
Platform
App Store
Apps and recipes in the App Store now show their installation or request status directly in the app listings, reducing the need to open item details.
Recipe installation notifications now provide clearer messages and direct links to help you review successful and failed installations.
User Management
Password login attempts are now rate-limited so user accounts have stronger protection against repeated failed sign-in attempts.
Engage
Shops
Brand logos can now be managed directly in shop settings, providing more control over branding updates.
Experience Design
Placeholders can now be managed in the Assets section, making it easier to manage placeholders and their default values by their message type.
Journeys
Improved journey status indicators to clearly distinguish live, draft, and unpublished changes.
Improved configuration errors to display a warning if any messages are missing templates, in order to prevent messages from being published but not sent due to an incomplete configuration.
Surveys
Redesigned the survey editor to make creating, publishing, and distributing surveys more intuitive with clearer next steps and actions.
Retain
Return Registrations
Eligible returns can now be cancelled directly from the return registration details page to provide greater control over return requests.
Returns Portal Configuration
The Returns Portal now highlights the originally selected product option during variant exchanges to make it easier to choose the correct replacement.
Carrier pickup forms now support translations for a more localized customer experience.
Eligible items can now be exchanged again after a cancelled return registration.
Platform
Copilot
Fixed a bug where starting a new Copilot conversation from the Help menu cleared the active chat instead of starting a new one.
APIs
Fixed an issue where tracking updates could overwrite existing article
additional_attributesandtagsinstead of merging them.
Engage
Trackings
Fixed a bug that prevented Shopify orders from retaining their external order reference.
Messages
Fixed an issue where message type deletion errors failed to display the specific reason for failed deletions.
Snippet codes are now clearly displayed and can be copied, so that users can reference the correct snippet in messages.
Retain
Return Registrations
Fixed an issue limiting the maximum number of items that can be registed in a return flow to 20. This has been increased to 200, supporting larger return scenarios.
Returns Portal Configuration
Fixed a bug where return pickup labels without a tracking number could not be processed.
Resolved an issue where return eligibility could ignore the configured grace period when a delivery date was available.
Fixed an issue where prices were displayed using the incorrect currency format for some markets.
AI email template assistant and App enhancements
This release introduces the AI assistant for email templates and adds improvements across Copilot, tracking visibility, message testing, and Returns Portal workflows.
Take a tour of the latest updates in our interactive demo!
Build email templates with AI
The AI email template assistant is now available, helping teams generate responsive email templates faster. Simply describe the content, styling, and language you want, then preview and refine the template directly in the email template builder.
Latest Product Updates
Platform
Notifications
Notifications now include integrated Copilot support to help troubleshoot issues and recommend next steps.
Copilot
Copilot conversations now support document uploads to provide additional context for your requests.
Copilot usability has been enhanced with per-user chat history, a floating window, and reasoning progress logs.
Convert
Promise Configuration
Promise delivery method configuration has been simplified, allowing day-specific cutoff and handling times to be configured independently of carrier working days.
Engage
Trackings
Trackings can now be filtered to identify orders with multiple shipments more easily.
The tracking quick view now displays exceptions, delivery alerts, and latest customer notifications at a glance.
Carrier information and return tags are now displayed in the all shipments of order dropdown to make shipments easier to identify.
Incorrect carrier status matchings can now be reported directly from tracking details.
Installed app logs are now shown in tracking notification details for improved diagnostics.
Communication
WhatsApp Business template messages are now supported, with sent notifications viewable in the SMS section of Communication (read the docs).
Messages
Test email and preview settings now support tracking number or tracking ID input.
Test emails now use your account's sender identity by default, with an option to use the parcelLab demo sender available in the settings.
Journeys
Journey overview tables now show last updated dates for improved visibility of recent changes.
On-Demand Messages
On-demand messages can now be sent via SMS as well as email and webhook, with channel-specific message selection now available (read the docs).
Retain
Return Registrations
Returns initiated from tracking records using the embedded Returns Portal now include a direct link to the created return registration for faster processing.
Returns Portal Configuration
Returned articles can now be marked for restock during receive and close workflows.
Returns can now support inline same-product variant exchanges.
Returns Portal compensation and refund selection now supports an optional pill layout.
Returns translation management has been enhanced with inline automatic translation for additional portal translations and clickable links in translation content.
Returns Portal confirmation pages now adapt to the return status, displaying return progress and relevant next steps while hiding label downloads once a return is in progress or complete.
Previously submitted returns are now displayed in the Returns Portal, making it easier to review existing return details and labels during return registration.
Shopify returns now support changing the selected refund method after submission, with updated refund amounts applied when the return is closed.
Platform
Data Exports
Fixed an issue where exports could incorrectly default to a seven-day date range instead of using the selected filters.
Engage
Shops
Fixed a bug where the shop website URL required for email template links was not available to configure in shop settings.
Communication
Fixed a display issue where recipient and subject details could be hidden or incorrectly displayed in communication cards.
Messages
Resolved responsive layout issue affecting the message editor and preview on smaller screens.
Journeys
Fixed a bug where journey triggers with incomplete setup were not displayed in the journeys list.
Fixed an issue where the journey publish review displayed an incorrect or incomplete summary of configuration changes.
Retain
Return Registrations
Fixed a bug where communication links in return registrations did not open the associated communication details.
Returns Portal Configuration
Fixed a bug where Returns Portal links in return integrations and translations lists incorrectly opened the item details page.
Fixed an issue where disabled return carrier reasons were not shown when no carrier options were available.
Fixed a bug where returns custom fields did not include group-code data.
Fixed a bug where configured broker courier group codes were not available in tracking event additional fields.
Fixed a bug where exchange options displayed in the wrong order.
Extend the Order Status page with custom apps and much more
This release brings custom app content to the Order Status page via campaigns, AI message translations for multiple languages, and language-specific campaign images for localized experiences.
Take a tour of the latest updates in our interactive demo!
Embed app content on the Order Status Page
Enhance your Order Status page with custom apps that deliver engaging content through targeted campaigns alongside tracking updates.
Head over to our App Store and choose from apps, including:
Weather Forecast - provide local weather conditions and delivery recommendations.
Trending Late - highlight shipments at risk of delay and guide customers with the latest delivery information when the Trending Late feature is enabled.
Latest Product & Carrier Updates
Platform
User Management
Initiate Returns is now available as a dedicated role and automatically included with the Customer Service Agent role to improve management of returns permissions.
Notifications
Notifications can now be filtered by updated date to make it easier to review recently changed notifications.
Added notifications to alert account administrators before trial features expire.
Agents
Forwarded WISMO emails now retain original customer images and attachments to ensure support teams have the relevant information to resolve issues efficiently.
Integrations
Support agents can now mark shipments as claimed in the Zendesk app to streamline support workflows (read the docs).
Convert
Promise Configuration
Delivery methods name search is no longer case sensitive to help users find Promise configuration records quicker.
Engage
Trackings
Tracking details now display upcoming scheduled messages to provide better visibility into planned communications.
Experience Design
Redesigned version history with visual previews, code differences, and visibility into who made each change across messages, email templates, and snippets.
Improved message and snippet previews by highlighting unsupported content that will be removed before sending to ensure previews more accurately reflect delivered emails.
Webhook messages now support snippets to make it easier to reuse content across payloads.
Messages
AI translations can now be generated for multiple languages at once for quick and efficient management of messages (read the docs).
Message type details now show associated triggers with quick links for direct navigation.
Enhanced email and webhook editing with resizable editor and preview panel for a more customizable layout.
The email message preview placeholder toggle setting is now persisted across messages and sessions to preview content more efficiently.
Journeys
The journey publishing workflow has been improved, including:
Unpublished journey changes are now highlighted by a red indicator and tooltip next to Journeys in the navigation pane.
Improved distinction between draft and modified journeys with clear "Draft" and "Changed" statuses.
Publish actions are now available directly from the journey overview.
Publishing from either the overview or journey record now always opens the change review page before publishing.
Campaigns
Campaign images now support language-specific variants to help teams localize campaign visuals (read the docs).
Surveys
Surveys can now be duplicated from the survey list to speed up creation of similar surveys (read the docs).
On Demand Messages
On-demand messaging now supports CSV uploads of order and tracking numbers up to 365 days old to make it easier to test and target specific shipments.
Retain
Return Registrations
Return registration lists now reflect accurate subtotals for the return's value, making partial returns easier to review.
Refund artifacts are now shown on return registration details so support teams can inspect issued gift cards and related refund instruments.
Return registration lists now support searchable filters, so that filters can be searched for by the filter's name or value.
Returns Portal Configuration
Returns Portals can be configured to support online right-of withdrawal requests (read the docs).
The Publish Setup page now includes a dedicated review page that displays changes by section (for example: translations, return reasons), making it easier to review configuration changes before they are published.
v2 Returns Portals support configurable article selection fields so that you can collect structured shopper input, including file uploads, during return article selection.
The Returns Portal Configuration page now includes a Copilot Configuration Overview button, so you can access AI-assisted configuration context faster.
Returns v2 pickup date rules can now exclude holidays, helping merchants prevent invalid pickup selections.
Return Portals can be configured to display quantities and measurements in the unit systems expected by your customers (for example: metric or imperial), so that you can deliver a local experience without editing stored data (for example: article weight).
Carrier rate optimization for v2 Returns Portals can be configured to display the most cheapest carrier options first.
Error messages for v2 Returns Portals can now be customized and translated inline.
If you have multiple root return reason groups displayed in your Returns Portal, the order in which they are displayed can now be changed for more control over the display of reason lists on the item selection page.
Shopify retailers can opt to enable customer notifications from Shopify when parcelLab processes refunds to the original payment method.
Refund estimates for uneven Shopify exchanges now use a unified calculation, helping users review exchange costs more consistently.
Highlighted Shopify collections can now be configured on the uneven exchange entry screen so you can promote selected exchange options.
The headless returns API now supports pickup availability, applying pickup options, and creating pickup orders during return registration.
Platform
App
Resolved an issue where App updates could fail to complete when multiple browser tabs were open.
Notifications
Fixed an issue where notification subscription emails could incorrectly display a higher notification count of new issues than existed.
Copilot
Fixed a bug where resizing the screen could clear an unsent Copilot prompt.
Convert
Promise Configuration
Fixed an issue where the Carrier filter in Delivery Methods displayed carriers that were not relevant to the current account.
Engage
Communication
Fixed a bug where long communication titles could affect the display of webhook records.
Shops
Fixed a bug that incorrectly required a sender name when configuring shops.
Messages
Fixed an issue that prevented duplication of messages when shared placeholders present.
Fixed a bug where language tabs could become inaccessible when working with messages containing many language variants.
Fixed a bug where the message editor preview did not refresh after changing the template.
Journeys
Fixed an issue that allowed triggers to be saved without a trigger event.
Fixed a bug where the journey trigger table behaved inconsistently between list and detail pages.
A/B Tests
Fixed an issue where A/B test winner variants were recommended based on total clicks rather than click rate.
Campaigns
Fixed an issue where removing a mobile banner image could prevent campaigns being saved.
Fixed a bug where images selected from the Media Library could prevent changes being saved.
Surveys
Fixed a bug where editing the survey side panel navigated back to the main page after making a change.
Retain
Return Registrations
Fixed a bug where return registration exchange settlement details did not reconcile correctly.
Returns Portal Configuration
Fixed a bug where the Shopify retention offer refund preview displayed incorrectly.
Fixed an issue where Shopify return refunds applied the full refund to the first transaction rather than across suggested parent transactions.
Fixed a bug where uneven exchange credits could be incorrectly applied to variant exchanges.
Fixed an issue where return quantities could be displayed inconsistently after partial returns.
Fraud & Abuse Protection dashboard and App enhancements
This release includes a new Fraud & Abuse dashboard in Returns, providing a dedicated view for fraud signals and recommend setups, with further usability and workflow updates across the App.
Take a tour of the latest updates in our interactive demo!
Fraud & Abuse Protection Dashboard
The Fraud & Abuse Protection feature has been enhanced with a new dashboard in the parcelLab App to help you manage and optimize fraud prevention workflows. Located in Returns, you can access recommended configurations, quickly navigate to related operational areas, and use the Copilot to refine your setup.
Latest Product & Carrier Updates
Platform
Notifications
Subscription management is now available in the Notifications Center to provide control over notification visibility and recipients.
Profile
The display mode in the parcelLab App can now be changed from the global navigation pane to allow you to choose from light or dark themes, or sync with your system settings.
App Store
Installed apps now display extended status and deployment information in the list view to help you monitor app health and runtime activity without leaving the page.
Agents
The WISMO/R agent can now forward an email conversation to your support team to provide context for escalated customer cases.
Engage
Trackings
Detailed tracking records have an improved information layout, including:
Key tracking details on the top row (that is: Customer name, order number, current tracking status and last notification sent)
Risk indicator including the display of key risk signals and additional customer segmentation data to enable smarter decisions for customer cases with high risk signals
New Book Event option on tracking records allows you to send a custom event to be displayed in the order status history, which can be used for testing and triggering notifications.
You can now request an update for carrier events that are not yet matched in the parcelLab system.
Communication
Communications can now be filtered by language, bounced status, and A/B test emails to make it easier to find and review message activity.
Communication filters are now searchable to allow you to quickly find and select relevant filter options.
Experience Design
Added clearer draft and publish actions for email templates, snippets, and messages to reduce ambiguity over unpublished changes and allow you to save and publish in a single step.
Messages
Translations can now be applied across multiple message types at once for quick and efficient management of messages.
Guidance for publishing inactive messages has been improved with clearer labeling when setting the Active status toggle in message configuration, explanatory tooltip on the disabled Publish button, and link to activate inactive messages on the warning banner.
Journeys
The type of recipient is now displayed for journeys to make it easier to identify who communications are being sent to, including customers, test recipients, and internal teams.
Error messages displayed when publishing journeys now show and link to the related webhook, message, or trigger to help you identify and resolve issues quicker.
Campaigns
Campaign filters have been redesigned with searchable dynamic filters, saved views, and lifecycle statuses to improve campaign discovery and align with standard filters in the App.
Surveys
Published surveys now display next-step guidance with links to Campaigns and Messages to help you embed surveys in communications quicker.
Surveys can now be triggered to open automatically on the Order Status page for customers to complete with the
&fullSurvey=trueURL parameter.
Retain
Return Registrations
Return registration records now include the following details if the data is available:
Accepted and rejected quantities for each article line item
Status of receipt in the warehouse
Tracking numbers for return labels in the RMA Information section
Return event logs in the Operations section
Returns Portal Configuration
Improved translation workflow for v2 Returns Portals, including a button to edit translations within the draft preview.
Surveys can now be embedded in the return confirmation page of Returns Portals using the dedicated Survey block in Campaigns.
Bonus and fee amounts can now be configured for your compensation methods in the Refund Adjustments section in your Return Policies.
The direct URL for signing in to your Returns Portal now supports using a hashed email address for protecting customer privacy.
Engage
Shops
Fixed issues in shop configuration that incorrectly required a test email to be entered and prevented multiple alert email addresses being saved.
Snippets
Fixed an issue where the Custom snippets filter could incorrectly display default global snippets instead of only snippets created within the current account.
Messages
Fixed a layout issue in webhook testing where Preview and Send actions could cause the content window to expand beyond the screen.
Journeys
Fixed an issue where special characters in trigger names were incorrectly displayed as HTML entities in the trigger detail page header.
Campaigns
Fixed an issue where filter fields created at group account level were not appearing in campaign audience filters for child accounts.
Retain
Returns Portal Configuration
Fixed issues in the Returns Portal advanced settings by resolving duplicated entry in fields, adding consistent expand/collapse behavior across sections, and hiding section descriptions when collapsed.
Return Portals configuration details page now shows the name of the Returns Portal instead of the service type.
Resolved an issue causing errors on carrier API details pages in Integrations.
Fixed an issue in the Return Options overview where linked carrier APIs and option counts were not displayed correctly to mapped Returns Portals.
Edit messages by language, new Returns Portal theme editor and more
In this release, we've added multilingual message management, an in-App editor for Returns Portal themes and more improvements for App users.
Take a tour of the latest updates in our interactive demo!
Edit Messages by Language
We’ve made it easier for you to manage your messages across multiple languages. You can now browse, search, and switch between all messages in a selected language from one sidebar, enabling greater efficiency in working across localized message variants.
Returns Portal Theme Editor
The new Returns Portal theme editor gives you full control of the look and feel of your portals. Directly edit the HTML and CSS files that reflect your brand’s visual identity and preview every change before publishing theme updates to a live Returns Portal.
Latest Product & Carrier Updates
Platform
App
Redesigned App’s login landing page with related links grouped together for more intuitive navigation to key functions, workspaces and resources.
Notifications
Notifications can now be filtered by date or type. You can also create filtered views for notifications to keep track of the most important alerts in a single view.
If a configuration error can be resolved in the App, the notification now includes a direct link to the relevant section to fix the error.
Copilot
Copilot now includes clickable prompt options for the most recent message in a chat.
Copilot responses can now include charts and graphs, so that data summaries are easier to understand at a glance.
Engage
Communication
The search in Communication has been extended to support additional filter fields, including recipient email address, order number, and tracking number to help teams find messages quicker.
Experience Design
Redesigned the Experience Designer overview page with related functionality now grouped together for more intuitive navigation to communication setup.
Experience Design Setup navigation pane now includes a new Assets menu option that groups Email Templates, Snippets, and Media into one central location to make finding and managing assets used across communications easier.
Snippets
Snippets can now be filtered by status through dedicated tabs to improve visibility and control over active and archived snippets.
Messages
You can now browse, preview, and insert message placeholders using real tracking data in the editor to improve accuracy of placeholder selection.
Campaigns
Redesigned the campaign creation and editing flow into a two-step setup for base campaign settings and adding campaign content with real-time preview to enable easier campaign building.
Surveys
AI report summary is now available for survey results to view structured insights on survey responses.
On Demand Messages
Improved the on-demand message creation flow with a more intuitive and streamlined setup experience.
Retain
Returns Portal Configuration
Return Reasons table view now provides a detailed overview for each return reason, including visual indicators for required and optional feedback components.
Updated descriptions for return reason settings to improve setup experience.
Standardized display of edit and delete options in configuration overview pages for more intuitive access to manage Returns Portal settings.
Automations for closing and expiring return registrations are now managed in the Return Settlement section.
Fraud insights, size recommender and more
This release includes powerful new capabilities to enhance fraud protection, AI-powered size recommendations, and self-service promise rules.
Take a tour of the latest updates in our interactive demo!
Fraud & Abuse Insights
Leverage our Fraud & Abuse Insights tool to view risk signals in the parcelLab App to help you identify behavioral patterns based on customer activity. Then simply create automated policies to reduce refund abuse and protect revenue, while maintaining a frictionless experience for trusted customers.
Size Recommender
Help customers choose the right size with AI-powered recommendations displayed directly on product pages to boost conversion and reduce size-related returns. The Size Recommender analyzes return data and customer feedback to indicate whether items run small, large, or true to size and can be simply integrated via API or a customizable UI widget.
Latest Product & Carrier Updates
Platform
App
Help button in global navigation now includes options to ask Copilot or connect directly with parcelLab support for assistance.
Notifications
The Notification Center role to view notifications and alerts for an account is now available to assign in User Management.
Copilot
Updated Copilot chat module for smoother user experience, including multiple tabs for each open conversation.
Insights
A System Monitoring dashboard is now available from your profile to provide a centralized view of tracking performance, carrier reliability, and communication and integration coverage.
AI report summary is now available for the Network Monitoring report (Returns Insights).
Voucher Codes
You can now filter your uploaded voucher codes by usage (that is: used or unused).
Integrations
Magento 2 plugin updated to version 2.4.24 with PHP 8.2 compatibility improvements.
Convert
Promise Configuration
The new Promise Overview dashboard provides quick links to managing your setup and an overview of the most recent changes.
Promise rules can be configured to temporarily override settings for active delivery methods during a specific time period.
Version history is now accessible for Service Levels, Warehouses, and Delivery Methods to enable visibility over configuration changes.
Engage
Trackings
A quick view of tracking details is now available in the Trackings page to enable customer service agents to access key information faster and resolve customer inquiries more efficiently.
Experience Design
The history timeline now displays user information alongside version changes.
A warning is now shown in the email template and message previews to highlight if there are template responsiveness issues that may impact display on mobile devices.
Snippets
Snippet tags can now be copied and pasted directly into the HTML editor in email templates.
Snippets can now be duplicated as a standard copy or using the AI generator for quick reuse of existing snippet configuration.
Messages