Product Updates 2025
Review the parcelLab features, improvements, fixes, and carrier integrations released during 2025.
Select a tag on the right to view releases with enhancements for that feature area.
Chat with your data and more App updates
In this release, we've upgraded Copilot with analytics conversations to unlock insights into your data quicker and delivered more improvements to the App.
New Features
Take a tour of the latest updates in our interactive demo!
Copilot: Chat with your data
Copilot's newest functionality enables you to have natural language conversations with your analytics data in parcelLab. Looking at your performance analytics, Copilot generates executive summaries and actionable recommendations tailored to your business. This means faster insights, reduced reliance on manual reporting, and the ability to make data-driven improvements that optimize your post-purchase experience.
Latest Product & Carrier Updates
Platform
User Management
Admin users can now assign the elevated roles (Experience Design Admin, Returns Admin, Trackings View: Expert Mode, and On-Demand Message Admin) to users in their organization without needing to request parcelLab support.
Copilot
Copilot's responses now include suggested prompts that you can copy and paste into the chat field.
App Store
Applied recipes can now be uninstalled from the App Store.
A summary of the components installed for a recipe is now shown, with the detailed list view expandable.
GDPR Requests
Requests for GDPR data deletion and future email suppression are now supported in the App.
Convert
Promise Configuration
Days that a warehouse operates can now be set in warehouse configuration to ensure accurate cutoff times and promise calculations.
Engage
Trackings
Search results now display the number of days for the selected date range and the timezone to provide clearer context for the current dataset.
Snippets
Reusable HTML snippets can now be generated with AI to enable quicker creation of consistent brand content. You can either choose one of the in-built templates or create custom snippets by entering a description.
Improved the process for adding snippets to email templates, with header and right-click options now available to insert configured snippets from a popup and preview them.
Journeys
Triggers can now be moved to new or existing journeys to improve maintenance and organization of journeys.
Surveys
Surveys can now be archived, including those with responses, which remain available to view and export.
Retain
Return Registrations
Customer service users can now initiate returns in the App without needing the Return Experience Manager role.
Returns Portal Configuration
Apple Pay and Google Pay can now be displayed as refund method providers in the Returns Portal.
Returns module in the App has the following updates to improve user experience:
The Return Policies section is where you can edit the following: Return Windows, Compensation Methods, Refund Methods, and Article Eligibility Rules.
Carrier Options section is renamed Return Options.
Return Window configuration interface is updated to display basic settings and an option to configure advanced settings for the return period.
Convert
Promise Configuration
Fixed a bug where the operating day name labels in Promise delivery methods did not display in the selected language.
Engage
Trackings
Fixed a bug where valid trackings were not appearing in search results.
Snippets
Fixed an issue preventing snippets from saving due to a validation issue with the Name field.
Messages
Fixed a bug where changing the name of a webhook incorrectly changed the message type.
Order Status Page
Resolved an issue where placeholders did not render correctly on the order status page.
Retain
Return Registrations
Fixed a bug where customer-uploaded repair photos did not display in the returns approval flow.
Returns Portal Configuration
Fixed an issue that blocked updates to compensation method rules when selecting "Warranty exclude" as a category.
Fixed a bug where return reasons could not be dragged into a group.
Poshmark integration and App improvements
This release delivers an integration with Poshmark and more enhancements in the parcelLab App.
New Features
Take a tour of the latest updates in our interactive demo!
Poshmark Integration
parcelLab’s Poshmark integration lets your Returns Portal users seamlessly list non-returnable items on Poshmark, with the opportunity to recoup costs and give unwanted items a new home.
The Poshmark integration is currently only offered in the United States and Canada, which are the regions where Poshmark operates.
Latest Product & Carrier Updates
Platform
Profile
An indicator has been added on the profile icon to highlight when there are missing profile details and any unread notifications for your account.
A progress bar has been added to show the percentage of profile details completed and any missing information.
App Store
Apps and recipes are now differentiated by color in the App for more intuitive differentiation.
You can now include additional information when requesting app installations using the comment field to provide more context for your request.
Convert
Promise Configuration
Delivery methods in the Promise module can be filtered by country code (for example: USA, DEU), carrier, your configured warehouses and Promise calibration (for example: conservative or aggressive).
Engage
Experience Design
A mobile preview is now available in Email Templates and Messages to ensure communications are responsive and visually correct on mobile devices.
Messages
You can now bulk publish or delete messages and set multiple messages to active or inactive at once for quick and efficient management of messages.
A status indicator is now shown when a message has been set to inactive in Messages.
Added an option to manually control the display of order placeholders in test emails to ensure test content now accurately reflects trigger-level configurations and prevent mismatches with live emails.
Campaigns
Product recommendations can now show items specific to a brand to ensure relevant products are displayed in multi-shop setups.
Platform
App Store
Fixed an issue where selecting to view an app or recipe was opening the details page at the bottom rather than anchoring to the top.
Engage
Trackings
Fixed a bug where clicking Deselect All did not automatically reset filters to the latest state.
Fixed an issue where filters did not persist for outbound trackings after navigating to tracking details and back to the results.
Resolved an issue where double-clicking a filter option caused the trackings page to become unresponsive.
Fixed an issue where the unsaved changes prompt incorrectly displayed when using the search and then navigating away from the trackings page.
Messages
Fixed a bug where not all templates were available to select from when creating messages.
Fixed a bug where the message history was not displaying.
On-demand messaging, premium analytics and App updates
This release introduces On-Demand Messaging for proactive customer communications, AI-powered Premium Analytics to get deeper insights, and a collection of updates across the App.
New Features
Take a tour of the latest updates in our interactive demo!
On-Demand Messaging
The On-Demand Messaging feature is available to request for all accounts using parcelLab Journeys! Use real-time tracking and order data to send targeted messages on demand to proactively communicate with customers in cases of fulfillment and delivery issues. The feature release includes the functionality to enable exceptions to message sending (for example: even if the shipment was cancelled).
Premium Analytics
The Premium Analytics feature is now available! Unlock more actionable insights in the parcelLab App with customizable dashboards and visualizations, and access AI-powered predictions, all tailored to your data. This solution supercharges your existing post-purchase insights from by providing you greater visibility, faster decision-making, and data strategies that scale with your business.
Latest Product & Carrier Updates
Platform
App
The transition to the parcelLab App (app.parcellab.com) continues, with accounts being automatically migrated from the parcelLab Portal (prtl.parcellab.com) from 30 November 2025 ahead of the Portal’s retirement at a later date.
App Store
The name of installed recipes is now displayed rather than the recipe ID.
APIs
A beta of the parcelLab MCP server (https://github.com/parcelLab/parcellab-mcp-server) is now available, exposing parcelLab logistics APIs to MCP-compatible clients for order tracking and return registrations.
Engage
Communication
Fixed a bug where the tracking link did not open on a separate window when viewing emails in the Communication module.
Messages
Fixed an issue where no results were returned when searching for templates in the email preview.
Surveys
Resolved an issue where surveys or survey results did not load from direct URLs.
Order Status Page
Fixed a bug for the supported language code for traditional Chinese translations.
A/B testing live and self-service claims
In this release, we've rolled out our A/B Tests feature to optimize message performance and self-service claims in the Returns Portal to simplify the claims process for customers and retailers.
New Features
Take a tour of the latest updates in our interactive demo!
A/B Testing for Messages
The A/B Tests feature is now live for all accounts using parcelLab Journeys! Experiment with your message components and see what drives higher engagement and conversion among your customers. You can now configure A/B tests for multiple languages and view the results for your A/B test by language.
Self-Service Claims
Streamline the claim handling process by giving customers a simple way to report missing parcels and upload a Declaration of Non-Receipt form directly in the Returns Portal with our new Self-Service Claims feature. All claim details are stored in the tracking record and can be shared with your customer service team to help resolve claim issues faster.
Latest Product & Carrier Updates
Platform
Notifications
A timestamp is now shown for each notification and alert in the Notifications Center.
Copilot
The Copilot sidebar can now be manually resized via the handle and the "Increase chat size/Decrease chat size" option at the top of the Copilot interface to provide more space for reading and interacting with chat content.
Convert
Promise Configuration
Acceptable minimum and maximum expected days until delivery can now be configured for delivery methods to provide a window in which the earliest and latest promise dates must fall within.
Engage
Experience Design
A warning message is now displayed when navigating away from forms (for example: messages) in the App with unsaved changes, allowing you to save, discard changes or continue editing.
Email Templates
Validation has been added to ensure the {{content}} placeholder is contained in email templates and a warning shown if it is not. The {{content}} tag is also available at the top of email templates allowing you to quickly navigate to and customize the position of the placeholder.
Find and replace functionality has been added at the top of the HTML editor.
Surveys
Surveys embedded on the Order Status page now capture the response from the survey preview and prefill the selected answer when redirecting to the full survey.
Order Status Page
Added a new section on the Order Status page for users to track return shipments in an order and download return labels.
Retain
Returns Portal Configuration
Minimum value returns feature is now configurable to limit the number of low value returns registered by a customer within 90 days.
Exchanges in the Returns Portal can now be configured with a filter to define products that are eligible or not eligible for exchange. This enables you to include or exclude a specific set of products for exchanges when registered via the Returns Portal.
If your Returns Portal is configured to display extended article information (for example: price or product dimensions), you can now define which additional information to display for products.
Platform
Accounts
Fixed an issue where pasting an account number containing spaces into the account search did not return any valid results.
App Store
Fixed an issue where selecting AI Agents in the navigation pane displayed all apps in the App Store.
Fixed an issue where selecting to go back on the details page of an installed app redirected to all available apps instead of the list of installed apps.
Engage
Trackings
Fixed an issue where users without the necessary permission could access the Export button in the Trackings module.
Fixed a bug where clicking the "Show raw data" button could cause delays in loading or make the page unresponsive in the Trackings module.
Fixed an issue with the Shop filter not returning results in the Trackings module.
Email Templates
Fixed a bug where sorting email templates by language only sorted templates on the current page rather than all template records in the account.
Fixed a bug where the Delete button was shown while creating a new email template (that is: before the record was saved).
Surveys
Fixed a bug where survey charts were not refreshing in line with incoming responses.
Order Status Page
Fixed a display issue on the Order Status page where the third column showed a white background.
Fixed a bug where survey charts were not refreshing in line with incoming responses.
Gorgias integration, new insights agent and App updates
This release is packed with improvements to the parcelLab App and includes the release of the Insights agent.
New Features
Take a tour of the latest updates in our interactive demo!
Gorgias Integration
parcelLab's Gorgias integration streamlines support workflows by delivering real-time order and tracking information directly in the Gorgias interface. Without needing to switch platforms, customer service agents can easily provide customers with the latest order status information and decrease time to ticket resolution.
Insights Agent
The Insights agent is now available for all parcelLab App users! Get a summary of your reporting data in a highly readable and shareable format, with actionable tips for immediately fine-tuning your post-purchase configuration in the app. Access your AI-powered insights in the Emails Report or using the Copilot prompt menu.
Latest Product & Carrier Updates
Platform
App
Updated landing page now has a tracking search field to simplify workflow for troubleshooting order-related issues.
Copilot
Copilot option has been added to the local navigation pane for the App landing page to allow increased visibility and access to Copilot.
"Clear chat" option has been added to the Copilot interface to allow users to reset chats without needing to type a prompt.
App Store
Related apps and recipes are now shown on partner app detail pages for easier discovery of relevant integrations and use cases."
Insights
The Claims report now shows returns data as well as outbound trackings by default, which users can toggle between via the top-level Return filter.
Improved the returns analytics experience for Shopify users by removing the Network Monitoring and Registrations reports to ensure only relevant insights are displayed (for example: the Shopify Returns report) and allow quick and efficient monitoring of returns KPIs.
Increased the automatic refresh interval for Premium Analytics (beta) and analytics embedding views to 30 minutes to reduce the frequency of session resets and preserve applied filters and navigation.
Convert
Promise Configuration
Configuration of delivery methods have been updated with the following improvements:
Regions can be added when configuring delivery methods.
The list of carriers now includes the technical name, which enables better clarity for accounts that use multiple services offered by one carrier.
Engage
Audiences
"Opt-in required" field has been added to the Audiences section of the App to allow users to create campaigns targeting only opted-in users. Note: Please contact your parcelLab representative to ensure opt-in data is correctly synced with parcelLab before use.
A/B Tests
Improved A/B test configuration allows the selection of individual messages within a message type, while the listed message test variants are grouped by language, enabling easier configuration of localized A/B test variants.
Surveys
Published surveys can be duplicated to ease re-creation and editing of previously used survey structure and content.
Retain
Returns Portal Configuration
The Returns Portal supports a variant filtering mode for Shopify exchanges that only shows variants with current prices matching the original purchase price (within a difference of $0.50).
The Retention Offer feature now supports gift cards as a compensation method, providing customers more flexibility when choosing a refund.
Platform
Accounts
Fixed an issue where switching accounts did not properly refresh the page and show data from the newly selected account.
Engage
Shops
Fixed a bug where the Public Email, Test Email, and Alert Email fields were incorrectly shown as optional instead of mandatory in the Shops section of the App.
Messages
Fixed an issue preventing image uploads to emails in the Messages section of the App, ensuring proper file handling and clear error feedback.
Surveys
Fixed a bug where the survey settings side panel closed after entering the first character.
Smarter returns configuration, Kustomer integration, and advanced analytics
This release introduces enhanced configuration for return reasons, a new integration with Kustomer to streamline customer support, and our powerful Premium Analytics capabilities.
New Features
Take a tour of the latest updates in our interactive demo!
Return Reasons V2
The latest version of the return reasons feature for Returns Portals enables greater flexibility in configuring the display of return reasons. Define groups to categorize return reasons and add filters to further customize the display of return reasons and feedback components. This improvement enables greater adaptation to the details of your return policy while ensuring you capture the feedback you need from customer returns.
Returns Carrier Selection Enhancements
We’ve made several improvements to the configuration of carrier options displayed in Returns Portals:
Enhanced configuration of in-store return option to display store locations based on a customer's address.
Improved display logic for carrier selection, enabling you to hide less favorable carrier options and display additional information for each carrier option.
New rate-optimization filters to enable dynamic display of carrier options based on label cost.
Kustomer Integration
Introducing the parcelLab Kustomer app integration, bringing the power of the parcelLab platform directly into the Kustomer CRM. With this new integration, customer service agents can access real-time order and tracking information without leaving the Kustomer interface, streamlining support workflows and increasing resolution times.
Premium Analytics (Coming Soon)
Explore our new Premium Analytics to unlock more actionable insights in the parcelLab App. Premium Analytics enables advanced self-service to customize dashboards and visualizations, as well as access to AI-powered predictions, all tailored to your data. This solution empowers users to drill down into data, create and edit dashboards directly in the App, and request bespoke dataset extensions, allowing you greater visibility, faster decision-making, and data strategies that scale with your business.
This feature is currently in beta as we actively gather feedback to shape the final release. You can request a demo to explore the capabilities of Premium Analytics by signing up here.
Latest Product & Carrier Updates
Platform
Copilot
Improved Copilot layout with a persistent, collapsible sidebar, allowing you to access in-app support while continuing to navigate the app without interruption.
App Store
Two Boxes integration now available to install in the parcelLab App Store.
Engage
Trackings
The trackings search now supports sorting by relevance when a search term is provided, with an additional option to sort by date available for greater flexibility.
Added support for saving relative date filters (for example: last 7 days), allowing you to apply up-to-date filters without manually reselecting date ranges.
Campaigns
A direct link to the Audiences section has been added in the campaign setup to help you easily navigate and create new audience records.
Surveys
Surveys page includes the survey ID in the list view so it can be easily copied for use in API calls through the Survey endpoint.
Survey responses can now be filtered by a question type within a published survey.
Each data entry for survey responses includes a link to the original survey.
Retain
Returns Portal Configuration
Partial refunds of return packs with a single SKU can be configured for Shopify retailers using the Returns Portal.
Return fees (that is: flat fee per return, fee per item, exact return label cost) are now displayed for your customers on the return confirmation page and in your Shopify Admin.
Engage
Campaigns
Fixed an issue where clicks on product recommendations were not logged in campaign analytics.
Fixed a bug where the campaign email placeholder was no longer automatically added above the content block in the associated templates.
App Store returns integrations and new insights agent
In this release, we're expanding the App Store with new returns integrations and added a new AI-powered agent to surface actionable insights.
New Features
Take a tour of the latest updates in our interactive demo!
App Store for Returns
Elevate your returns experience with the latest expansion of the parcelLab App Store. With new returns capabilities available in the App Store, it’s easier than ever to deploy advanced solutions with minimal technical lift. Tap into high-impact integrations from partners like ReBound, Metapack, Global-e, and Happy Returns, plus parcelLab’s own returns features and AI agents to enhance efficiency and streamline your returns flow.
Insights Agent (Coming Soon)
Increase speed to insight with the Insights agent, coming soon to your Analytics dashboards in the parcelLab App. Get a summary of your reporting data in a highly readable and shareable format. The Insights agent also provides actionable tips for immediately fine-tuning your post-purchase configuration in the app, enabling better data-driven experience design decisions.
Latest Product & Carrier Updates
Platform
Copilot
Copilot includes a troubleshooting agent that can quickly provide an overview of an order’s status and assist you with resolving order-related issues for trackings in the parcelLab system.
App Store
The App Store navigation pane has been reorganized into distinct categories (Apps, Recipes, AI Agents, Partnerships), with tag-based filters and dedicated details pages for each item.
Recipes can now be applied directly from the recipe details page in the App Store through an embedded installation flow.
Status Model
New exception reasons for
Lost,Destroyed, andSeizedhave been added to our status model to provide defined events for missing items.
Convert
Promise Configuration
Warehouse handling times and line-haul handling times can now be configured per day for each delivery method.
Engage
Trackings
Enhanced role-based access to the "Show raw data" button on the tracking details page, allowing users with the Trackings View: Expert Mode permission to view raw tracking data.
Experience Design
A dedicated landing page has been added for the Experience Design module, providing an overview of key metrics, recent updates, and quick actions to easily create new records.
A/B Tests
A/B tests have a new ‘Scheduled’ status for tests that are created, published and have the start date in the future.
Campaigns
Campaigns no longer have an ‘Archived’ status. Campaigns that are archived are removed from your Campaigns list.
Enhanced marketplace tracking, third-party retailer returns and more
With this release you can get enhanced marketplace tracking, a streamlined third-party retailer returns flow, Apple Wallet Order Tracking integration, plus on-demand messaging is coming soon.
New Features
Take a tour of the latest updates in our interactive demo!
Marketplace Tracking
Get full coverage of your marketplace shipments through parcelLab with our improved marketplace tracking capability. This enhancement ensures your marketplace shipment volume can still be tracked with parcelLab in cases where we do not have carrier credentials or a direct integration. By enabling marketplace tracking, it ensures you can deliver a consistent, branded post-purchase experience across all fulfillment types, reducing support inquiries and improving customer satisfaction.
Orderless Returns
Seamlessly accept returns from customers that purchased products through third-party retailers, marketplaces or in-store with our new Orderless Returns feature. This capability makes it easy for customers to return items to brands for scenarios like warranty cases, even without an online order or known purchase record, reducing friction for customers and ensuring a consistent experience across all channels.
Apple Wallet Order Tracking
Offer customers a convenient way to track their orders directly from Apple Wallet. With the Apple Wallet Order Tracking integration, you can deliver a fully branded experience that lets shoppers view the order status, product details, and receive real-time updates. This means fewer support inquiries, improved customer satisfaction, and increased engagement with your brand through a native iOS experience.
On-Demand Messaging (Coming Soon)
Leverage on-demand messaging to send targeted communications and proactively communicate with customers in cases of fulfillment and delivery issues. The flexibility of on-demand messaging allows pinpoint targeting of customer groups for specific issues by using real-time tracking and order data.
Latest Product & Carrier Updates
Platform
App
The landing page has been updated with links to additional resources for the upcoming parcelLab Academy, What’s New page for the latest product updates, and developer documentation.
Profile
User profile settings includes a toggle to hide the display of PII in the parcelLab App.
Copilot
A banner has been added to the Copilot interface for account admins, informing them the feature uses AI and providing an option to opt out of AI tools.
Engage
Trackings
Claims Manager now supports multiple fraud claim reasons, enabling more accurate recording of claims for lost and damaged parcels. This also improves the quality of data included in the claims export and reporting, allowing you to get valuable insights for fraud cases.
Experience Design
The Experience Design module’s navigation has been updated to consist of two navigation categories: Setup and Automation.
Audiences
The audience name can now be edited, which is especially useful after duplicating an audience record.
Campaigns
Indicators are now shown for campaign banner placeholders at the top of email templates, allowing you to quickly navigate to and customize the position of placeholders.
Campaign Analytics is now accessible from the Communications Insights dashboard in the Communications module.
Campaigns page displays the audience selected for the campaign.
Surveys
Survey responses are now accessible from within the Survey section in Experience Design.
Survey responses report now includes a display of the average and median results for response data.
Surveys improvements and more App updates
We’ve released updates to Smart Survey, Promise and made app discovery easier in the App Store.
New Features
Take a tour of the latest updates in our interactive demo!
Surveys
We've made several improvements to enhance the implementation and use of Surveys:
Surveys section now has status filters allowing you to search for surveys by their status (that is: draft or published) and an updated survey list view.
Responses section includes links to the associated tracking for each survey responses to provide context for the response and enable following up on shipment issues.
Survey recipes are now available in the App Store so you can get started quickly with editing and implementing surveys to use in emails, the Order Status page, and Returns Portal.
Latest Product & Carrier Updates
Platform
Profile
parcelLab system status can be accessed via the App under Profile > System status.
App Store
App Store navigation pane updated to simplify search by use case and includes new option to view all installed apps for the account.
APIs
Return Processed API has a new field to treat unspecified quantities as rejected.
Engage
Trackings
Fixed an issue where not all custom fields were displayed when Show all data toggle was enabled for detailed tracking records.
Resolved the following issues with filters:
Shops filter options displaying differently in various sections of the parcelLab App.
Filters displaying duplicated sub-filter options.
Clicking Select All in a filter after searching for a sub-filter option selects all the options in the filter instead of the search results.
Shops
Fixed a bug where a new shop could not be saved if a default language was not selected.
Surveys
Fixed a bug where users had to open survey results twice to display recorded survey responses.
Optimize email content with A/B tests and unlock insights into Shopify returns
We’ve released improvements to Journeys including a new A/B test feature, alongside improvements for returns management and a new returns report for Shopify retailers.
New Features
Take a tour of the latest updates in our interactive demo!
A/B Tests
Create A/B tests for configured messages to optimize your email content using data-driven insights on customer engagement. You can test variations in your content including subject lines, visual assets and calls to action. Results for your A/B test can be viewed during and after the test to observe the impact on open and click rates for the messages in the test.
Shopify Returns Analytics
Unlock key insights into return rates, customer behavior, and the impact of returns on revenue with our new Shopify returns analytics. This powerful reporting is split across two sections in the Returns Insights dashboard, allowing Shopify retailers to monitor overall returns performance and track return trends at article level. By leveraging this data, you can optimize return policies, boost customer retention, improve product quality, and drive profitability.
Add Tracking Number to Return Registrations
If your customers are required to buy their own return label, the corresponding tracking number can be manually added to the return tracking record in the App. This enables visibility on the return status for customers and customer service agents. Any configured return communications will be sent for the return tracking after it has been added to the tracking record.
Latest Product & Carrier Updates
Platform
Status Model
New exception reasons for
ContactIssue,MissingData,OperationalError,Prohibited, andTrafficProblemshave been added to our status model to provide defined events for these types of delay.
Engage
Trackings
"Courier service level" field added in tracking details to display which service levels are assigned to trackings.
"Service" field renamed to "Data import service" in tracking details to provide a more accurate description of field usage.
Communication
Enhanced search and filtered views now available in each section of Communication module (that is: Emails, SMS, and Webhooks).
Improved UI of details pages in each section of Communication module, including clearer status indicators for webhooks.
Experience Design
CTA buttons are now greyed out for users without the required permissions, with a tooltip available to indicate this.
Messages
Messages can now be filtered by communication type (that is: email, SMS, and webhook).
The tracking ID can now be used to preview and send test messages.
Installed apps can now be added directly to email messages via a new Apps dropdown menu in the HTML editor.
Improved process for adding webhooks, including new options to add placeholders as well as preview and send test webhooks.
Surveys
Survey responses can be downloaded from the Survey Responses section in various formats and used to create custom reports in your preferred tool.
Engage
Trackings
Fixed an issue with the submit button being greyed out on the popups accessed from the Email field in tracking details (for example: when adding emails to the deny list).
Resolved incorrect display of error message when marking a tracking record as claimed.
Campaigns
Fixed an issue causing unsaved data to be cleared in campaigns when switching tabs in the browser.
Order Status Page
Fixed a bug where the last updated date showed "Invalid Date" in the live tracking map on the Order Status page.
Introducing Surveys, App Store and new Promise Insights
We've rolled out three new features in the parcelLab App - check them out to upgrade your post-purchase experience.
New Features
Take a tour of the latest updates in our interactive demo!
Surveys
Embed surveys in your emails and Order Status page to gain targeted feedback and focused insights to improving customer satisfaction throughout their entire shopping experience with your brand.
App Store
The parcelLab App Store is open! Easily browse through all the existing parcelLab integrations and request them directly from the App. App Store offerings include best practice implementations for your parcelLab setup to build what you need to optimize your post-purchase operations.
New Promise Insights
Optimize your delivery commitments to customers and ensure a realistic, yet efficient delivery promise with our improved Promise Insights.
Using the Analytics report in the Promise module, you can identify key checkpoints where delays or inefficiencies may occur and determine if delays occur during warehouse processing or delivery. The report highlights instances where the announced delivery date may be overestimated, which you can use to determine if adjusting the promise date can offer a more competitive delivery time frame.
Shipping Cost for Exchange Orders
Shopify retailers using the Returns Portal to facilitate exchanges can integrate payment for exchange-related shipping costs and link customers to complete the checkout for the exchange order in emails.
Latest Product Updates
Platform
Copilot
Users can now rate the Copilot’s answers and provide feedback on their interactions.
Convert
Promise Configuration
All countries are now selectable when configuring delivery methods for Promise, enabling setup of Promise even when carrier integration for destination countries are still in progress.
Powerful new returns management and usability features
We've added some great new returns features, allowing you to initiate returns and efficiently manage return requests in the App, as well as a new Returns Portal feature to maximize revenue retention.
New Features
Take a tour of the latest updates in our interactive demo!
Initiate Returns via Tracking Details
Easily submit customer returns directly through the tracking details using the integrated Returns Portal. This feature streamlines the returns process for customer service agents by embedding the Returns Portal within the tracking details, eliminating the need to switch between the parcelLab App and the Returns Portal. As a result, return requests are processed more efficiently, leading to quicker resolutions and an improved customer experience.
In order to use the feature, you need a customer service returns portal enabled.
Return Approvals
Manage product returns in our new Return Approvals dashboard to perform a quality check on return requests submitted during the warranty period, providing enhanced control and streamlined processing of returns. This dedicated dashboard is now available to manage newly added return registrations, allowing you to review detailed information about each return, including images of the product and customer-provided details for a thorough assessment before approving or declining a return.
Retention Offer
Maximize revenue retention with our new Revenue Offer feature, allowing customers to choose to keep an item in exchange for a partial refund. This feature helps retailers retain more revenue while reducing operational costs associated with returns. In turn, it also enhances the returns experience for customers with the flexibility of keeping the item while receiving a partial refund.
Returns Management Usability Improvements
We’ve made several enhancements to improve the returns management experience in the parcelLab App:
Additional return labels are now instantly displayed on the pop-up for easy download.
A cancellation reason can now be selected when cancelling returns, allowing for better tracking of why returns are being cancelled.
Items chosen for uneven exchanges are now shown in the return tracking details.
Integrated Shopify links are now available for draft orders and like-for-like exchanges, streamlining the process.
Latest Product & Carrier Updates
Platform
Copilot
Copilot is now integrated with our carrier knowledge base, allowing you to ask our in-app AI assistant if parcelLab supports specific carrier integrations.
Status Model
Improved accuracy for carrier pickup locations.
Engage
Trackings
Trending late filter now available for trackings.
"Delivery date" renamed to "Promise date" in tracking details to provide a more accurate description of the field usage.
Audiences
Customer segmentation is now integrated as "Smart Segmentation" in the Audience builder and selected from the Audience field in campaigns.
Improved query builder capability (accessed from Edit as code toggle for filters) with warnings and errors now highlighted.
Messages
Improved flow for publishing saved changes and additional tooltip description on Publish button for users without the required permission to publish setup.
Messages are now grouped by communication type (that is: email, SMS, and webhook).
The shop(s) assigned to messages are now displayed in the message configuration.
Improved process for adding webhooks, including new options to add placeholders as well as preview and send test webhooks.
Campaigns
Audience field is now mandatory when configuring campaigns. Note: If no audience is selected on saving a campaign, users will now be prompted to apply the campaign globally.
Order Status Page
The Order Status page now includes an on-demand status refresh, alerting users of new checkpoint information to provide the latest delivery updates.
Engage
Trackings
Fixed a bug to ensure courier information is visible to all users when the Show all data toggle is enabled in tracking details.
Fixed a bug where the date range filter displayed the incorrect date against the day for non-English languages.
Fixed an issue where selecting both outbound and return filters was preventing data exports as these filters cannot be used together.
Explore More
View more features added to the parcelLab platform here.
Previous ReleasesLast updated
Was this helpful?