# Powerful new returns management and usability features

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## New Features

Take a tour of the latest updates in our interactive demo below!

{% embed url="<https://app.storylane.io/share/r5kleyoqzokx>" %}

Learn more about the new features in the following overviews.

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For further information on getting access to the features described in this update, please contact your parcelLab representative.
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## 🔄 Returns Portal

### 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.

{% hint style="info" %}
In order to use the feature, you need a customer service returns portal enabled.
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[Learn more →](/docs/retain/returns-customer-service.md)

{% tabs %}
{% tab title="Initiate Returns" %}

<figure><img src="/files/B2e9lwuK0uFeK4HvXZtt" alt="Initiate Returns button with drop-down to select from multiple Returns Portals configured"><figcaption><p>Initiate Returns button</p></figcaption></figure>
{% endtab %}

{% tab title="Returns Portal" %}

<figure><img src="/files/I4tOpnqZvb1qfXSqwCMT" alt="Embedded Returns Portal in tracking details to register a return" width="375"><figcaption><p>Embedded Returns Portal</p></figcaption></figure>
{% endtab %}
{% endtabs %}

### 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.

[Learn more →](/docs/retain/returns-customer-service/return-approvals.md)

<figure><img src="/files/eB93qwFLcgPG8McAXgid" alt="Details of return registration for approval"><figcaption></figcaption></figure>

### 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.

[Learn more →](/docs/retain/returns-portal/features/retention-offer.md)

<figure><img src="/files/OnM2o0rLHj4tApD9FYka" alt="Return method to keep return and partial refund offer"><figcaption></figcaption></figure>

### 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.

[Learn more →](/docs/retain/returns-customer-service.md)

{% tabs %}
{% tab title="Labels" %}

<figure><img src="/files/ClEnHvDbBy9PZ3xZXm5z" alt="Additional label on popup that can be downloaded" width="375"><figcaption><p>Generated return label</p></figcaption></figure>
{% endtab %}

{% tab title="Cancellation Reasons" %}

<figure><img src="/files/03XqujcnMaaNvXweBHsL" alt="Cancellation reason selected for a return" width="375"><figcaption><p>Cancellation reason selected</p></figcaption></figure>
{% endtab %}

{% tab title="Uneven Exchanges" %}

<figure><img src="/files/I6XCCnCY6RAbFUM5wnV0" alt="Items selected for uneven exchange" width="563"><figcaption><p>Uneven exchange items</p></figcaption></figure>
{% endtab %}

{% tab title="Shopify Links" %}

<figure><img src="/files/aE0rO4FaxI3ICjyqJazm" alt="Shopify links for draft orders and like-for-like exchanges" width="563"><figcaption><p>Shopify links for draft orders and exchanges</p></figcaption></figure>
{% endtab %}
{% endtabs %}

***

{% tabs %}
{% tab title="Improvements" %}

#### <img src="/files/wguZEu9IQvJ2dZcWLZJt" alt="" data-size="line"> parcelLab App

* Trending late filter now available for trackings.
* Improved flow for publishing saved changes and additional tooltip description on Publish button for users without the required permission to publish setup.
* "Delivery date" renamed to "Promise date" in tracking details to provide a more accurate description of the field usage.
* Messages are now grouped by communication type (that is: email, SMS, and webhook) in the Journey Manager.
* The shop(s) assigned to messages are now displayed in the message configuration in the Journey Manager.
* Improved query builder capability (accessed from Edit as code toggle for filters) with warnings and errors now highlighted.

#### 🔄 Returns Portal

* The Minimum Value Return feature no longer generates courier labels for items that are below the retailer’s minimum accepted value.

#### &#x20;📣 Campaign Manager

* Customer segmentation is now integrated as "Smart Segmentation" in the Audience builder and selected from the Audience field in campaigns.
* Audience field is now mandatory when configuring campaigns.

{% hint style="info" %}
If no audience is selected on saving a campaign, users will now be prompted to apply the campaign globally.
{% endhint %}

#### 📦 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.

#### ✨ 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.

#### 🔗 Connect

* Improved accuracy for carrier pickup locations.
  {% endtab %}

{% tab title="Fixes" %}

* 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.
  {% endtab %}

{% tab title="New Carriers" %}

#### Outbound Carrier Integrations

<img src="/files/HORVGFwgegfUi6GqAcXz" alt="Emirates Courier Express logo" data-size="line"> Emirates Courier Express
{% endtab %}
{% endtabs %}

## Latest Documentation Updates

We update our documentation regularly so be sure to check the latest pages here to help you get started with new features.

{% tabs %}
{% tab title="New Pages" %}

#### 🔄 Returns Portal

* [Return Approvals](/docs/retain/returns-customer-service/return-approvals.md)
* [Retention Offer](/docs/retain/returns-portal/features/retention-offer.md)

#### 🔜 Coming Soon

* [Smart Survey](/docs/engage/surveys.md)
  * [Create Surveys](broken://spaces/-LPf1Lv1YUuLYva6LrXQ/pages/wOoL9iEtirJokeLiRAGU)
  * [Embed Surveys](broken://spaces/-LPf1Lv1YUuLYva6LrXQ/pages/SLMN9lzEuJg57IikPWoR)
    {% endtab %}

{% tab title="Updated Pages" %}

#### <img src="/files/wguZEu9IQvJ2dZcWLZJt" alt="" data-size="line"> parcelLab App

* [Customer Service Guide](broken://spaces/-LPf1Lv1YUuLYva6LrXQ/pages/lRWJkUu7vDGR6cT8Il4F) - updated with initiate returns function.
* [Customer Service for Returns](/docs/retain/returns-customer-service.md) - updated with returns management usability improvements.

#### 📣 Campaign Manager&#x20;

* [Campaign Banners](broken://spaces/2RlqHimOOvwp2LFRZv1K/pages/sMj7fKp7gZCpBWqSOXcy) - updated for customer segmentation being included in the Audience builder.

#### 📦 Order Status Page

* [Order Status Page Components](/docs/developers/v2/status-updates/configuration.md) - updated with on-demand status refresh for checkpoint information.
  {% endtab %}
  {% endtabs %}

## Explore More Features

View more features added to the parcelLab platform here.

{% content-ref url="/pages/BTQTZyEzdSCWjsl8H7Vd" %}
[Previous Releases](/docs/whats-new/archive/previous-releases.md)
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