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.

You can get the latest product updates sent directly to your inbox. Simply sign up here to receive our monthly newsletter.

New Features

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

Learn more about the new features in the following overviews.

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

Returns

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.

Learn more

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.

Learn more

Connect

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.

Learn more

Insights

Coming Soon: Premium Analytics

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.

Learn more

---

Improvements

parcelLab App

• 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.

• 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.

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.

Copilot

• Improved Copilot layout with a persistent, collapsible sidebar, allowing you to access in-app support while continuing to navigate the app without interruption.

Returns

• Two Boxes integration now available to install in the parcelLab App Store.

• 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.

Smart Survey

• 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 dashboard has the following improvements:

  • 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.

Fixes

New Carriers

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.

New Pages

Coming Soon

• Premium Analytics

App Store

• Kustomer

Connect

• Tracking Claim API

Updated Pages

parcelLab Guides Updates

Explore More Features

View more features added to the parcelLab platform here.

Previous Releases