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.

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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.

🔗 Connect

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.

Learn more →

🔄 Returns

Retail Returns

Seamlessly accept returns from customers that purchased products through third-party retailers, marketplaces or in-store with our new Retail 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.

Learn more →

Product catalogue search

Search the product catalogue for item to return

Manual product entry

Register return

parcelLab App

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.

Learn more →

Coming Soon: On-Demand Messaging

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.

Learn more →

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Improvements

parcelLab 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.

• 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.

• 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.

• The Experience Design module’s navigation has been updated to consist of two navigation categories: Setup and Automation.

• User profile settings includes a toggle to hide the display of PII in the parcelLab App.

📣 Campaign Manager

• The audience name can now be edited, which is especially useful after duplicating an audience record.

• 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.

📋 Smart Survey

• 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.

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

• On-Demand Messaging

parcelLab App

• Apple Wallet Order Tracking

🔗 Connect

• Marketplace Tracking

• Search (API v2)

• Apple Wallet (API v2)

🔄 Returns

• Retail Returns

Updated Pages

parcelLab Guides Updates

Explore More Features

View more features added to the parcelLab platform here.

Previous Releases