Returns Track & Communicate

A luxury fashion retailer previously provided pre-printed carrier labels for returns with their orders. Their end customers would only get updates on the return status from the carrier if they received any at all.

This process created confusion, where some customers would mistakenly drop off their returns with a similarly named but different carrier. As a result, there was zero visibility over these shipments for the retailer, and no updates for the end customer, fueling frustration and increasing WISMR inquiries.

With parcelLab’s Returns Track & Communicate, this brand’s customers no longer rely on carrier updates for their returns. The retailer can send proactive, personalized returns communications to inform customers of any status updates and exceptions, reducing WISMR contacts and transforming the customer experience.

Returns are expensive to retailers, and many leverage parcelLab to help protect their revenue. For example, shoppers returning products from WYZE are incentivized to accept an instant credit gift card instead of a cash refund. This allows the retailer to retain the revenue, while actively promoting repeat purchases, customer loyalty, and an expedited VIP experience for the customer.

With parcelLab, end customers can easily utilize your returns communications to drive traffic to your physical stores and incentivize customers with free in-store returns. Our solution helps brands accelerate the returns process, increase foot traffic, and drive brand engagement by delivering accurate and timely information and updates on in-store returns, including maps of nearby stores, address details, opening hours, and drop-off reminders

Customers of an international fashion retailer previously registered returns via paper labels or on carrier websites. When customers returned an item, the retailer would receive updates only from carriers. Since the retailer uses 20+ carriers across different markets, the customer experience was completely inconsistent and generic.

Now, their customers register returns via a self-service returns portal embedded on the retailer’s website and receive highly personalized, branded returns communications.

As a result, this retailer was able to create additional brand touchpoints, resulting in higher average conversion, order value, and a 10% increase in the retention rate of returns journey customers.