But with so many post-purchase platforms on the market, it can be overwhelming to decide which is right for your business. That’s why we’re here to compare and contrast some of the leading post-purchase software options: Narvar, Metapack, Malomo, and parcelLab.
In this post-purchase software comparison guide, we’ll take a no-nonsense approach to evaluate these platforms, focusing on the features that matter most to online retailers. From post-purchase engagement to order tracking and delivery, we’ll break down the pros and cons of each platform to help you make an informed decision.
Overview of key features
Before diving into the specifics, here’s a general overview of the critical features merchants should consider when evaluating post-purchase software.
Onboarding: How quickly can you get up and running? Be sure to evaluate the onboarding process of each provider to get a better idea of how to set up the software. A seamless experience means you can improve the post-purchase experience sooner rather than later. Meanwhile, a cumbersome onboarding process can lead to delays and tech issues.
Customer communications: Timely and personalized customer comms are vital for building trust with shoppers and keeping them informed throughout the post-purchase journey.
Order tracking hubs: Giving customers access to real-time order tracking information helps reduce customer inquiries and support tickets while improving the overall customer experience. Good post-purchase software also lets you keep your order status pages on-brand and drive traffic to your website.
Delivery estimates and carrier integrations: Providing accurate delivery estimates helps manage customer expectations and reduce WISMO issues, freeing up your team’s time and resources.
Returns management: A streamlined returns process can improve customer satisfaction and loyalty by providing a hassle-free way for customers to return items while reducing your back office team’s workload.
Customer support: While you’ll want your post-purchase platform to function without a hitch, it’s best to go with a provider that offers reliable, responsive customer support. Bonus points if your vendor provides proactive input to help you further improve your post-purchase offerings.
| parcelLab | Narvar | Metapack | Malomo | |
|---|---|---|---|---|
| Onboarding | ⭐⭐⭐⭐⭐ | ⭐⭐⭐ | ⭐⭐⭐⭐ | ⭐⭐⭐⭐ |
| Customer communications | ⭐⭐⭐⭐⭐ | ⭐⭐⭐ | ⭐⭐⭐ | ⭐⭐⭐⭐ |
| Order tracking hubs | ⭐⭐⭐⭐⭐ | ⭐⭐⭐⭐ | ⭐⭐⭐ | ⭐⭐⭐ |
| Delivery estimates and carrier integrations | ⭐⭐⭐⭐⭐ | ⭐⭐⭐⭐⭐ | ⭐⭐⭐⭐⭐ | ⭐⭐⭐ |
| Returns management | ⭐⭐⭐⭐ | ⭐⭐⭐⭐⭐ | ⭐⭐⭐⭐ | ⭐⭐ |
| Customer support | ⭐⭐⭐⭐⭐ | ⭐⭐⭐⭐ | ⭐⭐⭐ | ⭐⭐⭐ |
Pros of parcelLab over Narvar, Metapack, and Malomo
Overall, parcelLab excels in several areas, including onboarding, customer comms, order tracking, and more. parcelLab’s proactive support team, along with its focus on providing customizable solutions, make it an ideal partner for brands that want to tailor the post-purchase experience.
Meanwhile, Narvar’s enterprise-level functionalities enable it to offer solid features for managing returns, generating reports, and more. While Narvar also has functionalities for launching and sending customer communications, these features aren’t as flexible as parcelLab’s.
As for Metapack, brands can benefit from shipping management and practical developer tools. However, it’s worth noting that Metapack focuses on physical shipping rather than the post-purchase experience itself.
What about Malomo? The solution is a relative newcomer in the post-purchase software space, offering tailored order tracking and analytics solutions with a focus on Shopify brands. It doesn’t currently offer native returns capabilities, opting instead to direct merchants to a third-party integration—Loop.
Take a deep dive into each of these solutions below:
Narvar vs Malomo vs Metapack vs parcelLab: Target market and users
Now that you have an overview of each post-purchase platform, let’s look at the target users and notable brands using the software.
parcelLab
parcelLab is a post-purchase platform that provides a comprehensive suite of services for enhancing customer engagement and satisfaction. Our target users are enterprise ecommerce businesses that want to offer superior branding and customer experiences. Notable companies using parcelLab include:
- H&M
- Bose
- Puma
- LIDL
- Chicos
- Farfetch
Narvar
Like parcelLab, Narvar is a post-purchase platform focusing on customer communication and engagement throughout the post-purchase journey. Its target users are large-sized businesses across various industries, including retail and healthcare. Based on Narvar’s website some customers include:
- Neiman Marcus
- Glossier
- Levis
- Gap
- Everlane.
Metapack
Metapack offers ecommerce fulfillment, last-mile delivery, and shipping solutions to brands and 3PLs. While the company also provides post-purchase capabilities, it’s primarily focused on the shipping component of the journey. Some of the companies on Metapack’s platform are:
- Halfords
- River Island
- Boohoo
- ASOS
Malomo
Made for Shopify merchants, Malomo’s platform provides branded order tracking and analytics solutions. Its target users are DTC businesses (with a focus on small to mid-sized businesses) on the Shopify platform. The following information is available on the competitor’s website:
- Magic Spoon
- Soylent
- Rebag
- Summersalt
Narvar vs Metapack vs Malomo vs parcelLab review comparison
To provide a well-rounded evaluation of these post-purchase software options, let’s explore the ratings and reviews given by industry experts and merchants on popular review sites.
| parcelLab | Narvar | Metapack | Malomo | |
|---|---|---|---|---|
| G2 | ⭐⭐⭐⭐⭐ (4.7 out of 5) | ⭐⭐⭐⭐ (4.2 out of 5) | ⭐⭐⭐⭐ (3.8 out of 5) | ⭐⭐⭐⭐ (4 out of 5) |
| Capterra | ⭐⭐⭐⭐⭐ (5 out of 5) | ⭐⭐⭐⭐ (4.4 out of 5) | ⭐⭐⭐ (3 out of 5) | n/a |
| Featured Customers | ⭐⭐⭐⭐⭐ (4.8 out of 5) | ⭐⭐⭐⭐⭐ (4.7 out of 5) | ⭐⭐⭐⭐⭐ (4.8 out of 5) | n/a |
| SaaSworthy | ⭐⭐⭐⭐ (4 out of 5) | ⭐⭐⭐⭐ (4.1 out of 5) | n/a | n/a |
Regarding ratings and reviews, parcelLab leads the pack with an average of 4.62 across various review sites. Narvar’s average rating is 4.35 at the time of writing. On the other hand, Metapack has an average of 3.87, and Malomo has a 4-star rating from G2.
Most merchants commend parcelLab’s quality software and proactive customer service. According to one merchant:
“parcelLab has performed better than our expectations during the evaluation period. While the product itself is clearly the outcome of an excellent product culture at parcelLab, the team that supports us is also a huge part of our success. They are by far the most proactive success and technical team I have worked with and it seems like they are always offering ways for us to improve that we hadn’t even identified ourselves.”
Similarly, Narvar has gotten praise for its fast and responsive customer service. “They are collaborative to work with and provide relevant recommendations for products and improvements,” writes one reviewer.
Meanwhile, a recent Malomo review called out the platform’s solid features and integrations. “A custom landing page with tracking information is a brilliant way to keep customers engaged and remind them that we are a brand that truly cares about the customer and their overall experience. Integration with Klaviyo and hopefully fully with Attentive soon is also fantastic.”
As for Metapack, most users seem happy with the product, though a few merchants have brought up tech and support issues. As one reviewer points out, “Sometimes we still find it challenging to find the best person to support us & the customer, although since enabling access to the new case Portal this is improving.”
Comparing the onboarding process between Narvar vs Malomo vs Metpack vs parcelLab
One of the critical factors to consider when selecting a post-purchase platform is the ease and efficiency of the onboarding process. In this section, we’ll compare the onboarding experiences of Narvar, Metapack, Malomo, and parcelLab.
| parcelLab | Narvar | Metapack | Malomo | |
|---|---|---|---|---|
| Onboarding process | parcelLab does most of the heavy lifting; minimal action from the brand | Narvar helps merchants get onboarded onto the platform | Unclear; its help center suggests that Metapack seems to be a self-service process | Has a 5-step process that’s Mostly self-service, with options to contact support |
| Length of onboarding | ~ 30 days or less | Up to 6 months | Unclear; may depend on how long you complete the steps required to set up the software | Depends on how long you complete the steps required to set up the software |
Each provider has its own onboarding process, though Narvar and parcelLab are similar in that they offer a high-touch and collaborative experience. Now, while parcelLab can get brands up and running in 30 days or less (sometimes within just two weeks), some Narvar customers have brought up a lengthy onboarding process that can take months.
Metapack may also offer high-touch setup services, though this isn’t 100% confirmed. As for Malomo, the company has a 5-step, self-service onboarding method, though you also have the option of contacting support.
Narvar vs Metapack vs Malomo vs parcelLab: customer communications
| parcelLab | Narvar | Metapack | Malomo | |
|---|---|---|---|---|
| Customization | ✔️ Emails can be customized based on your brand’s look and feel | ✔️ Emails can be customized based on your brand’s look and feel | ✔️ Emails can be customized based on your brand’s look and feel | ✔️ Emails can be customized based on your brand’s look and feel |
| White labeling features | ✔️ No mention of parcelLab anywhere in the email | ❌ Says “powered by Narvar” at the bottom of the email | ❓ Unclear; no mention of white labeling on its website | ✔️ No mention of Malomo anywhere in the emai |
| Sent from the brand’s domain | ✔️ | ❌ | ❓ Unclear; no mention of email domains on its website | ✔️ |
Effective customer communication and are vital for delivering a positive post-purchase experience. In this section, we’ll evaluate and compare the customer communication features offered by Narvar, Metapack, Malomo, and parcelLab to help you choose the right post-purchase platform for your business.
While all four solutions offer email customization capabilities, only parcelLab and Malomo have white label capabilities and can send from the brand’s domain. Narvar’s customer communications contain a “Powered by Narvar” label on them. Metapack currently doesn’t mention white labeling on its website.
Narvar vs Metapack vs Malomo vs parcelLab: order tracking pages
| parcelLab | Narvar | Metapack | Metapack | |
|---|---|---|---|---|
| Customization | ✔️ Pages can be customized based on your brand’s look and feel | ✔️ Pages can be customized based on your brand’s look and feel | ✔️ Pages can be customized based on your brand’s look and feel | ✔️ Pages can be customized based on your brand’s look and feel |
| White labeling features | ✔️ No mention of parcelLab anywhere on the page | ❌ Says “powered by Narvar” at the bottom of the page | ❓ Unclear; no mention of white labeling on its website | ✔️ No mention of Malomo anywhere on the page |
| Hosted on the brand’s domain | ✔️ | ❌ | ❓ Unclear; no mention of email domains on its website | ✔️ |
The order tracking page is a necessary touchpoint in the post-purchase journey, as it gives customers real-time updates on their orders. Let’s explore the features of each of these solutions.
Although all four post-purchase solutions provide order hub customization options, only parcelLab and Malomo offer white label capabilities, enabling merchants to host the page on their domain. In contrast, Narvar’s order tracking hub includes a “Powered by Narvar” label, while Metapack’s website currently doesn’t mention white labeling.
Comparing the delivery estimates and carrier integrations of Narvar vs Metapack vs Malomo vs parcelLab
Let’s compare the delivery estimate and carrier integration features of Narvar, Metapack, Malomo, and parcelLab.
| parcelLab | Narvar | Metapack | Malomo | |
|---|---|---|---|---|
| Number of integrations | 350+ | 300+ | 350+ | 60+ |
| Direct API integrations | ✔️ | ✔️ | ✔️ | ✔️ |
Narvar vs Metapack vs Malomo vs parcelLab: returns management
Returns are an important phase of the . Let’s look at how Narvar, Metapack, Malomo, and parcelLab compare when it comes to returns.
| parcelLab | Narvar | Metapack | Malomo | |
|---|---|---|---|---|
| Built-in returns management | ✔️ | ✔️ | ✔️ | ❌ Requires Loop integration |
| Hosted on the brand’s domain | ✔️ | ✔️ | ❓ | ❓ |
parcelLab, Metapack, and Narvar provide end-to-end post-purchase capabilities, and this includes returns management. Malomo, on the other hand, doesn’t have built-in returns capabilities; instead, it requires third-party integration via Loop.
Narvar vs Metapack vs Malomo vs parcelLab: customer support
For obvious reasons, you need to choose a tech provider that has your back and supports your success. Here’s a look at the customer support offering of parcelLab, Narvar, Metapack, and Malomo.
| parcelLab | parcelLab | Metapack | Malomo | |
|---|---|---|---|---|
| Account or customer success manager | ✔️ | ✔️ | ✔️ | ✔️ |
| Online knowledge base | ✔️ | ✔️ | ✔️ | ✔️ |
| System status page | ✔️ | ✔️ | ❓ | ✔️ |
All four providers have account/customer success managers to look after their clients. Similarly, parcelLab, Narvar, Metapack, and Malomo all have an online help center. And with the exception of Metapack, they also have a systems status page that offers real-time updates on the status and health of the system, including any ongoing issues or maintenance activities.
Narvar vs Metapack vs Malomo vs parcelLab: pricing
Now that we know what each platform can do, let’s explore the pricing models and associated costs that come with Narvar, Metapack, Malomo, and parcelLab.
| parcelLab | Narvar | Metapack | Malomo | |
|---|---|---|---|---|
| Cost overview | Depends on the capabilities you need, as well as the number of shipments and users on the platform. | No public pricing page available; cost will likely depend on factors like the number of users, shipments, etc. | No public pricing page available; cost will likely depend on factors like the number of users, shipments, etc. | Starts at $84 per month for Malomo Starter. Malomo Plus starts at $124 per month. Custom pricing is also available |
| Pricing structure | Bundled pricing with customizable offerings. | No public pricing available | No public pricing available | Tiered pricing |
The bottom line
Savvy retailers know that the post-purchase experience should never be overlooked. That’s why it’s critical to find the right tech partner.
If you’re an enterprise merchant looking for an end-to-end and CX-centric platform, then parcelLab or Narvar will likely be a better fit. Just bear in mind that parcelLab fares better when it comes to onboarding, white labeling, and branding capabilities.
On the other hand, if you’re a small to medium merchant using Shopify, you’ll appreciate Malomo’s solution and integrations.
Are you focused more on shipping and managing the technical components of order fulfillment? Then Metapack may have what you’re looking for.
The bottom line is that the right platform depends on your business needs, budget, and the experience you want to provide. So, take stock of your needs and requirements, then go from there.
Ready to take your post-purchase initiatives to the next level? Book a free demo of parcelLab and discover why hundreds of leading brands choose our platform over Narvar, Metapack, and Malomo.
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