parcelLab has been named 'Best Unified Customer Experience' by the Vendors in Partnership (VIP) Awards

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parcelLab Retain

Turn potential customer dissatisfaction into an opportunity for revenue retention by digitizing your returns, warranty, and exchanges process.

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Retain Impact

Fewer Returns

Provide self-service options, create transparency in return transit times, and set custom eligibility rules to reduce returns.

More Repeat Purchases

Offer digital returns alternatives through exchanges or store credits to maximize repeat purchases.


New Touchpoints

Leverage proactive communications and prevent inbound inquiries by keeping customers informed during the returns process.

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Personalize the Returns Process

Retain helps retailers transform their returns, warranty, and exchanges process and improve the customer journey, generate brand loyalty, and create cross-sell opportunities. By leveraging Retain, you enable your customers to easily register their returns, get a label or QR code, track returns online, and receive proactive communications based on data-defined segmentation.

Create Personalized Journeys

Returns Portal

Empower consumers to select items for returns, choose a convenient returns method, and get a label or QR code with an embedded, personalized returns experience.

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Self-Service Returns portal that allows customers to select a return reason and describe the problem they were having.

Drive Repeat Purchases

Returns Track & Communicate

Deliver returns-specific communications with hyper-relevant content to engage your customers and drive web traffic and repeat purchases.

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Improve Visibility

Returns Service

Display order, returns, tracking, and customer communication details all in one view to empower your customer center to solve inbound WISMR inquiries more effectively and efficiently.

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returns flow

Digital Returns Portal

Front-end digital experience easily embedded on your site by JavaScript snippet.

Multichannel Communications

Track & Communicate 

End-to-end post-purchase communication, personalized emails, returns status.

Superior Personalization Features

Drive web traffic and repeat purchases with hyper-relevant content to engage your customers.

Custom Eligibility Rules

Reduce invalid returns with custom eligibility rules and policy reinforcement.

Order API Connection

Ensure best-practice data access with no compromise on data privacy.

Multi-Label & Split Returns

Handle complex multi-item returns requiring more than one label, returning to one or more locations.

Comprehensive RMA Sharing

Reduce manual warehouse processing and enables further automation.

Confirmation Page Survey

Collect customer ratings and reviews on the confirmation page.

Teams That Benefit From Retain:

Returns Teams

Turn potential dissatisfaction into revenue opportunities with personalized experiences such as multi-shipment returns or content specific to returns reasons.

Ecommerce Teams

Provide customers with an easy returns experience by adding a simple snippet to your site, so returning shopper traffic stays on your domain for more chances to engage and convert.

Marketing Teams

Target returning customers with the latest marketing campaigns or set up unique retargeting ads on returns tracking pages based on returns reasons selected.  

Customer Service Teams

Access all order details in one view to close tickets faster in our customer service portal or through integration with ticketing service tools like Zendesk. 

Tech Teams

Leverage our operations, engineering, project, and implementation experts for best practice guidance on the best way to move returns data anywhere in your technology stack.

Logistics and Operations Teams

Make smarter, data-driven decisions with powerful reporting features to analyze returns data and reverse logistics performance.

Retain Customer Stories

Conrad: 5% fewer returns through automation

Weltbild: 5% decrease in returns thanks to parcelLab Retain

Frequently Asked Questions:

What’s the core functionality of parcelLab Retain?

parcelLab Retain includes a self-service portal for consumers, track & communication capabilities, a flow builder to configure everything from eligibility to image upload, label generation, a customer services flow with elevated privileges, handling for multi-label, hazardous, and cross-border returns requiring customs documentation, a smart trigger event builder, and multi-channel communications. Our product includes reporting, integration connectors, alerts, and single sign-on capabilities.

How is parcelLab different from other vendors?

While our competitors’ solutions are made for systems owners, parcelLab is the only post-purchase software truly built for Experience Designers—people who understand their consumers better than anyone else but are not necessarily technical. Unlike other vendors’ rigid data models that require custom development for any data changes, our product is powered by the parcelLab platform’s flexible and intuitive data model.


Our platform’s flexibility allows for rapid plug-and-play creation of personalized returns experiences such as multi-label or hazardous returns, a ‘how to’ measuring guide for returns due to sizing issues, customer service agent returns process overrides, product offerings by customer segment, and much more.

What’s the effort involved in implementing parcelLab Retain?

For the brand, it typically only takes one development sprint release cycle (2-4 weeks) for us to access an order endpoint and add the parcelLab-provided JS snippet to your returns page. For the parcelLab team, it takes 8-10 weeks to set up, test, and train you on the solution, depending on the number of carrier connections and overall configurations.


parcelLab’s dedicated and specialist implementation team of data scientists, carrier logistics experts, and project managers helps ensure a smooth and efficient timeline that accommodates anticipated data requirement changes, rigorous test plans, and room for necessary user training.

Learn More About parcelLab's Product Suites

parcellab convert Convert

Provide a predictive delivery date that increases conversions, reduces uncertainty, and improves customer satisfaction.

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parcellab Engage Engage

Enhance your post-purchase journey with personalized communications that keep customers informed every step of the way.

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Transform Your Post-Purchase Experience

Learn more about how parcelLab can get you up and running quickly.

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