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

Learn more

Controlling the customer journey resulted in 72% positive feedback


The FARFETCH marketplace connects customers in over 190 countries with items from nearly 1,300 of the world’s best brands. The team delivers a truly unique shopping experience with access to an extensive selection of luxury, all on one platform.

Products Used

parcellab convert Convert
engage Engage
Platform Logo Platform


fashion and luxury Fashion & Luxury

parcelLab Impact


Returning Customers


A/B Tests in the First 3 Months


Positive Feedback on Communications

Book a demo

The Challenge

The complex supply chain of the FARFETCH marketplace made it challenging for the team to deliver consistent post-purchase experiences. As a result, the team needed a solution that would give them back control of customer communication during operational processes.



The Solution

First, parcelLab began cleaning and harmonizing FARFETCH’s data from every source within its network. The data was gathered and processed in parcelLab’s advanced data core.

This data became the foundation for FARFETCH’s customer communication. The teams collaborated to design a communication workflow that reflects the complex supply chain of the global marketplace. Each touch point is fully customizable, personalized, and crucially, sent from within FARFETCH’s ecosystem.


The Result

Using parcelLab’s platform, FARFETCH now consolidates multiple orders and tracking links into the same communication and tracking page. This transforms complex operations data into simple, engaging, and consistent customer experience. The post-purchase data gathered and processed in parcelLab’s advanced data core is translated into one dashboard for the FARFETCH team to track and monitor. This gives the team access to the latest insight into trends in performance, areas of improvement and transparency into localized carrier delivery times.

Book a demo

Learn More About parcelLab's Product Suites

parcellab convert Convert

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

Learn more
parcellab Engage Engage

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

Learn more
retain Retain

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

Learn more