parcelLab Reviews & Product Details

parcelLab is a post-purchase software solution designed to help brands enhance their customer experience after a purchase has been made. This innovative platform focuses on transforming the often-overlooked post-purchase phase into a meaningful and engaging journey for customers, thereby increasing brand loyalty and satisfaction. By managing the complexities of shipping, delivery, and returns, parcelLab enables businesses to focus on their core operations while ensuring a seamless customer experience. parcelLab's target audience includes retailers who are looking to improve their post-purchase processes. With a focus on operational efficiency and customer engagement, parcelLab caters to a diverse range of industries, from fashion and home goods to electronics and lifestyle products. The platform is particularly beneficial for brands that operate on a global scale, as it provides the tools necessary to manage post-purchase experiences across various regions and shipping carriers. Key use cases for parcelLab include tracking shipments, providing real-time and personalized updates to customers, as well as running targeted campaigns to increase upsells throughout the delivery process. By leveraging data from over 350 carriers worldwide, parcelLab ensures that customers are kept informed about their orders, reducing anxiety and enhancing satisfaction. The platform also allows brands to create a personalized returns experience, from customized return portals and communications to forecasting and beyond. One of the standout features of parcelLab is its ability to integrate seamlessly with existing eCommerce systems, allowing brands to implement the solution without disrupting their current operations. Additionally, the platform's analytics capabilities provide valuable insights into customer behavior and preferences, enabling brands to make data-driven decisions that enhance their post-purchase strategies. This combination of operational efficiency and customer-centric features positions parcelLab as a leader in the post-purchase software category. By utilizing parcelLab, brands can not only streamline their operations but also create memorable experiences that resonate with their customers. The focus on personalization and engagement helps to foster loyalty and encourages repeat business, ultimately driving top-line revenue growth. With a proven track record of success among over 1,000 trusted brands, parcelLab offers a comprehensive solution for all retailers who are looking to elevate their post-purchase experience.

Product Website

Seller

parcelLab

Discussions

parcelLab Community

Languages Supported

German, English, French

Overview by

Anton Eder (Founder parcelLab 📦 Helping e-commerce retailers with post-purchase communication)

Value at a Glance

Averages based on real user reviews.

Time to Implement

3 months

View More Pricing Information

parcelLab Media

parcelLab Demo - Post-purchase communication

Keep customers in the loop, engaged, and loyal with real-time, automated updates.

parcelLab Demo - Split-shipment communications

Effortless split-shipment management, ensuring customers get real-time updates on multiple packages in one view.

parcelLab Demo - Real-time order tracking pages

Seamlessly embed a customizable tracking page directly on your website.

Easily manage returns with flexible rules that adapt to customer needs, product types, and business policies.

parcelLab Demo - Personalized return communications

Automate return notifications across email, SMS, and push to keep customers informed.

Official Downloads

(5)

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U.S. eCommerce Shipping Experience Study

Choosing the right returns experience management solution

The Total Economic Impact of parcelLab Engage

parcelLab Reviews (201)

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Emilio P.

Customer Service Representative

Enterprise (> 1000 emp.)

3/21/2025

"Tracking is simple, all the tracking details are available, and you can check on the carrier site."

5/5

What do you like best about parcelLab?

I like the history of communications sent to a customer by order number it makes tracking by date easy. I also like the resend to another email option for all the previously sent emails, this makes customer support a snap when they have an email typo for an order or would like confirmations sent to another email. The History tree of communications is great! It is also easy to change between order numbers and between separate shipments within orders as well as review returns and refunds. I like the way it integrates the contents of the order into the carrier tracking number and provides all details for return packages. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

The only thing I do not like is that I get logged out multiple times in the day If I do not use parcellab for a while. Although it does only take a moment to log back in. Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi Emilio,

Thank you so much for this detailed and thoughtful review! 😊

We’re really glad to hear that tracking is simple and that all tracking details are easy to access, including direct links to the carrier site. Having a clear history of communications by order number, with the ability to resend emails to another email address, is exactly what helps customer support teams work faster and more confidently. It’s great to know the communication history tree, switching between order numbers and shipments, and reviewing returns and refunds are all making day-to-day workflows easier.

We’re also happy that integrating order contents into the carrier tracking number and providing full details for return packages is adding value. Solving package tracking integration issues across multiple carriers and making all tracking, returns, and refund data accessible in one place is a core part of the post-purchase experience we aim to deliver.

Thanks as well for your note on login timing. We’re continuously balancing security and convenience to keep access quick and reliable.

Thanks again for sharing your experience. We’re glad parcelLab is making package tracking, customer communication, and multi-carrier data management easy and efficient.

Kind regards,

Julia

Zarya K.

customer support agent

Mid-Market (51-1000 emp.)

11/15/2025

"Reliable tracking with improved customer clarity"

4/5

What do you like best about parcelLab?

I like that parcelLab delivers very clear, real-time delivery updates and makes the whole shipping process far more transparent for customers. It allows them to follow every step of the delivery without confusion, which leads to fewer questions and a noticeably smoother experience overall. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

Some parts of the interface can feel a bit slow or slightly outdated, especially when navigating deeper tracking details. A few features could be more intuitive, and occasionally the loading time makes it harder to access information as quickly as I’d like. Review collected by and hosted on G2.com.

What problems is parcelLab solving and how is that benefiting you?

parcelLab helps reduce uncertainty for customers by providing clear, real-time tracking information and proactive delivery communication. This significantly cuts down on “Where is my order?” requests, which saves time, lowers pressure on support teams, and ultimately improves the overall customer experience throughout the entire delivery journey. Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi Zarya,

Thank you for the thoughtful review! 😊

We’re happy to hear that parcelLab delivers clear, real-time delivery updates and helps make the shipping process more transparent for customers. Allowing customers to follow every step of the delivery journey with clear tracking information is a key part of creating a smooth post-purchase experience and reducing confusion.

We appreciate your feedback on the interface as well. We’re continuously working to refine performance, usability, and navigation so that accessing tracking details and delivery information stays fast and intuitive.

It’s great to know that clear, real-time tracking information and proactive delivery communication are helping reduce “Where is my order?” requests. Saving time for support teams, lowering pressure, and improving the overall customer experience throughout the delivery journey are exactly the outcomes we aim to support.

Thanks again and kind regards,

Julia

Nour M.

Customer service associate

Mid-Market (51-1000 emp.)

12/1/2025

"Seamless Post-Purchase Experience with Real-Time Tracking"

5/5

What do you like best about parcelLab?

What I like best about parcelLab is how it creates a transparent and seamless post-purchase experience. It provides real-time, detailed tracking updates that keep both customers and support teams fully informed, which helps reduce uncertainty and improves overall customer satisfaction. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

One thing I dislike about parcelLab is that the tracking information can sometimes be delayed or not fully synchronized with the carrier’s updates. Review collected by and hosted on G2.com.

What problems is parcelLab solving and how is that benefiting you?

parcelLab helps solve the gap in communication that often happens after an order is placed. By providing real-time shipping updates, clear tracking information, and proactive notifications, it reduces the need for customers to reach out about their order status. This benefits me by making it easier to support customers, improving efficiency, and creating a smoother post-purchase experience overall. Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi Nour,

Thank you for sharing your experience with parcelLab! 😊

We’re glad to hear that parcelLab helps you deliver a transparent and seamless post-purchase experience. Providing real-time, detailed tracking updates and clear shipping updates for both customers and support teams is exactly how we aim to reduce uncertainty and improve customer satisfaction throughout the post-purchase experience.

We also appreciate your feedback about tracking information occasionally being delayed or not fully synchronized with carrier updates. Carrier data timing can vary, but this is something we continuously monitor and work to improve so that tracking information stays as accurate and timely as possible.

It’s great to know parcelLab is helping close the communication gap after an order is placed by offering proactive notifications, real-time shipping updates, and clear tracking information. Reducing order status inquiries and creating a better post-purchase experience are core goals we’re happy to support. Thanks again for the thoughtful review!

Kind regards,

Julia

Katie M.

Customer Experience Manager

Mid-Market (51-1000 emp.)

12/10/2025

"Streamlined Returns with Exceptional Support"

4/5

What do you like best about parcelLab?

I love how parcelLab gives us a clear way to manage returns, making the process straightforward for our customers. The platform is extensive, and the copilot feature is incredible because it guides us whenever something feels unclear, like adjusting the wording of an email. This makes it a very solid and reliable tool. The initial setup was also very easy, thanks in part to Julian, the co-founder, who was so quick to help out and answer any questions I had. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

We have a very niche situation of needing 'store credit' refunds to be in the form of a discount code rather than a gift card due to the way our accounting team handles liability. So not being able to provide customers with a store credit option is not ideal. But mostly our 'issues' are just because of very niche situations that are specific to Simple Modern and don't really affect many other ecommerce stores. Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi Katie,

Thank you so much for your detailed and thoughtful review! 😊

We’re really glad to hear that parcelLab helps you create a clear and straightforward post-purchase experience, especially when it comes to managing returns. Making the returns process easy for customers while giving your team better visibility into return activity is exactly what we aim for.

It’s great to know the Copilot feature is guiding you when things feel unclear, from adjusting email wording to supporting daily workflows. We’re also happy the initial setup was smooth, and I'll be sure to pass your kind words along to Julian.

Thanks as well for sharing your feedback on store credit options. We appreciate the insight into your niche setup and will keep it in mind as we continue improving our returns and post-purchase experience capabilities.

Kind regards,

Julia

Mahmoud M.

sales consultant

Consumer Services

Small-Business (50 or fewer emp.)

11/6/2025

"Effortless Returns with Seamless Integration"

5/5

What do you like best about parcelLab?

I use parcelLab to create returns and track orders and returns. The process of creating return labels is very easy and smooth. I also appreciate using parcelLab with Kustomer, as they make a very good combination. Additionally, I find the initial setup of parcelLab to be very easy and smooth. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

I see that all is good just keep updating and try to add new features Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi Mahmoud,

Thank you for the great review! 😊

We’re happy to hear that parcelLab makes it easy to create returns and track orders and returns. A smooth return label creation process and clear returns tracking are key parts of a strong post-purchase experience, so it’s great to know this is working well for you.

We’re also glad that using parcelLab together with Kustomer is a good combination for your team. Seamless integration with customer service platforms helps teams manage orders, returns, and customer inquiries more efficiently. It’s great to hear that the initial setup of parcelLab was easy and smooth as well.

Thank you for your encouragement to keep improving. We’re continuously adding new features and enhancements to support returns, returns tracking, and order tracking even better. We appreciate you trusting parcelLab to manage your post-purchase experience.

Kind regards,

Julia

Ajad T.

11/19/2025

"Streamlined Return Process with ParcelLab"

4/5

What do you like best about parcelLab?

I appreciate how parcelLab streamlines the process of generating return labels, making it straightforward and efficient. The system usually creates accurate labels because it uses the data that's already in place, which minimizes errors. This means I only need to check where the package needs to go and verify the shipping address, saving significant time and effort. I find it particularly valuable that I don't have to repeatedly verify customer information like shipping addresses, as parcelLab has streamlined this aspect, making it more efficient and allowing us to save time during the process. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

I find the error codes in parcelLab particularly challenging, especially when scheduling pickups. The lack of clarity or usability in the error codes can lead to confusion and inefficiencies during the pickup scheduling process. Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi Ajad,

Thank you for the detailed review and for sharing your experience! 😊

We’re happy to hear that parcelLab streamlines return label generation and makes the returns process straightforward and efficient. Using existing data to create accurate return labels, minimizing manual checks, and avoiding repeated verification of shipping addresses are key ways we aim to save teams time and effort across the returns and post-purchase experience.

We appreciate your feedback around pickup scheduling. We’re continuously working to make all parts of the returns and pickup process as clear and efficient as possible. Your input helps us identify where we can further improve usability.

It’s great to know that automating return label generation with parcelLab is reducing manual work, keeping errors low, and simplifying returns overall. Saving time by leveraging existing data and making the post-purchase experience more efficient is exactly what we strive to deliver.

Thanks again and kind regards,

Julia

David S.

CS Representative

Mid-Market (51-1000 emp.)

11/6/2025

"Enhances Post-Purchase Experience with Transparent, Reliable Updates"

5/5

What do you like best about parcelLab?

What I like best about parcelLab is the way it enhances the post-purchase experience. It keeps customers informed at every stage, reducing uncertainty and making the delivery process feel transparent and reliable. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

The platform is very effective, but the notifications can occasionally be too frequent or repetitive. It would be great to have more control over how and when updates are sent. Review collected by and hosted on G2.com.

What problems is parcelLab solving and how is that benefiting you?

parcelLab addresses the communication gap that happens after checkout. By providing proactive updates and branded tracking experiences, it reduces “Where is my order?” inquiries and improves transparency throughout the delivery journey. For me, that means fewer surprises, less effort tracking shipments, and more confidence in the brands I buy from. Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi David,

Thank you for the thoughtful review! 😊

We’re really glad to hear that parcelLab enhances your post-purchase experience by keeping customers informed at every stage of the delivery process. Reducing uncertainty and creating a transparent and reliable delivery journey are exactly what we aim to achieve with proactive updates and clear tracking.

We appreciate your feedback on notification frequency and control. Giving teams more flexibility over how and when updates are sent is important, and insights like yours help us continue refining our post-purchase platform.

It’s great to know that closing the communication gap after checkout with branded tracking experiences and proactive updates helps reduce “Where is my order?” inquiries. Fewer surprises, easier shipment tracking, and more confidence in the brands you buy from are exactly the benefits we strive to deliver.

Thanks again and kind regards,

Julia

Malak A.

Customer Service Associate

Mid-Market (51-1000 emp.)

11/25/2025

"Effortless Customer Support with Proactive Notifications"

5/5

What do you like best about parcelLab?

What I like best about parcelLab is that it makes my job easier by reducing repetitive customer inquiries. The proactive notifications and branded tracking pages keep customers informed, so I spend less time answering “Where is my order?” questions. It also gives me clear visibility into shipping and returns, which helps me provide faster, more accurate support. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

nothing everything is great i didn`t face any issues Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi Malak,

Thank you so much for the wonderful review! 😊

We’re really glad to hear that parcelLab makes your job easier by reducing repetitive customer inquiries. Proactive notifications and branded tracking pages are designed to keep customers informed and minimize “Where is my order?” questions, so it’s great to know they’re doing exactly that for you.

Having clear visibility into shipping and returns is a key part of providing faster, more accurate support, and we’re happy parcelLab is helping you stay on top of both. Solving the challenge of customers not knowing their order status or returns status with proactive, branded updates is at the heart of the post-purchase experience we aim to deliver.

Thanks again for sharing your feedback and for trusting parcelLab to support your customer experience workflows!

Kind regards,

Julia

Verified User in Retail

Enterprise (> 1000 emp.)

10/20/2025

"Transformed Customer Comms, Easy Integration"

5/5

What do you like best about parcelLab?

Our post-purchase customer comms have been transformed by using parcelLab. All emails are now consistent, branded and guide customers back to our website, driving additional revenue.

The portal is simple and straight forward to use, and we use it daily for managing customer comms and parcel tracking. A lot of things can be self served, with more complex changes needing support from parcelLab.

The integration was quick and simple, with a dedicated integration team overseeing things. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

It would be great for more visual and downloadable outputs to be available for the new Smart Survey product.

It would also be great to easily capture a screenshot of a comms template, rather than having to zoom out to fit the whole template in the view for a screen grab. Review collected by and hosted on G2.com.

What problems is parcelLab solving and how is that benefiting you?

We have used parcelLab to move away from carrier delivery update emails. This has allowed us to be fully in control of the comms sent, the wording, branding and look and feel. Campaigns and promotions can help guide customers back to our website from within the emails, where analytics of open rates, click rates and additional revenue can be viewed. Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Thank you so much for this fantastic, detailed review! 😊

We’re thrilled to hear that parcelLab has transformed your post-purchase customer experience. Having consistent, branded emails that keep customers informed, strengthen your brand, and guide customers back to your website is exactly what we aim to deliver. It’s great to know this is also helping drive additional revenue!

We’re especially happy that the portal feels simple and straightforward to use, and that you rely on it daily for managing customer comm's and parcel tracking. Enabling teams to self-serve while still having support available for more complex changes is an important balance for us, as is making integration quick and simple with our dedicated integration team.

Thank you as well for the thoughtful feedback on Smart Survey outputs and comms templates. Input like this helps us continue refining how teams create, review, and share post-purchase customer comms.

It’s great to hear that moving away from carrier delivery update emails has given you full control over tone, wording, branding, and look and feel. Using post-purchase emails for campaigns and promotions, while sharing measurable results like open rates, click rates, and additional revenue is exactly the value we strive to unlock.

Thank you again for trusting parcelLab to power your post-purchase experience.

Kind regards,

Julia

Verified User in Apparel & Fashion

Mid-Market (51-1000 emp.)

12/21/2025

"User-Friendly Interface and Excellent Support Enhance Customer Experience"

4/5

What do you like best about parcelLab?

parcelLab offers a user-friendly and intuitive interface along with excellent customer service. Setting up different use cases for transactional emails works smoothly and requires little prior experience. Various individual scenarios such as out-for-delivery notifications, delays, or returns can be easily configured and integrated into existing marketing automations, helping to significantly enhance the overall customer experience. Review collected by and hosted on G2.com.

What do you dislike about parcelLab?

ntegrating parcelLab into an existing e-commerce architecture and logistics systems can take more effort than originaly expected and may require more technical resources or support, especially in more complex setups. But after all it works. Review collected by and hosted on G2.com.

Response from Julia Henry of parcelLab

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Hi,

Thank you for the great review and for sharing such detailed feedback! 😊

We’re happy to hear that parcelLab’s user-friendly, intuitive interface and excellent customer service are helping you set up transactional emails with ease. Supporting different use cases like out-for-delivery notifications, delivery delays, and returns while fitting smoothly into existing marketing automations is exactly how parcelLab helps enhance the overall customer experience throughout the post-purchase journey.

We appreciate your perspective on integration as well. parcelLab is built to support both simple and more complex e-commerce and logistics setups, and while some architectures require additional coordination, our goal is always to make integration as smooth and well supported as possible. It’s great to hear that everything is working well once in place.

Keeping customers informed about their order status from purchase through delivery and returns is a core strength of parcelLab. Helping teams deliver clear order updates, proactive delivery communication, and transparent returns is exactly the value we aim to provide across the post-purchase experience.

Thanks again and kind regards,

Julia