parcelLab Reviews & Product Details

I use parcelLab for our post-purchase experience at H&M, especially for tracking the communication journey of emails to our customers. I like the simple dashboard where I can keep track of communication to the customer and also appreciate the data analytics the tool provides. It helps us effectively manage and track order statuses, keeping our customers informed from 'Dispatch' to 'Delivery.' The analytics help us monitor performance and analyze customer engagement to improve efficiency. The initial setup was very easy, and we didn’t face any troubles with the integration. Review collected by and hosted on G2.com.

The overall tool performance can be improved, as it can be a little slow sometimes. I would also like the tool to introduce self-help steps on how to operate the tool so it is easy for everyone to manage it. Review collected by and hosted on G2.com.

The parts I like the most about parcelLab are the reports and the metrics module, they are customizable and very complete, which allows you to work in depth to improve the messages you send to your customers. I also find very useful the ability to adapt the messages, customize them and make modifications very quickly, which is very necessary in emergency situations. Review collected by and hosted on G2.com.

The improvement part is to have a faster update of the user manuals with all the new features that are being implemented, it is a tool in constant evolution and there are very interesting new functions and it would be useful to have faster information about them to be able to use them. Review collected by and hosted on G2.com.

I use parcelLab for work every day and find the tracking very useful for checking if the package has been returned. It's great to see the date and which items were registered inside the package. I appreciate that it's very intuitive, making it easier to track the status of orders, including whether they have been delivered and from which warehouse the package is coming. The initial setup of parcelLab was very easy. Review collected by and hosted on G2.com.

For the tracking part, I would implement the part where it explains the tracking better. I'd use another layout and make the dates and hours more clear. The parcel status is sometimes not easy to understand because it just reports what the customer registered on HM return registration, but sometimes it's not clear where and when the customer stored the pack. It would be useful to have a part where it clearly says the date and hour the customer stored the pack. Review collected by and hosted on G2.com.

I love how simple it is to use + how many info we can see. It is very complete and being able to send notification again from there to cst.

My company is paying for it but it is definitely a good investment. It is helping me going faster with customer instead of checking on multiple platforms, i can just use parcellab and its working fast. Review collected by and hosted on G2.com.

I would maybe suggest using more colors or different fonts for some categeries so that they are more visible and easy to notice. (when you are used to using parcellab you get used to it but for beginners, it would help them going faster if everything was not blue).

For exemple when we try to claim a parcel, instead of a drop down menu, i would suggest having 4 squares with each one different color "delivered not received" in red, "lost in transit" in green" etc. So we would automatically know which one is which by the colour instead of opening the dropdown and reading the title. Review collected by and hosted on G2.com.

I use parcelLab for tracking customer orders and getting better details of the orders and communication that customers have received. I can see all delivery phases and find information on the carrier more easily, and I appreciate being able to see all the messages that the customer has received. I like the tracking of the carrier and info about them, and the delivery steps are helpful. I get a better overview of the order and it provides extra information when things are unclear. The initial setup was easy. Review collected by and hosted on G2.com.

The layout could be better. If there are multiple parcels in the order, they don't show separately or it's not clear enough. It would be better to have the parcel delivery steps separated clearly. There could be a title saying that a parcel belongs to 'this brand' and then under it all the updates related to it. Also, the info on the page could be visually clearer. It's a lot of text and it could be easier if you didn't have to scroll so much but instead you could just have a drop-down menu. Review collected by and hosted on G2.com.

The level of white-label customization and the global carrier network are unmatched. Unlike other platforms that feel like a "plug-in," parcelLab allows us to own the entire customer journey. We can trigger proactive, branded notifications based on over 350+ carriers worldwide, ensuring the customer never has to leave our ecosystem to check a tracking number. The AI-powered delay predictions are also a game-changer—they allow us to flag issues and message customers before they even realize there’s a problem. Review collected by and hosted on G2.com.

nothingThe barrier to entry is high, both in terms of cost and implementation. It is definitely an enterprise-grade tool, so the setup can be a complex "engineering project" taking 2–4 months. Additionally, the reporting dashboard can feel a bit fragmented; while the data is incredibly deep, I’d love to see a more unified, "single-pane-of-glass" view for all metrics without having to toggle between different modules. Review collected by and hosted on G2.com.

What I like best about ParcelLab is how it transforms the post-purchase experience into a clear and customer centric journey. The platform makes it very easy to keep customers informed at every stage of the delivery process through proactive and customizable communications. It allows companies to send consistent tracking pages and notifications via email, SMS and other channels (that improves a lot transparency and customer trust).

What I also appreciate is the level of control and flexibility the platform provides. The automation features allow teams to set up smart workflows that trigger updates based on shipping events, delays...

ParcelLab is a powerful solution for any company that wants to elevate its post-purchase experience, reduce customer services inquiries related to shipping, and maintain a consistent brand presence even after the checkout is complete.

It helps bridge the gap between logistics operations and customer experience in a very affective way Review collected by and hosted on G2.com.

One aspect that I think could be improved is the learning curve when fist setting up the platform. Because it offers a lot of customization and automation options, it can take some time for new users to fully understand all the features and configure workflows efficiently.

And some integrations or advanced customizations may require technical support. Review collected by and hosted on G2.com.

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.

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.

ParcelLab surprises me about one thing which is the way it handles customer communication relating to shipments. Once implemented, we linked it to Shopify and our courier system, and this makes sure that the information provided is received correctly and on time. The frequency of use is high at times of busy sales, and therefore, it has become a critical component of our work. Our delivery experience is smooth and professional because of the number of features of proactive notifications, branded messaging. Review collected by and hosted on G2.com.

ParcelLab has its weak points, particularly in the attempt to completely customize notifications of special offers. The feature count is sound, yet it is difficult to change messages so that they fit campaign tones. This has been noted to slow down operations and occasionally increase the workload by the team since the frequency of use is more during peak periods. It is not an urgent issue, but it needs to be addressed when the messaging should be unique or branded. Review collected by and hosted on G2.com.

I appreciate how parcelLab makes generating return labels easier and saves time by ensuring everything is accurate and goes where it needs to be. The ability to generate labels any time of the day is valuable, especially since other couriers' sites often aren't available. I also liked that setting up parcelLab went smoothly without any issues. Review collected by and hosted on G2.com.

I'm not sure if this is something on my end, but generating multiple return labels addressed at different warehouses isn't possible yet. We're just generating multiple return labels with different weights under very specific scenarios. While parcelLab still saves some time generating a blank return label, it would be helpful if I could generate multiple labels. Review collected by and hosted on G2.com.