How to Break Free From Your Post-Purchase Vendor Without Turning It Into a Nightmare Project
Post-purchase operates differently from other business systems. When payment gateways or warehouse systems crash, problems are immediately visible. Post-purchase challenges emerge gradually -- "a chronic kind of slightly undiagnosed pain," as Angus Knights, VP of Product at parcelLab, describes it.
The Invisible Problem Nobody Owns
No single department owns post-purchase. Logistics handles carriers, eCommerce manages websites, marketing controls communications, and customer service handles complaints. This fragmentation means accountability gets diffused across multiple teams.
The 95/5 Execution Gap
Key Insight
On spec sheets, vendors offer nearly identical capabilities. The difference lies in execution frequency. The important evaluation question shifts from "Can you do this?" to "What percentage of your customers are you actually doing this for?"
The Three P's of Vendor Evaluation
Purpose
Define business objectives before vendor conversations. Are you prioritizing revenue growth through repeat purchases and personalization, or focusing on experience through proactive problem-solving? Different vendors excel at different purposes.
People
The human team behind implementation matters more than roadmap promises. Warning signs include teams focused only on launch rather than outcomes, expertise hidden deep in the organization, or slow response times.
Platform
Self-service accessibility determines long-term value. If setting up communications requires weeks of vendor involvement, teams won't address problems. Easy-to-use platforms encourage continuous improvement.
Strategic Principles for Leaders
- Order from vendor customers -- experience their actual tracking pages, emails, and returns processes across multiple brands
- Ask strategic reference questions -- which metrics mattered most during migration, how collaboration works day-to-day, and what they'd change
- Solve organizational ownership internally -- the most successful implementations operate under cross-functional product management
- Establish baselines before migrating -- document WISMO contact rates, repeat purchase attribution, and exception handling metrics
Chronic post-purchase pain accumulates invisibly through customers who don't return, preventable support costs, and unmeasured revenue loss. Breaking free requires recognizing possibilities beyond current experience and actively investigating alternatives.
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See how parcelLab can help you turn every delivery and return into a loyalty-building moment.