Post-purchase glossary
This glossary includes eCommerce terminology pertaining to the post-purchase experience and returns management.
Average Order Value
The average dollar amount spent each time a customer places an order. AOV is calculated by dividing total revenue by the number of orders.
Branded Tracking
A customized, brand-owned tracking experience that replaces generic carrier tracking pages with on-brand communications and upsell opportunities.
Branded Emails
Personalized, on-brand email notifications sent throughout the post-purchase journey to keep customers informed and engaged.
Customer Retention
The ability of a company to retain its customers over a period of time. Post-purchase experience plays a critical role in driving retention rates.
Customer Lifetime Value
The total revenue a business can expect from a single customer account throughout the entire business relationship.
Churn Rate
The percentage of customers who stop doing business with a company over a given period, often influenced by poor post-purchase experiences.
Carrier Scorecard
A performance measurement tool that evaluates carrier partners across metrics like on-time delivery, damage rates, and customer satisfaction.
Cargo Tracking
The process of monitoring and tracking the movement of goods from origin to destination through the supply chain.
Direct to Consumer
A business model where brands sell directly to end consumers, bypassing traditional retail intermediaries and gaining full control of the customer experience.
Delivery Status
Real-time information about the current state of a shipment, from dispatch through to final delivery confirmation.
Delivery Notification Software
Technology that automates the sending of delivery updates and notifications to customers via email, SMS, or push notifications.
Delivery Management
The end-to-end coordination of the delivery process, including carrier selection, route optimization, and customer communication.
Delivery Date Estimate
A predicted delivery date provided to customers based on carrier data, shipping method, and historical performance patterns.
eCommerce Tracking Updates
Automated notifications sent to online shoppers about the status of their orders, from order confirmation through delivery.
Final Mile Carrier
The logistics provider responsible for the last leg of delivery, transporting packages from a local distribution center to the customer's door.
Improve Carrier Performance
Strategies and tools for monitoring, benchmarking, and optimizing carrier partner performance to ensure reliable delivery experiences.
Last Mile Delivery Analytics
Data analysis focused on the final stage of the delivery process, providing insights into performance, cost, and customer satisfaction.
Marketing Automation
Technology that manages marketing processes and campaigns across multiple channels automatically, often triggered by post-purchase events.
Order Fulfillment
The comprehensive process involved in receiving, processing, packing, and delivering orders to customers efficiently and accurately.
Omnichannel Returns
A returns strategy that allows customers to return items through multiple channels — in-store, by mail, at drop-off points — for maximum convenience.
Pre-Shipment
The phase between order placement and carrier pickup, including order processing, picking, packing, and label generation.
Parcel Tracking Automation
Automated systems that monitor parcel movements across carriers and trigger notifications or actions based on tracking events.
Parcel Monitoring
Continuous surveillance of parcel status and location throughout the delivery journey, enabling proactive issue resolution.
Return Merchandise Authorization
A formal approval process that authorizes a customer to return a product, typically including a unique RMA number for tracking and processing.
Shipment Tracking API
A programming interface that enables businesses to integrate real-time shipment tracking data from multiple carriers into their own systems.
Third-Party Logistics (3PL)
An outsourced logistics provider that handles warehousing, fulfillment, and shipping operations on behalf of eCommerce businesses.
WISMR
'Where Is My Return?' — customer inquiries about return status. Reducing WISMR tickets is a key goal of returns experience management.
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