ParcelLab
ParcelLab is a post-purchase experience platform that includes a returns module used by enterprise retailers. Pinch ingests every return ParcelLab creates, scores it, and writes the decision back as a Shopify customer tag (or via API for non-Shopify stores) that ParcelLab reads inside its policy engine.
What data Pinch gets from ParcelLab
Pinch subscribes to ParcelLab's return events and pulls the following on each return:
| Data | Used for |
|---|---|
| Return ID, parent order ID, customer email | Linking the return to the order and the Pinch Identity |
| Line items being returned (SKU, quantity, price, reason code) | Workflow conditions, abuse-pattern detection |
| Customer-stated return reason | Wardrobing, switch-fraud, size-abuse signals |
| Return method (mail-in, drop-off, in-store) | Differentiating risk by return channel |
| Return state transitions (created → label issued → in transit → received → resolved) | Time-in-transit signals, return-tag-not-used detection |
| Disposition / inspection outcome from the receive step (when configured) | Disposition data when ParcelLab is the source of truth |
| In-transit + delivery tracking events | Empty-box detection (was the package ever actually delivered?), proof-of-delivery signals |
Pinch receives these via ParcelLab webhooks (live) plus a historical backfill on first connect.
What Pinch writes back
Pinch writes the decision back to the storefront — customer tags on Shopify, or API callback for non-Shopify stores — using labels like pinch-allow, pinch-review, pinch-deny, plus Sub Decision labels. ParcelLab reads those inside its returns rules configuration.
Using Pinch tags inside ParcelLab
ParcelLab doesn't have a single named "Workflows" engine — tag-driven decisioning is spread across Fraud & Abuse Protection, Return Policies, Returns Portal Configuration, and Journeys, each with its own filter/condition layer.
ParcelLab's public configuration UI doesn't expose a first-class "if Shopify customer tag" dropdown for arbitrary tags. ParcelLab's own Fraud Risk Tags are a closed enumeration, not a passthrough for external tags like Pinch's. Most merchants wire Pinch tags into ParcelLab via the integration team — they map pinch-* values into ParcelLab order data or a custom attribute, then build rules against that attribute in the configuration filter object or via Segmentation. This is implementation-time work, not self-serve.
Recommended Pinch-tag → ParcelLab mapping (configured with your ParcelLab implementation team):
| Pinch tag | ParcelLab module | ParcelLab action |
|---|---|---|
pinch-deny | Fraud & Abuse Protection — configuration matching pinch-deny | Mark return items non-returnable; show customer-facing block message |
pinch-review | Fraud & Abuse Protection — configuration matching pinch-review | Route to manual review (returns portal forces support-ticket path) |
pinch-vip | Return Policies — pinch-vip configuration | Extend return window, waive shipping-label fee, allow store-credit bonus |
pinch-suspect-abuse | Return Policies / Returns Portal Configuration | Restrict refund method to store-credit only; require mandatory return reason + warning copy |
pinch-first-order | Journeys / Return Policies | Include in first-order welcome journey; offer instant-credit bonus |
| Default (no Pinch tag) | — | Standard return policy |
To set this up, ask your ParcelLab CSM to:
- Add Pinch's tags (or a derived attribute) to your ParcelLab order data feed.
- Create rule configurations in Returns → Fraud & Abuse Protection that match those attribute values.
- Apply the deny / review / restrict / waive actions per the table above.
The Pinch team can provide the exact tag list Pinch writes for your account so the mapping is consistent.
How to connect
In the Pinch dashboard, go to Integrations → Returns System → ParcelLab. Paste API credentials from your ParcelLab admin. Pinch verifies the connection and begins ingesting events within a few minutes.
See also
- Disposition data — ParcelLab inspection outcomes feed the middle and top fidelity tiers
- Workflows — where ParcelLab return data is evaluated
- Install on Shopify — the customer-tag writeback path ParcelLab reads from