8 Best Post-Purchase Customer Experience Software Solutions In 2026
Are you looking for the best post-purchase customer experience software for your e-commerce store to delight your shoppers so they can come back to you?
Are you looking for the best post-purchase customer experience software for your e-commerce store to delight your shoppers so they can come back to you?
A good post-purchase customer experience software keeps customers informed, engaged, and satisfied after checkout.
In this article, we’ll go over the 8 best post-purchase customer experiences for online stores in 2025.
Before we begin, let’s go over the factors to consider when evaluating post-purchase tools: ⤵️
What Factors To Consider When Evaluating Post-Purchase Customer Experience Software
When evaluating the best post-purchase experience platforms to make this buyer guide, we looked at the following criteria:
End-customer satisfaction: We reviewed Trustpilot, G2, and other user feedback platforms to assess whether end customers felt informed, valued, and supported throughout their post-purchase journey.
Pricing model: The software should fit your company’s budget, order volume, and customer experience goals, whether you’re an SMB or an enterprise brand.
Customer support and onboarding: Strong post-sale support, including a dedicated account manager or onboarding specialist, is essential for smooth setup and long-term success.
Order tracking experience: We also evaluated and prioritised solutions that offer real-time, branded order tracking pages with proactive delivery updates and delay notifications, be it for new orders or returns.
Communication automation: The best platforms provide customizable post-purchase email and SMS flows to keep customers informed, boost loyalty, and reduce WISMO (Where Is My Order?) inquiries.
Integration with your tech stack: Seamless integration with your e-commerce platform, shipping carriers, helpdesk software, and marketing tools is key for operational efficiency.
Analytics and customer insights: Platforms should offer data dashboards or analytics tools to track delivery performance, customer satisfaction, and operational bottlenecks.
Customisability and branding: We looked for platforms that let merchants easily customise touchpoints like tracking pages, review requests, and survey forms.
💡 Lastly, we evaluated user reviews from merchants to get a clear picture of each platform’s strengths and limitations, so you can make an informed decision based on real-world use.
Let’s now go over the best post-purchase experience platforms that meet this criteria:
What are the best post-purchase customer experience solutions on the market?
ZigZag Global offers the best post-purchase customer experience software with its global returns automation, multi-language customisable returns portal, and advanced analytics that detect return trends and fraud.
➡️ Smart tools like Klaviyo and Gorgias are ideal for Shopify brands looking to combine AI-powered self-service support with branded post-purchase communication.
➡️ On the other hand, platforms like AfterShip and Sendcloud can help you reduce return costs through smart routing, automated label generation, and affordable pricing plans for startups and international retailers.
#1: ZigZag Global
ZigZag Global (that’s us) offers the best post-purchase customer experience software on the market for retailers looking to optimise and automate their returns management globally.
Our platform offers:
Our own carrier accounts, so you would not have to use your carrier account and pay premium prices for domestic and international carriers.
A good range of international carrier integrations so you can scale your returns management abroad, instead of using multiple returns management tools for the different countries.
Best-in-class key account management and customer support that will help you set up a custom returns portal and promptly answer questions.
Advanced return analytics that will let you find out why shoppers return products in the first place and help you deal with return fraud.
Our returns management tool lets you build a custom returns portal and offers your consumers different return options that help you keep capital in the business and offset the costs of returns.
We also provide merchants, from fashion to healthy and beauty, with access to 220 localised warehouses and over 1,500 international carrier services, all across 170+ origin countries.
Let’s go over the features 👇 that small brands and enterprises like SportsDirect, Ted Baker, Puma and Swarovski love about ZigZag Global.
Multi-Language Returns Portal That Can Be Customised
ZigZag Global offers a returns portal that can be customised, enabling you to change returns rules alongside white-labelling the portal to reflect your brand.
E-commerce leaders can adapt various new return solutions (such as a gift card, exchange, or cash refund) depending on customers’ reasons for returning.
For example, you can customise the possible reasons for returns to be that the product was faulty, did not fit, or was unsuitable.
Get a feel of how ZigZag’s platform works in our guided demo: 👇
Single-Click Shopify Integration
Does your online store operate on Shopify?
Our returns management solution can also be set up on Shopify with as little effort as one single click.
Here’s why Shopify merchants love our integration:
One-click installation: Install the ZigZag plugin with a simple click to offer hassle-free returns to your shoppers.
Save the sale with exchanges: Offer exchanges or refunds to gift cards instead of a full refund.
Save up to 57% on your return costs with our consolidation and efficient routing of e-commerce returns.
💡 Our consumer research on returns found that 57% of consumers who are considering returning items would accept a gift card as a refund.
This return option lets you keep capital in the business while benefiting customers with a quick gift card option they can use in your store.
International Returns To 170+ Countries With 1,500+ Carrier Services.
Our returns platform is ideal for international returns, as we facilitate international returns in 170+ countries by connecting you with 1,500+ global carriers.
➡️ ZigZag’s global returns portal can also accept multiple currencies & provides different language settings for international consumers, which is ideal for international brands.
Other returns management solutions that do not facilitate international returns make global retailers use multiple return management solutions for different countries.
Instead of using multiple return solutions for the USA, Europe, and other regions, you can use ZigZag Global as a global return logistics solution.
Comprehensive Range of Return Options For Consumers
The goal of our returns solution is not only to manage your returns but to help you save time, and money, and improve the loyalty of your shoppers.
This is why ZigZag Global offers the following return options for your shoppers:
In-Store Returns
In-store returns are when customers return the product to your store in person to save the costs of a paid return online.
Your online store can implement free in-store returns to your physical locations to slash shipping costs, boost foot traffic to your store, and give shoppers more ways to get a refund.
💡 ZigZag Global also offers in-store drop-off kiosks that are hassle-free for your shoppers to use in your store.
Store Credit To Save the Sale
Return to store credit is when consumers get a refund in the form of a gift card to your online store, instead of a monetary refund to their bank account.
As shoppers are happy to accept store credit instead of a refund (since it’s usually of greater value), our team added the option of this return to our retailers’ portal so you can keep capital in the business.
➡️ Return to store credits allows you to increase and maintain the customer lifetime value (LTV).
Paid Returns
48% of consumers are happy paying for returns, and there has been a 32% rise in paid returns since last year.
This is why we’ve started recommending that the retailers we work with implement paid returns in their stores.
That means asking consumers to pay a small fee to return their products.
Here are a few reasons why retailers of all sizes have been offering paid returns:
Returned costs are covered, so your organisation is not on the losing end.
Customers can’t exploit the free returns policy to engage in wardrobing.
Shoppers are likely to make better buying decisions.
💡 You can check out our recent article on how merchants can deal with bracketing.
Here’s a scenario where you have 5,000 returns per month and 20% of them are paid returns of £3.
That’ll save you a total of £3,000 per month.
Advanced Returns Analytics
Our returns platform offers advanced reporting that tracks everything for our merchants to view and manage from one portal, such as:
Comparing the popularity of refund solutions.
Evaluating the most common reasons why consumers return products.
Reviewing revenue generated from paid returns.
Detecting suspicious return behaviour from customers.
➡️ The retailers that use ZigZag Global can reduce their returns in the long run after evaluating the common reasons why people return products.
Case Study: New Look Introduced Convenient Drop-Off Kiosks At Selected UK Shops
New Look, a retail chain company, partnered with ZigZag Global as it was facing high return costs and could not understand why shoppers returned items.
With our enterprise returns management solution, New Look introduced free and paid return options, where the in-store returns were free of charge, and there was a charge of £2.50 for paid returns.
The retailer transformed its returns experience and has:
Received a 20% decrease in return status queries when the improved tracking was implemented.
Doubled their in-store returns via the combination of easy in-store returns and paid online returns.
Increased their rating from 4.3/5 to 4.7/5 on Trustpilot.
ZigZag Pros & Cons
✅ 1,500+ global carriers to manage international returns.
✅ Advanced reporting and returns analytics to uncover why customers return products.
✅ Wide range of returning options for your customers, such as paid returns, return to the store, and return to a gift card.
✅ 500,000+ drop-off locations worldwide.
✅ Customisable returns portal with multiple currencies.
❌ Shipping back from the EU might take some time, according to a G2 review.
❌ Some merchants note that some of the carriers can be slower than others.
Book a demo with ZigZag now and see how they can improved your customer experience today
#2: Klaviyo
Klaviyo’s Customer Hub helps e-commerce businesses give customers a seamless, branded post-purchase experience, from tracking orders to managing returns, all directly on your storefront.
The platform is a strong choice for Shopify brands that want to boost retention and customer satisfaction with self-service tools and AI-driven support.
Features
Unified customer portal: Customers can track orders, manage returns, update subscriptions, and view FAQs without leaving your site.
Always-on support: AI Service Agent answers questions instantly, knows your catalogue, and escalates to live agents with full context when needed.
Personalised experiences: Show dynamic content, coupons, and product recommendations based on customer behaviour and segmentation.
Self-serve customer hub with AI-powered personalisation: Klaviyo combines your customer service and marketing data to deliver personalised on-site experiences, from reminding shoppers about recently viewed products to tailoring discounts and content for VIPs and at-risk users.
Pricing
Klaviyo uses a tiered, usage-based pricing model based on your number of contacts and email/SMS volume.
The pricing structure is designed for flexibility, whether you're just starting out or scaling rapidly.
There are two core paid plans: Email and Email & SMS, both starting with 500 contacts:
Email Plan: Starts at $20/month for up to 500 contacts. Includes email templates, automation, segmentation, and reporting.
Email & SMS Plan: Starts at $35/month for 500 contacts and 150 SMS credits. Adds SMS marketing tools, consent management, and compliance features.
Additional charges apply as you grow—email pricing scales with contacts, and SMS costs vary by region (e.g. $0.01–$0.03 per message in the U.S.).
Customer Hub (Post-Purchase Experience): Currently in public beta and available for Shopify stores only. Pricing has not been formally disclosed yet and may be bundled into the main plan in the future or offered as an add-on.
Pros & Cons
✅ Powerful automation engine with dynamic flows based on behaviour, purchases, or customer traits.
✅ Unified customer data platform with built-in segmentation, personalisation, and predictive analytics.
✅ The new customer hub offers branded post-purchase experiences, AI-powered support, and self-service returns all in one place.
❌ Pricing scales quickly: can become expensive for larger lists or high SMS volume.
❌ Steeper learning curve for new users without marketing automation experience.
#3: Gorgias
Gorgias is a helpdesk platform built specifically for e-commerce. It consolidates customer conversations across email, chat, social media, and more while offering powerful automation to improve the post-purchase experience.
The platform is a strong choice for growing Shopify, WooCommerce, or BigCommerce stores looking to scale personalised support and drive more revenue from customer service.
Features
Unified Helpdesk: Manage all your customer interactions, email, chat, Facebook, Instagram, and more, from one dashboard.
E-commerce Native Tools: View order history, issue refunds, edit shipping details, and manage subscriptions right from the support panel.
Self-Service Widgets: Let customers track orders, read FAQs, and handle simple requests without talking to an agent.
Automation & Macros: Automate responses to repetitive questions (e.g. “Where is my order?”) and triage tickets with intent + sentiment detection.
Pricing
Gorgias uses a usage-based pricing model based on the number of tickets resolved per month. All plans include unlimited users.
Basic: Starts at $10/month for 50 tickets. Best for small teams to get started.
Pro: Starts at $60/month for up to 300 tickets. Adds reporting, intent detection, and integrations.
Advanced: Starts at $360/month for up to 2,000 tickets. Adds live chat customisations, multi-store connections, and priority support.
Enterprise: Custom pricing. Includes everything in Advanced plus tailored onboarding, account management, and higher ticket volume thresholds.
➡️ Note: All plans include core integrations (e.g., Shopify, BigCommerce, WooCommerce), macros, and access to automation features. Additional ticket packs can be purchased if limits are exceeded.
Pros & Cons
✅ Intent and sentiment detection to triage and prioritise support tickets.
✅ Direct revenue attribution from customer support actions.
✅ Self-service tools to reduce ticket volume and boost satisfaction.
❌ Pricing scales with ticket volume, so it can become expensive for high-volume brands.
❌ Limited in advanced AI automation features compared to newer CX platforms (e.g., Klaviyo’s AI Agent).
#4: Narvar
Narvar offers a comprehensive post-purchase experience solution that lets your shoppers receive clear delivery expectations and track their returns.
The platform is ideal for retailers looking to offset their cost of returns with the platform’s smart routing.
Features
Help shoppers choose how they want to return, as they can choose from home pick-up, store drop-offs, and other drop-off locations.
Define reason-based fees for returns, such as ‘’no return shipping fee’’ for an incorrect item.
Reduce the cost of returns with Narvar’s smart routing of returned inventory.
Pricing
Narvar does not currently disclose its pricing, so you’d have to contact them to receive a quote.
Sendcloud offers a returns management and reverse logistics platform that helps you automate label creation and streamline your e-commerce returns.
The returns software has a ‘’Free Forever’’ plan that appeals to smaller online stores, making it a viable option for start-ups.
Features
Automated reverse logistics workflow: You can automate label creation to save time and improve your site’s returns experience.
Notifications of the status of the return via SMS: Keep shoppers happy and spend less time answering WISMO emails.
Generate customs docs automatically for international returns. You can build trust by offering a localised returns experience.
Pricing
Sendcloud has a free version of its software that lets you get access to up to 2 shop integrations, 50 shipments per month and API access to the platform.
To access the tool’s better shipping discount rates and get access to more shipments per month, you’d need to be on their Lite plan, which starts from £21/month.
The tool’s Growth (£63/month) and Premium (£125/month) plans offer more shipments per month and cheaper price/label rates if you exceed your monthly limit of returns.
Pros and Cons
✅ Advanced return analytics with data-driven insights.
✅ Real-time return shipment tracking.
✅ Generous freemium plan.
❌ The analytics dashboard is only available in the Premium plan, which costs £125/month.
ShipStation offers a returns management solution that, similar to other tools, helps enterprises set up a branded returns portal to manage cross-channel returns.
The platform is ideal for smaller teams looking for a simplistic platform with an affordable pricing model that helps them save money with pay-per-use return labels.
Features
Set up a branded returns portal that allows your consumers to seamlessly return products and request exchanges.
Send return labels with orders to speed up your returns process and manage returns centrally.
Get access to label discounts to protect your returns budget.
You can create and process RMAs to reduce administrative tasks, provide visibility to your customers and prevent return fraud.
Pricing
ShipStation’s pricing is primarily based on shipments per month and offers 4 paid plans:
Starter plan: $9.99/month for 50 shipments/month.
Growth plan: $29.99/month for 1,000 shipments/month.
Scale plan: $99.99/month for 7,500 shipments/month.
High-volume plan: $399.99/month for unlimited shipments/month.
Pros and Cons
✅ Branded labels and tracking of returns.
✅ SME-friendly pricing with a generous plan for Enterprises with unlimited shipments.
✅ You can send return labels with your orders, which is a good way of dealing with staging in e-commerce.
❌ Does not support FedEx, according to G2 reviews.
#7: Outvio
Outvio offers an international returns management solution that helps retailers expand into new markets.
The platform is a nice option for international retailers looking to delight their international customers with a positive returns and exchanges experience.
Features
Create international return policies for different countries of operation.
Multilingual and customisable returns portal that provides shoppers with on-brand notifications.
Automatically generate return labels and automate product exchanges for any product variant.
Pricing
Outvio has 2 paid plans for their international returns:
Grow: €125/month plus order processing fee, which lets you return products with 90+ couriers and access to smart returns and exchanges rules.
Conquer: €250/month plus order processing fee, which adds fully branded notifications, advanced analytics, and the tool’s fully automated Shopify exchanges.
Pros and Cons
✅ Multilingual customisable returns portal.
✅ You can create international return policies.
✅ Smart returns and exchanges rules.
❌ Lack of return options that go beyond returns and refunds, which is why some customers have been looking for Outvio alternatives to offset costs.
❌ Limited range of return courier services and drop-off locations in comparison to other global returns competitors like ZigZag Global.
#8: Aftership
Aftership is a post-purchase experience tool for retailers that helps them set up rule-based returns automation.
The platform is a good option for merchants looking for more customisation options and more rule-based return automation
Features
Re-capture revenue with product exchanges and offer partial refunds.
Rule-based returns automation that can help you offset return costs and retain more revenue from shoppers.
Return eligibility rules, an analytics dashboard, and automated resolutions.
Advanced return fraud management: You can set automated workflows to detect and prevent return fraud by analysing return frequency for some shoppers and weight discrepancies.
Essentials: Starts from $19/month for 720 returns per year and includes their integration with 1,200 carriers and a customisable returns portal.
Pro: Starts from $49/month for 1,200 returns per year and adds automatic returns approval, refund to store credit, and general eligibility rules.
Premium: Starts from $199/month for 2,400 returns per year and adds shipment status-triggered automation, exchange on store, and exchange for other items.
Enterprise: Custom pricing for 12,000+ returns per year, which gives you access to instant exchanges, returns API, and enterprise-grade security.
Pros and Cons
✅ Rule-based return automation with eligibility criteria.
✅ SME-friendly pricing that starts from as little as $19/month.
✅ Good range of carriers.
❌ The analytics and data insights may not be as useful and powerful on lower tiers.
Next Steps: Offer More Return Options To Offset Costs & Battle Return Fraud With ZigZag Global
We went over the 10 best post-purchase customer experience software that is ideal for keeping your shoppers coming back for more.
Each solution that we reviewed has its strengths, weaknesses, and pros & cons.
Built for retailers who operate globally, ZigZag offers an all-in-one returns platform that is designed to take over any online store’s post-purchase experience.
If you’re an e-commerce leader looking for a returns management platform that offers:
A customisable returns portal that can be personalised to your shoppers.
Wide range of return options, such as paid returns, return to store credit, and return to gift card.
Access to detailed analytics and reports on what drives shoppers to return products.
Then you can book a demo to learn more about ZigZag Global.
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