Sendcloud’s Post-Purchase Solution, now available in the tools your team already uses

Sendcloud’s Post-Purchase Solution lets you connect your store, keep your courier setup and let delivery events drive your support and marketing flows.

Over the past year, we’ve rebuilt Sendcloud Enterprise around three connected delivery stages: checkout, shipping and post-purchase.

Today, we’re taking that third step even further by bringing all customer and courier communication together. One data layer, available to all merchants, regardless of which shipping tools they’re using. Merchants can use their own shipping, or add shipping from Sendcloud when it suits their needs.

With Sendcloud’s Post-Purchase solution, merchants are able to turn tracking updates into opportunities to connect. With proactive updates, you can notify your customers of delivery events, delays and pick-up reminders, fully on-brand.

Here’s what’s new:

• Delivery events now drive workflows in the tools your team already works in. Shipment events arrive in Gorgias, Zendesk, Freshdesk or Klaviyo, so support and marketing can reach out proactively.

• Plug & play for major e-commerce platforms. Connect Shopify and add your courier contract credentials, and post-purchase runs on the shipping setup you already have. No developer or migration needed. Running a different platform? Connect through our API.

• One data layer underneath all of it. Every courier event, normalised and enriched, so a reroute to a service point or a downgrade from express to standard becomes a trigger you can act on rather than a scan someone has to interpret.

• Now also works if you don’t ship with Sendcloud yet. You can keep your couriers and your label provider, so nothing in your warehouse or your courier contracts has to change. Connect your shipping tools and start sending branded delivery updates.

Why we built a new Post-Purchase Solution

The post-purchase experience extends the customer experience beyond checkout. Most retailers leave it on default: the standard courier notification, or the Shopify tracking email that comes out of the box.

We believe it’s important to take control of your delivery notifications. See it as an extension of the shopping experience, with delivery emails that are fully on-brand and a tracking page that works as an extension of your online store.

Every delivery update becomes an opportunity to connect with your customers. By being proactive about delivery delays and service point deliveries, you gain their trust. The benefit is essentially two-fold: you keep customers informed and your reputation intact.

When you leave it to chance, it’s the store that takes the hit. In our E-commerce Delivery Compass 2026, a survey of 8,000 shoppers across eight European markets, 42.46% of consumers said they hold the online store responsible for a delivery problem. Nearly one in three decided not to reorder after a bad delivery in the past six months, even when the courier caused it.

So retailers get punished for a failure they didn’t cause and, in most cases, cannot even see in the CRM or support tools they already use. Today that visibility lives in spreadsheets and courier portal logins.

Support finds out last, when the customer opens a ticket. Marketing keeps mailing into unhappy flows, asking for a review while someone is still waiting for their order. And money the courier owes stays unclaimed, because filing the paperwork costs more than the parcel is worth.

“Every merchant is focused on generating sales,” says Bas Smeulders, Co-founder and COO at Sendcloud. “And then they go silent until the product is delivered. In between, your customer is reading a courier email that is not branded, is hard to understand, or never mentions a delay at all. You need to take that opportunity to connect.”

How does the Post-Purchase Solution work?

It connects real tracking events to the tools your team already works in, then splits them down two paths.

The happy flow: 96% of your parcels

When your customers are receiving a tracking message for the courier, instead of the brand they ordered from, you’re handing over the customer experience, and hope for the best. With the Post-Purchase Solution, you can trigger branded messages from Sendcloud or directly in Klaviyo, so your tracking email campaign matches the delivery journey.

The tracking link points at your own tracking page, your logo, and personalised embeds (your Instagram page, or a review request, for instance). Sendcloud’s branded tracking emails have an ~80% open rate, against 20% for a regular e-commerce email, and customers open them two to three times. It’s the most read email and, for most retailers, the least used.

The unhappy flow: the 4% that decides your reviews

A parcel that is late, lost or delivered to the wrong place reaches your support desk before it reaches your customer. The event arrives in Gorgias, Zendesk or Freshdesk with the parcel and the courier already attached. Your team opens the conversation instead of answering it, and nobody has to log into a courier portal to find out what went wrong with the delivery.

83% of consumers expect a message when a parcel is about to be delayed, and fewer than 15% of merchants and couriers send one.

Sendcloud uses the same events to inform your marketing emails. Asking for a review while someone is still waiting for their order earns you a one-star answer. Wait until the parcel is actually delivered and the same email gets a different outcome.

Claims: the part nobody has time for

Most retailers are put off by claims because the effort-to-reimbursement ratio is not worth it.

We have our own logic: three days without movement on a parcel is enough for Sendcloud to start an investigation, even when the courier has flagged nothing.

Filing and follow-up then happen automatically, across every courier you ship with. A successful claim recovers the shipping cost, which can quickly add up. Retailers running claims this way spend up to 60% less time on them and resolve 8x more delivery issues than they would manually.

Do you have to change how you ship?

No. Until now, this only worked if Sendcloud created your labels, which ruled out every brand shipping with a different platform or 3PL.

This is now especially easy if you’re a merchant on Shopify. We already have your orders and tracking numbers from the store, so all you need to do is connect your courier credentials and choose which events should trigger what. Other platforms and custom stacks connect through the API. Your couriers, contracts and label provider stay exactly the same.

Cloudpillo, a Shopify brand, reported 42.4% fewer WISMO tickets after connecting post-purchase to Klaviyo and Gorgias.

The next phase: measuring what your tracking communication delivers

The honest gap today is measurement. You can see that delivery messages go out, but proving what they brought back is harder.

“If you do 10,000 orders a month, you are sending around 30,000 tracking emails,” says Bas. “No email marketing campaign gets close to that open rate. The question is what you put on the other side of the click.”

The next phase of this product is built around this. We will have more to share on it soon.

Communicate the right updates at the moment customers are most engaged with your brand

A happy customer and a negative review are often separated by one thing: whether that customer got the right message at the right time.

With Sendcloud’s Post-Purchase solution, you can handle that without the hassle. Everything from branded tracking updates to automated claims and support integrations is managed in one place. What your customer sees after they buy is linked directly to what is actually happening with their parcel, whichever courier you use.

Delivery is only the start of the customer relationship after purchase. Sendcloud also gives you more insight into delivery performance and handles issues and claims automatically.

Together, that means fewer WISMO tickets, less pressure on your support team and a delivery experience that matches your brand’s reputation.

Want to see how our newest solution would work for you? Book a no-obligation demo and in 30 minutes we’ll show you what it can do for your team.