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Copyright © 2023 ZigZag Global. All Rights Reserved.
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Ready to switch to Paid Returns?
Paid Returns
How it Works
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Payment Page on your Returns Portal
Payment is charged upfront, so that the customer has control of payment.
This method has proven to give the most clarity to the customer and to reduce customer queries.
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Multiple Payment Methods & Currencies
There are multiple payment options, for example Credit Card, Debit Card, Paypal, Apple Pay and Google Pay.
Currencies supported include GBP, USD, EUR and many others.
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Free Return to Store, Paid Returns Online
Clients often incentivise returns to their own stores with free returns, as seen with New Look, which doubled returns to their stores and subsequently boosted foot traffic.
We can charge for returns at multiple price points including premium services like collection
from home.
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Reward Loyal
Customers
ZigZag enables you to continually adapt to meet your need, whether you wish to offer free returns at Peak Season or for specific return reasons.
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Customise rules based on return reasons
ZigZag enables you to offer free returns or paid returns depending on the return reason. For example, a retailer might want to charge for ‘Doesn’t Suit Me’, but offer free returns for ‘Arrived Too Late’ or ‘Damaged’.
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Measure and Report
your Paid Returns
Understand the revenues recouped from paid returns. We provide the data so you can continually optimise the returns experience. We also enable you to AB test pricing options so that you can see the impact on return rates, sales and customer satisfaction.
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Why companies are considering:
Paid Returns
Discourage
Fraud
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Recover the Costs
of Returns
expense of delivering a product. 63%
of retailers now charge for returns,
it’s now your turn.
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Provide Premium
Carrier Options
to include the option to charge
for premium options like
Collection from Home
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Remain
Flexible
your returns policy to include swift implementation
of charges, adapting as needed to unexpected
shifts in carrier services or profitability goal.
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Shoppers
are Ready
Key Features
Yes, New Look introduced Paid Returns at the same time as they deployed the ZigZag portal. Their success and top tips are here - https://www.zigzag.global/case-studies/new-look
method & carrier?
Yes, a key differentiator of ZigZag’s paid returns is that each retailer can offer a mix of paid and free lanes in the same returns portal.
Yes, we apply payment rules customised to the retailers' choosing:
1. By Product - the retailer chooses products that are eligible for free return or paid returns with specific carrier lanes.
2. By Return Reason – each retailers can choose to offer free or paid returns depending on the reason for the return. For example, a retailer might want to charge for ‘Doesn’t Suit Me’, but offer free returns for ‘Arrived Too Late’. In addition, these rules can be country-based. If two or more items are returned with different charges for different payment on the same return order, ZigZag will customise the payment to be free or paid, depending on the retailer’s preference.
3. Voucher Codes for free returns – these can be offered to specific customers based on the specific criteria.
4. Membership – retailers can choose to offer free returns for VIP / Subscription Shoppers vs paid returns
for non-subscribers.
5. Additional returns - the retailer can choose to make any additional label for the same order number free or paid.
Customers are charged upfront via the returns portal at the moment they order their return, (via credit card, debit card up, via PayPal, via Google Pay, or Apple Pay). Our clients tend to prefer this method because it creates the minimum customer service queries.
Retailers often see a small decrease in returns. New Look experienced a 0.5% reduction in returns and no impact on sales while driving more people to visit their physical retail stores. ZigZag clients can run AB tests to trial different prices to measure the impact on customer happiness, sales and returns rates.
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ZigZag Global
Winchester House,
19 Bedford Row,
London, WC1R 4EB
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