ECCO has expanded steadily since its conception in 1963 to become a renowned high-quality shoe retailer with an impressive catalogue of products. ECCO’s attention to detail, use of high-grade materials, and passion is apparent in their products beloved by fashionistas the world over.

View the Features of ECCO's Returns Portal

ECCO

Improves the returns experience
for its customers

Jason Taylor
Commercial Director

We spoke to ECCO’s Group Senior Director, E-commerce Dan Grunwerg, who led the charge revolutionising ECCOs returns process to find out what sparked the decision to come to ZigZag and what the experience looks like now.

“With ZigZag’s returns solution, it’s really a different world. It is better for our customers, and better for us internally to manage...We would absolutely recommend ZigZag to any retailer that came asking."

View ZigZag Demo Book Demo

Challenges Faced
before ZigZag

Complete lack
of tracking

Both customers and ECCO were unable to see where returns were, leading to high levels of customer care contact

Lack of
returns data

ECCO seldom had enough data to investigate why they were getting return spikes for certain products

Long lead
times

The logistics broker ECCO was using caused very long lead times for returns to its central warehouse

See ZigZag Demo Book Demo

How ECCO implemented

Smarter Returns
with ZigZag

The Right
Choice

Sometimes it’s just easier to bring in the experts from the start. By choosing ZigZag, ECCO gained a returns solution with 24/7 access to the expertise of specialists who are focused solely on optimising returns management.

Dan stated,

“Perhaps most importantly, the attitude and approach from the ZigZag team played the largest role in ECCO selecting ZigZag as its returns partner. ECCO was not mature in this space, and ZigZag made it easy for us, always finding a solution so that we didn’t have to work hard to change. All the team, from IT to Logistics to Customer Care, really valued this collaborative and flexible approach.”

Up & Running Quickly

ZigZag has a Client Success Team and experienced Tech Experts on hand to ensure retailers have a smooth integration process. Whether through API or cartridges for sales platforms like Shopify, ZigZag tries to minimise development time from the retailer’s end.

ECCO and ZigZag worked quickly together to ensure a smooth transition. ECCO were able to go live with ZigZag within just a few months with a small break in between to take stock and deal with peak season.

Faster
Refunds

The previous logistics solution ECCO used caused long lead times for returns to reach the central warehouse and even longer to process.

Switching to ZigZag’s online portal gave ECCO a user-friendly system with faster refunds and improved efficiency in its warehouse and distribution centres. Fulfilment professionals now handle returns smoothly, knowing all details about incoming returns.

Switching to ZigZag’s online platform sped up ECCO’s supply chain and refund processing. Customers trusted the new, traceable return method, leading to fewer inquiries andincreased satisfaction.

Going
Paperless

ZigZag was a pioneer of paperless returns in the UK. Paper waste in eCommerce orders has been cut by over 60% on average by the retailers now using ZigZag’s label-less returns solution in the UK alone. This amounts to an estimated 35 million paper labels being stopped from being needlessly included in outward parcelsevery year.

ECCO was keen to go paperless as quickly as possible. So far, ECCO has managed to offer paperless returns to around 50% of its customers. By utilising ZigZag’s extensive carrier network, in particular options like InPost, ECCO is edging towards its goal of being going fully paperless.

Data-Driven Decisions

Brands across the world have access to vast amounts of returns-related information, andthrough ZigZag’s returns platform, now have the access to readily surface insights that empower their business.

For fashion and footwear companies selling online like ECCO, they will always have to suffer a level of considerable returns. By utilising ZigZag’s data reporting features, ECCO can now investigate why products are returning and identify areas they can tackle to reduce returns proactively.

View Solution See how it Works

ECCO’s Returns Revision

An interview with Dan Grunwerg, Senior Director, E-commerce.

Scroll through to see ECCO’s adoption of ZigZag’s award-winning platform.

Find out more how ECCO benefits from faster refunds, improved customer satisfaction, trackable returns, more carrier services, more data-rich insights, and ZigZag’s expertise.