ZigZag partners with Relay to make reverse logistics cheaper, faster, and greener.

ZigZag, the leading returns management solution, has announced its new partnership with recent DELIVER Europe award winners Relay, the innovative tech-enabled carrier taking the UK logistics industry by storm. This strategic collaboration will elevate the e-commerce operations of some of the UK’s biggest retailers by optimising logistics efficiency, speeding up product turnaround times, and cutting CO2 emissions.

How the partnership works

Retailers using ZigZag’s award-winning returns solution, including Selfridges, Frasers Group, New Look, The Hut Group, and more, will now get access to Relay’s speedy, more sustainable, and cost-effective network. When consumers are redirected to the retailer-branded portal from the vendor’s website, they can select the items they wish to return and their reason for doing so before choosing Relay’s drop-off return option. Relay provides consumers with a printerless returns solution using a QR code, removing the hassle of printing labels at home or in store.

Fast, first and final mile logistics

Relay is a logistics company doing something different. Its e-commerce native technology platform leverages an asset light, data-centric network to offer a faster, greener, and cheaper outbound delivery and returns services. In a constantly evolving retail landscape where customers want their order now, Relay allows its clients to keep pace with demand by offering an end-to-end solution that can flex and expand synchronistically alongside retailer’s demand. For outbound orders Relay collects directly from the retailers’ warehouses, performing a deep postcode-level sort, and delivers quickly to customers through its hyperlocal network. By rethinking the Hub and Spoke model, customers can take advantage of faster same-day & next-day deliveries to get items for soon-approaching events or get updates on their fast-returning items, without pestering customer service teams for updates. With only 25% of consumers ready to shop with a retailer again after a bad delivery experience, time is of the essence.

Faster deliveries and collections also result in products being out-of-stock for shorter periods of time. For clothing items, particularly fast fashion, extra days spent in transit or distribution centres can be the difference between selling for full value and entering the circular economy at a discount or even being recycled. Through ZigZag’s data-rich returns portal cutting processing times and Relay’s ability to get goods back to retailers more quickly, retail brands will experience improved inventory turnover rates and profitability.

A cost-effective returns collector

But it's not just the time-focused demands of consumers that retailers are battling. Costs are rising across the board. Whether it’s spiralling freight costs, increasing return volumes, or the inflationary rises to manufacturing, retailers are looking to seize every opportunity to save money without impacting the customer experience. By partnering with Relay, ZigZag will be able to offer a cheaper next-day delivery service that delights customers and Chief Financial Officers alike. Due to their unique operating model and innovative technical solutions Relay’s next-day prices are amongst the most competitive in the UK, meaning retailers that still insist on offering totally free returns, won’t have to compromise between cost reduction and delivering the ultimate customer experience.

63% of retailers have now moved to paid returns or charge for some premium services. So, for those retailers, offering faster and cheaper return solutions through Relay can provide the superior customer experience that shoppers expect when contributing to the reverse logistics costs. And, as everyone in the world of retail logistics can attest to, that contribution rarely covers the full returns costs. So, Relay’s affordable, fast delivery and collection will enable brands to reinvest their savings into other critical areas of their business, driving growth and profitability.

A greener solution

90% of consumers care about using greener delivery options for their returns, they are just often too costly or inconvenient. By partnering with Relay, ZigZag can now offer its retailers a returns service that prioritises greener vehicle types. The technology that underpins both ZigZag and Relay also helps reduce overall miles travelled per parcel. Despite being a next-day delivery provider, Relay enables retailers to reduce CO2 emissions by up to 50% by operating smarter than incumbents today and leveraging the hyperlocal light vehicle fleets.

ZigZag is thrilled to be working closely with Relay

Al Gerrie, Founder & CEO of ZigZag commented, “For retailers, being able to provide flexible and convenient return options is paramount to delivering a returns experience that keeps customers coming back. It’s why we are proud to boast over 1,500 carrier services are integrated on our returns platform across 170 countries – providing choice and reliability to our retailers and their shoppers.

“Relay is the ideal addition to our expansive network. It’s affordability, speed of delivery, and sustainability credentials will prove popular amongst the renowned brands that use our return platform.”

Relay is proud to announce our partnership with ZigZag

Nicole Mazza, Co-founder & CCO of Relay agreed, “Retailers have faced strong headwinds in recent years with rising supply costs and a turbulent economic climate forcing many to have to compromise between the cost, speed and quality of their delivery performance. Relay’s delivery and returns service offers the e-commerce industry a faster, cheaper and greener alternative, which has enabled Relay to work with some of the biggest names in e-commerce and win the Rising Star award at Deliver 2024.

"Our partnership with ZigZag emphasises our commitment to work alongside technologically forward-thinking and sustainable partners to promote innovation and delivery quality for retailers and their end customers."

About ZigZag

ZigZag is a software solution to help eCommerce retailers manage returns domestically and globally. In 2023, ZigZag processed £2bn worth of returns via its retailer-branded returns portals providing consumers with quick and convenient returns solutions.

The ZigZag platform connects major retailers to a global network of 1,500+ carrier services in over 170+ countries. ZigZag's clients include Selfridges, Frasers Group, New Look, The Hut Group, and many more.

ZigZag delivers best-in-class technology and service to transform the post-purchase and returns experience globally. ZigZag’s mission is to reduce cost and waste, increase customer loyalty, and enable its clients to be more profitable and sustainable.  

ZigZag has continually been awarded for its innovation and data winning 14 awards since 2019, culminating as Tech Innovator of the Year at the prestigious Drapers Awards 2023.

Visit the ZigZag website to find out more about how it can transform your returns www.zigzag.global

About Relay

Relay is the UK’s first purpose built, asset light e-commerce native delivery & returns provider.

Incorporating learnings from the Chinese logistics industry to rewire the traditional hub and spoke model, Relay has built an asset light network that underpins a suite of guaranteed express delivery options, including Same Day, Next Day, and Express services.

Since our operational debut in summer 2022, Relay has admirably served on behalf of 115 Retailers & Brands within the M25 area, boasting an enviable >98% first-time delivery success rate.

Our service offering not only boasts the most competitive prices in the UK market but also achieves up to a remarkable 60% reduction in CO2 emissions compared to EU averages for the final mile.