SportsShoes is the UK’s largest online retailer for run, gym, and hike with an extensive product catalogue in the thousands. The sportswear retailer prides itself on this wide range of the latest performance products from leading specialist brands in addition to its award-winning customer service and the level of expert advice it can offer.

View the Features of SportsShoes' Returns Portal

SportsShoes

Revolutionises its
post-purchase experience

Jason Taylor
Commercial Director

We spoke to SportsShoes’ Logistics Manager, who has been instrumental in optimising its returns post-purchase and worked closely with the ZigZag team from day 1.

“Overall working with ZigZag has been excellent! We are very happy with the experience we’ve had in every aspect.”

View Solution Book Demo

Challenges Faced
before ZigZag

No Account Management

SportsShoes previously struggled to get responses or support from their former competitor's customer service.

Slow Refund
Times

Most complaints to the SportsShoes Customer Service were about slow, untracked returns delaying refunds.

Costly Returns Solution

SportsShoes were constantly over charged by their previous returns solution and carrier services.

View Solution Book Demo

How SportsShoes implemented

Smarter Returns
with ZigZag

The Decision
to Switch

We were not SportsShoes’ first returns solution. After suffering with one of our biggest UK competitors for a while they decided it was time for a change. It was time for smarter returns.

After surveying the market and receiving a glowing recommendation from an Account Manager at one of its trusted outbound carriers, SportsShoes decided to upgrade to ZigZag’s award-winning solution.

Account Managers
that Care

SportsShoes struggled to get a timely response out of their old returns solution’s Account Management team. That’s not how we do things at ZigZag. Whether our retailers want to reach our technology team, finance team, or just want some advice about their returns policy, we are just a phone call or email away.

ZigZag prides itself on the quality of our client success team. ZigZag really cares about helping your business grow and it will be on hand to help you every step of the way. Many ZigZaggers come from leading retailers and they know exactly what challenges you face. The best people to have inyour corner.

ZigZag actually took an award away at Deliver 2022 for its Customer Experience.

Expansive Logistics & Tracking

With over 1,500 carrier services across over 170 countries, partnering with ZigZag to manage your returns experience allows you to tap into a vast logistics network, capable of bringing your returns back in a time-efficient and cost-effective manner.

ZigZag was able to offer various reliable carrier services for each country that SportsShoes operated in and managed to considerably boost their tracking across their network.

With SportsShoes’ customers able to see where their return was along the supply chain, they were less inclined to pester the Customer Service team for a refund update. This allowed the retailer to focus their efforts and resource talking with customers on their products, where they offer unique live expert advice.

Getting
Greener

As a founding member of the Ellen MacArthur Foundation, ZigZag is enthusiastic about driving sustainability throughout the retail landscape. As pioneers of the paperless solution in the UK, ZigZag has saved tens of millions of paper labels from being needlessly wasted in outbound orders. As a retailer with real green initiatives, SportsShoes.com was particularly interested in offering more sustainable carrier options fortheir customers.

Through ZigZag, SportsShoes were able to offer new drop-off locations via the likes of ASDA to you, and introduce paperless returns. By utilising more drop-off locations, particularly to locations their customers were already heading, it reduces carbon emissions through operating centralised locations and eliminating missed deliveries.

Hassle-Free Experience

The digital returns portal can be seamlessly completed by customers in under 60 seconds and failed labels are a relative rarity. Since switching to ZigZag, SportsShoes customers have found it easy to create a return label and very rarely have a negative experience.

The admin portal makes it easy for the footwear retailer to track orders and identify mistakes quickly, enabling it to process fast refunds and send out replacement items just as quick. SportsShoes credits the solution with being able to save sales and fix mistakes on the exceptional occasion they occur, leading to improved customer satisfaction and loyalty.

View Solution Book Demo

SportsShoes’ Returns Revision

An interview with the SportsShoes
Logistics Manager.

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

Find out more how the footwear brand benefits from faster refunds, improved customer satisfaction, trackable returns, more carrier services, more data-rich insights, and paperless returns.