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.