ZigZag celebrates managing over £1 billion worth of returns over the last 12 months

ZigZag Global, the award-winning returns solution, has hit the impressive landmark of managing £1 billion worth of merchandise returned over the last 12 months. The impressive feat can be attributed to welcoming many world-leading brands to our platform, growing our extensive carrier network to bring back goods from even more locations worldwide, and the rising return volumes across retail.

Although the eCommerce boom was kickstarted during the start of the pandemic in early 2020, in truth online shopping was already on the rise. The necessity of being able to shop from the comfort and safety of your own home during worldwide lockdowns merely accelerated the shift to eCommerce, with the sector growing by more 50% since 2020.

Delivery man loading up returns amidst supply chain disruptions

Many experts were sceptical that 2021’s peak season would reach the same heights as its predecessor. However, despite a raft of global supply chain issues – including a shortage of HGV drivers​, product supply issues​, freight and airline capacity issues, global inflation​, and even ongoing Brexit-related challenges – peak season was still a blockbuster. There was a 24% increase in both the volume and the value of returned goods over the holiday season of 2021 against the same period in 2020. The new level of normal for eCommerce and returns seems to have well and truly set.

With more consumers than ever before shopping online, returns have naturally become an integral part of the eCommerce experience. 79% of consumers check the returns policy before making a purchase and 46% will abandon their basket if they are not impressed with what they see (ZigZag Global Retail Returns Study 2021).  The returns process is redefining relationships between customers and retailers like never before. 

As returns have started to take centre stage, customers have redefined what a good returns experience looks like. Faster refunds, quicker collections or convenient drop-off locations, low cost or free options, tracking capabilities, and more, the list of expectations grows each year. And that is where ZigZag comes in. ZigZag is delighted to have been trusted by some of the biggest brands in retail to manage and revolutionise their returns experience.

Returns being collected from home

ZigZag, which celebrated its 7th birthday in January, has thus enjoyed a fruitful last 12 months. Since Global Blue, the strategic technology and payments leader, acquired ZigZag Global in March 2021, the company has gone from strength to strength. The returns management solution has grown to over 120 employees, added a record-breaking number of retailers to its platform, and now offers over 1,000 carriers services across more than 130 countries.

Reaching the £1 billion worth of returns milestone is a testament to the amount of work ​put in by everyone at ZigZag from the implementations and logistics teams to the technology and sales teams. Keeping goods moving through supply chain disruptions or new customs processes, whilst keeping retailers and their customers happy. It is a fantastic milestone to reach as a company and we are thankful to all the customers, partners, suppliers, and employees that made it possible. Here’s looking at the next £1billion worth of returns managed…only next time in six months!