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Both customers and ECCO were unable to see where returns were, leading to high levels of customer care contact
ECCO seldom had enough data to investigate why they were getting return spikes for certain products
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The logistics broker ECCO was using caused very long lead times for returns to its central warehouse
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.
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.
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 and increased satisfaction.
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 parcels every 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.
Brands across the world have access to vast amounts of returns-related information, and through 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.
"While the label-in-the-box solution was easy in theory, for many customers they did not trust the process, had lost the label, and then couldn’t track their return. So, there is a clear improvement which we have seen in reduced contacts with Customer Care."
“We were very happy with both the portal solution and logistics options. 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.”
"The logistics broker and solution we were using was resulting in very long lead times for returns to come back to our central warehouse. By moving to ZigZag’s returns solution, we have been able to significantly reduce the time it takes to get goods back to the warehouse and processed correctly. This has naturally led to faster refund times for our customers, which they are certainly happy about!”
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.
Fashion Retailer
“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."
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