LAND’S END

A smooth set-up and integration process

The quicker we can get our retailers set up, the less disruption felt by their customers…if any. We like to connect our various departments with those of the retailer. The more hands on deck the better.

The European Inbound Customs Warehouse Manager at Land’s End stated, "I can honestly say that the transition from moving our returns from Mettlach to yourselves, so far, has gone incredibly well. Meeting the team for the first time and working with everyone, has been a really smooth process.  All the team have been helpful, informative, and supportive.”

A seamless online portal

The digital platform is completely new to Lands’ End, before ZigZag their customers could only arrange their returns via the physical returns slip inside the parcel.

ZigZag’s online retailer-branded portal allows for a sleek returns experience. By collecting all the customer and product data, return reasons, and carrier information, warehouse managers are armed with all the information they need. Lands’ End can see where and when the return will arrive, what to expect inside and its potential condition, and potentially be aware of suspected fraudulent customers likely to send back the wrong or damaged items.

This means warehouse managers can plan for expected peaks and troughs in return volumes, ensuring they have the appropriate workforce available, and thus saving overhead costs. ZigZag’s tracking and parcel identification also means goods can be organised more efficiently on the warehouse floor, allowing for faster processing of incoming parcels.

Hands-on Account Management

We take our account management seriously at ZigZag. Once you’re a customer, we want to keep and impress you. That means a dedicated Account Manager you can go to for guidance or assistance.

The Operations Director at Land’s End commented, “The Project Team was knowledgeable, well managed and prepared. The process was underpinned with open and clear communication throughout with a ‘can do’ attitude present on both sides. I wish all our project teams worked so well together!”

Faster Refunds and efficient grading

Land’s End wanted a solution that enables them to grade returns in Europe before they made the journey back to the UK. Their previous 3PL was working well for their outbound but weren't a returns specialist. This meant the grading process was holding up customer refunds, frustrating shoppers and causing spikes in customer service enquiries.

ZigZag’s new grading operation in its German warehouse processes returns and determines the quality and condition of each item. The ZigZag workforce and functionality of the Grading module helped Land’s End to go from “analogue” to digital processing.

"ZigZag's grading feature has allowed us to strategically re-work our operation to be more cost-effective and efficient, leading to substantial savings whilst still maintaining quick refunds for customers, ensuring their satisfaction. The validation of our returns also helps us to mitigate returns fraud and detect difference between the expected and actual conditions of an RMA."

Cost-saving consolidated returns

The grading services for consolidated returns enables retailers to become more efficient and cut costs by returning goods to the shelves based on the condition of the item. The enhanced reverse logistics process optimises delivery planning to the destination warehouse and improves the visibility of stocks.

Access to an extensive carrier network

ZigZag has 1,500+ carrier services from over 170 countries. As the returns provider for some of the biggest retailers in the world, retailers such as Lands’ End, we have the volume to command carriage rates many retailers don’t have access to. Especially retailers just starting their journey into e-commerce.

ZigZag was able to offer Lands’ End this expanded range of carrier options, whereas previously it only used Hermes – this is even more notable in the UK which we will be launching for Lands’ End towards the end of July this year, where they offered no carrier to their customers prior to ZigZag, and the consumer had to source their own postage.