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The costs of managing returns was placing a major burden on New Look
Return reasons were often missing or inaccurate when processed in-store
Customers created their own labels with individual carrier services
New Look turned to ZigZag to transform their returns experience and help them replicate that same excellent customer experience they achieve on their outbound.
ZigZag’s award-winning solution ensured that New Look achieve fantastic results:
doubled via the combination of easy
in-store returns and paid on-line returns
Decrease in return status queries when
improved tracking was implemented
Rose from 4.3 to 4.7 with ZigZag's returns, including paid returns.
Free in-store returns, £2.50 for online returns. Flexible & personalised for you.
0.5%pt reduction in returns against sales since implementing paid returns
Return reasons. 67% of returns over peak
were due to sizing issues
From talks with ZigZag to going live,
the implementation took about 32 days
ZigZag's returns platform powered the introduction of innovative return kiosks in selected New Look stores in August 2023. These kiosks offer a free and convenient return option, reducing processing time for in-store staff and improving data collection. Customers can easily return items by selecting 'Return to Store,' receiving a QR code, and dropping off their parcel without the need for a printer.
Rachel emphasised that the kiosks not only streamlined the process but also addressed the challenge of inaccurate return reasons. Customers, sometimes hesitant to discuss sizing issues with store staff, can now provide accurate data through the kiosks, contributing to better decision-making for New Look's buying teams.
In February 2023, New Look implemented paid returns to cope with rising reverse logistics costs. Despite initial concerns, customer feedback was positive.
The introduction of a small £2.50 charge for online returns resulted in a doubling of in-store returns, and providing the opportunity for increased sales in store.
The move to paid returns did not negatively impact high-value, high-frequency customers, showcasing a successful transition.
Improved tracking capabilities led to a 20% reduction in "where is my return?" queries. Customers now receive confirmation emails at various stages of the return process, enhancing transparency and reducing the need for inquiries.
New Look's Trustpilot score increased from 4.3 to 4.7, reflecting improved customer satisfaction. This increase happened at the same time as NL implementing Paid Returns
Rachel praised ZigZag's flexibility, describing them as supportive partners that go above and beyond. The collaboration with ZigZag allowed New Look to push boundaries in developing their customer experience. Looking ahead, Rachel expressed excitement about future innovations and continued partnership with ZigZag.
"We chose ZigZag was because they promised a quick implementation time. And ZigZag delivered. From the beginning when we started to talk to ZigZag, to going live, it was around 32 days or so. It was super, super quick despite having a busy Christmas in between as well. There was also very little work on our side."
“ZigZag are my favourite people to work with. Nothing is ever too much trouble. If it's difficult to do something, Phil [ZigZag’s Senior Implementation Analyst] will find a way around it. We are really looking forward to rolling out new and exciting innovations with ZigZag in the future.”
“The in-store kiosks bring back that comforting anonymity you get with online returns for the customers whilst providing better data for our buying teams. We will now get close to 100% coverage across our eCommerce returns, collecting valuable data that will allow us to make smarter, more-informed decisions.”
New Look is a stylish British fashion retailer boasting around 400 stores across the UK & Ireland and an impressive online presence attracting hundreds of millions of visits per year. It is quickly becoming the go-to destination for womenswear with a well-loved catalogue of feel-good fashion at competitive prices.
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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