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Paid Returns

switch to
paid returns?

Boost profitability and recover costs of returns
without harming sales conversion

See how it works
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Paid Returns
on the rise

Increase in retailers offering paid returns during peak 2023/24 vs 2022/23.

UK retailers lose £7B
in revenue annually

48% of shoppers are happy to pay for returns to support smaller businesses

Customers are
ready to pay

48% of shoppers are happy to pay for returns to support smaller businesses

See how it works

Here's how it Zigzags!

Payment Page on your Returns Portal

Payment is charged upfront, so that the customer has control of payment.

This method has proven to give the most clarity to the customer and to reduce customer queries.

Returns Portal

Multiple Payment Methods & Currencies

There are multiple payment options, for example Credit Card, Debit Card, Paypal, Apple Pay and Google Pay.

Currencies supported include GBP, USD, EUR and many others.

Confidently Shift to Paid Returns with Free First Return

Offering one free return per order, customers are encouraged to consolidate items, reducing handling and environmental impact.

It also motivates faster returns when time-limited, improving inventory cycles.

With smart setup in no time, you will move toward a paid model without disrupting customer experience.

Free Return to Store, Paid Returns Online

Clients often incentivise returns to their own stores with free returns, as seen with New Look, which doubled returns to their stores and subsequently boosted foot traffic.

We can charge for returns at multiple price points including premium services like collection from home.

Return to Store

Reward Loyal Customers

ZigZag enables you to continually adapt to meet your need, whether you wish to offer free returns at Peak Season or for specific return reasons.

Customise rules based on return reasons

ZigZag enables you to offer free returns or paid returns depending on the return reason. For example, a retailer might want to charge for ‘Doesn’t Suit Me’, but offer free returns for ‘Arrived Too Late’ or ‘DZamaged’.

Measure and Report your Paid Returns

Understand the revenues recouped from paid returns. We provide the data so you can continually optimise the returns experience.  We also enable you to AB test pricing options so that you can see the impact on return rates, sales and customer satisfaction.

See how it works

Why companies are considering
Paid Returns

Drag

Discourage Fraud

Charges for returns deter fraudulent behaviour like wardrobing, bracketing & staging, as it's less appealing when there's a cost involved.

Recover the Costs
of Returns

Returns are costly, often doubling the expense of delivering a product. 63% of retailers now charge for returns, it’s now your turn.

Provide Premium
Carrier Options

Customise your returns policy to include the option to charge for premium options like Collection from Home

Shoppers are Ready

Follow major brands like Boohoo, Zara, New Look and Moss Bros, with 48% open to paying for returns to support smaller businesses.

Remain Flexible

Prepare for the unforeseeable future by tailoring your returns policy to include swift implementation of charges, adapting as needed to unexpected shifts in carrier services or profitability goal.

Discourage Fraud

Charges for returns deter fraudulent behaviour like wardrobing, bracketing & staging, as it's less appealing when there's a cost involved.

Recover the Costs
of Returns

Returns are costly, often doubling the expense of delivering a product. 63% of retailers now charge for returns, it’s now your turn.

Provide Premium
Carrier Options

Customise your returns policy to include the option to charge for premium options like Collection from Home

Shoppers are Ready

Follow major brands like Boohoo, Zara, New Look and Moss Bros, with 48% open to paying for returns to support smaller businesses.

Remain Flexible

Prepare for the unforeseeable future by tailoring your returns policy to include swift implementation of charges, adapting as needed to unexpected shifts in carrier services or profitability goal.

Zigzagging
to Growth

“Our returns volumes against sales have reduced by 0.5% since moving to paid returns. So not only have we received little negative feedback from our customers, but we've managed to reduce our returns volumes without impacting sales.”

rt
Rachel Troke
Senior Product Manager
View New Look Case Study

ZigZags Paid Returns Key Features

Payment Page on your Returns Portal

Multiple Payment Methods

Customise Rules Based on Return Reasons

Vouchers Code for Customers/Occasions

Free Return to Store, Paid Returns Online

Measure & Report your Paid Returns

MASTERING PAID RETURNS LIKE A PRO!

See how it works
Book a demo

Inform Your Customers

Pre-update your returns policy, offer FAQs, & be transparent with a press release to avoid surprises.

Subscription for Free Returns

71% would consider paying for a membership with a retailer if they offered free returns.

Propose Free Returns to Store

ZigZag integrates physical stores into your online returns network, promoting them as free.

Return to Store

Free Returns for Peak Seasons

Remain flexible & utilise free returns in peak seasons or in promotional campaigns for new products.

Test & Monitor Paid Returns

ZigZag's Reporting Hub tracks return models and guides decisions based on consumer locations & behaviours.

Reporting Hub

Use ZZ’s Payment Gateway

ZigZag’s platform seamlessly takes payment during the returns process

FAQ’s

Need a quick answer.
Read our FAQ’s and find out more.

Do you have a case study from a ZigZag client on the introduction of Paid Returns?

Yes, New Look introduced Paid Returns at the same time as they deployed the ZigZag portal. Their success and top tips are here - https://www.zigzag.global/case-studies/new-look

Can I customise free and paid returns for each return method & carrier?

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.

Can I set up payment rules to offer a mix of paid and free returns and apply this by customer groups and products?

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.

​How are customers charged?

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.

What impact will introducing paid returns have on my returns rate, sales, and customer satisfaction?

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.

Get started
with ZigzAG

Book a demo about the market leading returns portal

Book a demo
STEP 1.

Book a chat with our expert Jason

STEP 2.

See for yourself the power of our portal

STEP 3.

Partner together to create a tailored solution