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Live Exchanges

Save the sale with an easy exchange!

Customers often want a solution, not a return. Provide customers with a hassle-free second chance to get the right product with Live Exchanges.

See how it works
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Retailers can
save the sale

Retailer can save upwards of 25% of sales by introducing exchange as an option for customers.

Customers want
easy exchanges

83% of consumers, and 88% of 18–25-year-olds, want retailers to offer easy online exchanges

Sizing issue is the top returns reason

77% of revenue lost in returns is due to sizing issues, easily solved by exchanges.

See how it works

Here's how it Zigzags!

Return and Exchange Options

After selecting which items to return and the reason for doing so, customers are presented with either the option to get a refund or explore the exchange options. ZigZag’s Live Exchanges feature enables customers to request a new item in exchange for the return of the original.

Dynamic Product Display

Retailers can set which products from its live catalogue of inventory are displayed based on why the product is being returned. Based on the live stock data provided by the retailer, different sizes, colours or designs will show as available alternative products to be selected for exchange.

Orders with
Automated Feedback

A confirmation screen is then shown, clearly detailing the original item and the newly selected exchange item​. The exchanged product information is fed back to the retailer advising them to create a new outbound order.

Branded Experience

The entire process is branded with the retailer's logo and colour palette to provide a seamless experience for the customer.

Effortless Integration

From the retailers perspective, it’s very simple to set up and we will be with you every step of the way.

ZigZag supports various integration methods for data transfer with the retailer's existing systems, including flat files, APIs, and webhooks. Additionally, major platforms like PeopleVox are available for quick and efficient implementation. Exchanges can be sent out on the first scan for VIP customers or after the warehouse has received them for other customers.

Why companies are considering
Live Exchanges

Drag

Save the Sale

Not all returns are even returns…in a traditional sense. They may have just misread the sizing guide or normally order a different size with another retailer.

Holistic Returns
Experience

Consumers want flexibility and choice. That applies to the process when buying and returning. Sometimes they will want a refund straight to their bank and drop-off the parcel at a Post Office. That same customer next week might want to exchange the item for the next size up and have the carrier collect and replace their return at their front door.

Tackle Returns
Biggest Issue

Sizing issues jumped by over a third during peak season 2023/24, representing 68% of returns over the festive period. Without the luxury of changing rooms, it is no wonder that sizing issues is the number one reason shoppers search for your returns policy page.

Drive Cross-Sales

The exchange feature allows retailers to save the original sale and cross-sell related products, turning a return into a chance for discovery. It transforms potential losses into opportunities to offer suitable alternatives, keeping revenue in-house and customers satisfied. Smart product recommendations alongside the exchange process will boost average order value and drive engagement with the brand's offerings.

Reduce Returns

46% of consumer admit to purchasing multiple sizes and colours with the intention of returning at least one item. Shoppers act like this after years of struggling with online sizing guides and models that wear the item a little differently than they do. They over-shop to get their order right the first time and worry about returns after.

Save the Sale

Not all returns are even returns…in a traditional sense. They may have just misread the sizing guide or normally order a different size with another retailer.

Holistic Returns
Experience

Consumers want flexibility and choice. That applies to the process when buying and returning. Sometimes they will want a refund straight to their bank and drop-off the parcel at a Post Office. That same customer next week might want to exchange the item for the next size up and have the carrier collect and replace their return at their front door.

Tackle Returns
Biggest Issue

Sizing issues jumped by over a third during peak season 2023/24, representing 68% of returns over the festive period. Without the luxury of changing rooms, it is no wonder that sizing issues is the number one reason shoppers search for your returns policy page.

Drive Cross-Sales

The exchange feature allows retailers to save the original sale and cross-sell related products, turning a return into a chance for discovery. It transforms potential losses into opportunities to offer suitable alternatives, keeping revenue in-house and customers satisfied. Smart product recommendations alongside the exchange process will boost average order value and drive engagement with the brand's offerings.

Reduce Returns

46% of consumer admit to purchasing multiple sizes and colours with the intention of returning at least one item. Shoppers act like this after years of struggling with online sizing guides and models that wear the item a little differently than they do. They over-shop to get their order right the first time and worry about returns after.

ZigZags Live Exchanges Key Features

Customisable
Refund Policies

Seamless
Returns Process

Confirmation of
Refund Choice

Tracking of Payment
to Gift Card

Customisable Vouchers by the Retailer

Easily to redeem
for the Customer

FAQ’s

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

What is the uptake on Live Exchanges from customers?

It really depends on the retailer. It can vary from how loyal your customers generally are to the accuracy of your sizing guides on your website. Our ZigZag retailers have reported saving 24% of their sales after introducing exchange as an option for customers.

What business rules can define the exchange flow?

The number of options available allows the item catalogue to be tailored. The configurations include factors such as product category and pricing.

Will Live Exchanges be available for Shopify based stores?

Yes! Our latest enhancements will make it even easier for Shopify users to go-live with our Live Exchanges innovation. After consulting with our team of experts and a quick set up process through your Shopify account, your customers will have access to the very latest innovations accelerating the world of returns. Get in touch with your Account Manager to find out more.

Can ZagZag’s system integrate with our system for up-to-date stock levels, to show customers if there are other sizes for exchange?

The Live Exchanges feature offers your customers alternative sizes to exchange one item for another using live stock levels. It requires some custom development so ZigZag would recommend exchanges as phase 2 of your implementation.

What is the impact on the logistic of delivering the exchange items?

Defining the warehouse of available stock to match the original order is an efficient way to reduce logistical risks and challenges when offering live exchanges. During the implementation process, experts from ZigZag will assist in building the best flow according to business operations in place.

What control for quality check of the returned items can secure the live exchanges?

Sending the new item or any related communication regarding the process is entirely under the retailer's control. Various event triggers are available to support the exchange, providing visibility and comfort through automation for improved efficiency.

Get started
with ZigzAG

Book a demo about the market leading returns portal

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STEP 1.

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STEP 2.

See for yourself the power of our portal

STEP 3.

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