ZigZag Celebrates Managing Over £2 Billion Worth of Returns

ZigZag, the award-winning returns solution provider, has reached another impressive milestone, managing £2 billion worth of merchandise returns. This achievement is a testament to the significant growth and expansion ZigZag has experienced, including the onboarding of numerous leading brands to our platform – including MATCHES, Fenwick, and AYBL; the expansion of our comprehensive carrier network facilitating returns from an even wider range of global locations, and the overall increase in return volumes across the retail sector.

With an increasing number of consumers shopping online, the importance of an efficient returns policy has never been more evident. According to ZigZag Retail Returns Study 2023, 84% of consumers review the returns policy before making a purchase, and 53% will abandon their basket if the policy does not meet their expectations. This underscores the critical role returns play in shaping the relationship between customers and retailers.

ZigZag has redefined the returns experience by meeting customer expectations for faster refunds, convenient drop-off locations, low-cost or free return options, and comprehensive tracking capabilities. Trusted by some of the largest retail brands – such as Frasers Group, Selfridges, Yours Clothing, and Ted Baker – ZigZag continues to innovate and lead in returns management.

ZigZag introduced a range of new products including new software to enable in-store return kiosks, now up and running in New Look stores nationwide, its Returns Reporting Hub which led to ZigZag being named Tech Innovator of the Year and supporting many of its retailers with implementing paid returns as this became more prevalent last year. ZigZag also claimed the Customer Experience Award at the RTIH Awards.

Celebrating its 9th anniversary in January, ZigZag has witnessed remarkable growth over the past 12 months. ZigZag has continued to expand its team to over 170 employees, welcomed a record number of retailers to its platform, and now provides over 1,500 carrier services across more than 170 countries.

The achievement of managing £2 billion worth of returns highlights the dedication and hard work of the entire ZigZag team, from implementation and logistics to technology and sales. Overcoming supply chain disruptions and new customs processes, ZigZag has maintained high levels of satisfaction among retailers and their customers. This milestone is a collective success, and we extend our gratitude to all our customers, partners, suppliers, and employees. We are excited to continue this journey, aiming to manage the next £2 billion worth of returns with even greater efficiency and innovation.