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Auteursrecht © 2023 ZigZag wereldwijd. Alle rechten voorbehouden.
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Paid Returns
on the rise
More retailers than ever charged for returns in peak 2025/26
UK retailers lose £25.1bn
in revenue annually
Serial returners contribute to a high proportion of returns but are the group most willing to pay
Customers are
ready to pay
48% of shoppers are happy to pay for returns to support smaller businesses
Here's how it Zigzags!
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.
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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.
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 ‘Damaged’.
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.
Free Return to Store, Paid Returns Online
Payment is charged upfront, so that the customer has control of payment. 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.
Explore Savings with Paid Returns
This calculator will help you understand how paid returns can generate revenue for your business and save you costs. For a more detailed ROI calculation contact us.
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Interactive
Why companies are considering
Paid Returns
Drag
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ZigZags Paid Returns Key Features
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Payment Page on your Returns Portal
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Multiple Payment Methods
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Customise Rules Based on Return Reasons
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Vouchers Code for Customers/Occasions
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Free Return to Store, Paid Returns Online
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Measure & Report your Paid Returns
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.
Free Returns for Peak Seasons
Remain flexible & utilise free returns in peak seasons or in promotional campaigns for new products.
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.
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