Frasers Group

Getting started with the right returns partner

ZigZag can typically work with any partner a retailer wishes. As a carrier and sales platform agnostic platform, ZigZag already works closely with a number of innovative companies from across technology and logistics.

A Frasers Group spokesperson commented, “We were impressed by the scalability of the solution ZigZag provided. As an ambitious company that is always expanding into new markets, ZigZag’s flexibility to evolve with our business gave us confidence for long-term use.”

Fostering loyalty with a sleeker customer experience

A Frasers Group spokesperson commented, “The biggest shift for customers has been the move to a fully self-serve experience. The journey is now more intuitive and communication is automated meaning customers can track returns themselves through a branded portal. That’s reduced friction and frustration, and it’s given customers clearer visibility of the process from start to finish.”

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Fast returns means fast refunds

Customers are also becoming increasingly demanding of faster refunds. If a shopper is paying upfront to send back a return, which we strongly recommend our retailers do rather than charge through refund deduction, they naturally will want to be refunded as fast as possible.

Frasers Group confirmed that offering faster refunds was a key objective when they switched to ZigZag’s returns solution, “We wanted a solution that would provide the level of visibility and returns data needed to allow our Operations Team to process returns faster and more accurately. And it has. Overall, the process feels faster, more transparent, and more aligned with customer expectations.”

Recouping the cost of returns

Free returns are gradually getting tougher to justify for retailers battling higher return rates, operation expenses, and logistic costs. Indeed, ZigZag’s recent research with Retail Economics shows that only 24% of the UK’s top 100 retailers offered completely free returns in 2025.

“We currently use the ZigZag payment gateway which allows us to charge for returns directly and transparently” commented a Frasers Group spokesperson.

Global capability with local flexibility

A Frasers Group spokesperson commented, “We operate in over 30 countries, with plans to enter more over the next few years and therefore we wanted our customers to have the same convenient returns experience regardless of where they are, which is exactly what you get with ZigZag.

“Through ZigZag’s platform, we can easily support multiple markets, carrier options, and customer journeys without building separate solutions per region.”

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Customised Solution for Frasers Group

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Interview highlights with Frasers Group

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Centralised Journey

A Frasers Group spokesperson commented, “ZigZag has centralised the journey, reduced manual intervention and given us clearer insight into performance and cost. While there are still areas we’re looking to optimise, the overall experience – for both customers and our internal teams – is significantly stronger than our previous setup.”

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Cost-effective carrier network

“ZigZag allows us to better optimise our carrier options and control costs with its competitive carrier rates.”

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Using returns data effectively

“ZigZag’s reporting functionality has enabled us to utilise returns data to make smarter decisions that help us achieve both our commercial and customer experience objectives.”

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