New Look and ZigZag introduce convenient return kiosks
Powered by ZigZag’s award-winning returns platform, the kiosks provide a free and convenient return option for customers. It will significantly reduce the amount of time spent by in-store staff processing returns, whilst improving data collection.
The returns process is as simple and straightforward as ever. After entering returns information online, customers can choose ‘Return to Store’ as a return option and, rather than printing out a sticker, will receive a QR code. The kiosks are easy to find in store and present a convenient drop-off option for returning customers. However, New Look staff are still happy to assist customers looking for that ‘personal touch’ in the returns process.
Rachel Troke, Senior Product Manager at New Look, stated, “One of the key drivers for launching the kiosks was that we weren’t getting the right data from our customers on why they were returning in store. A lot of items were being marked down as unwanted. A trend that didn’t match up with what we were seeing with our online returns.”
This is echoed in ZigZag’s proprietary data, taken from over one hundred renowned UK retailers, showing that 67% of fashion returns during peak season last year were due to sizing issues. Returns made due to the item being unwanted, or the customer changing their mind, represent less than one fifth of all returns.
Rachel continued, “We suspected that customers were perhaps too shy to dive into the exact reason for making the return with the store colleague. It is understandable to not want to discuss potential sizing issues with a stranger. The in-store kiosks bring back that comforting anonymity you get with online returns for the customers whilst providing better data for our buying teams. We will now get close to 100% coverage across our eCommerce returns, collecting valuable data that will allow us to make smarter, more-informed decisions.”
As brands look to recoup some of the cost associated with reverse logistics, many have moved to paid returns. Whilst New Look introduced a small £1.99 charge, the retailer has never charged for returns processed in store, leading to it becoming an increasingly popular returns method this year. At over 400 stores, New Look offers accessibility to customers across the UK and in-store returns have doubled since the charge was introduced.
Al Gerrie, Co-Founder & CEO added, “ZigZag has been thrilled to work alongside New Look to expand their in-store returns offering and enhance their customer experience. The modern-day retail customer wants choice. Whether that’s a choice from a range of products when purchasing or different carrier and drop-off options available when returning, it is vital retailers cater to as many customer needs as possible. This latest innovative approach from New Look will provide customers with a free returns option, improving customer satisfaction whilst driving footfall to New Look’s shops. A win for all.”
The project launched this week.
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