Boden has switched to ZigZag, the leading provider of technology-driven retail returns solutions, to manage its global returns. This partnership is set to deliver substantial projected savings in returns carriage costs, thanks to ZigZag’s international carrier relationships offering superior rates than those Boden procures either directly or from its previous returns partner.
Through ZigZag’s returns solutions, the partnership will enable Boden to simplify the returns process while improving cost efficiencies and customer satisfaction. Boden aims to maintain its largely free returns service at a reduced cost and accelerate refund processing times for its customers.
Boden will gain access to detailed insights into customer returns behaviour and preferences through ZigZag’s returns portal. These insights will enable Boden to better understand returns reasons, preferred carriers, toxic products and returns methods.
Colin Dawes, head of logistics at Boden, commented: “We switched to ZigZag as our returns provider not only to make savings across our supply chain, but more importantly to improve our customer’s returns experience with technical and data driven excellence. It’s been an eye-opener for us in understanding how our customer base differs from the rest of the market. We want our returns policy to be a true reflection of what our customers need and now we have another layer of visibility to inform our approach.”
Al Gerrie, CEO at ZigZag, commented: “Boden’s significant online presence made it clear from the outset that our global carrier network would be an asset for them. Beyond cost savings, the early stages of our partnership have been encouraging, with positive feedback highlighting how our work is helping Boden forge a closer connection with its customers. Their commitment to offering free returns underscores their deep care for customer expectations, making them an ideal partner for us. With our portal data and research capabilities, we’re confident we can deliver the insights Boden needs to refine its returns policy and better serve its customers.”
