Case Study: Lands' End speeds refunds and streamlines returns with ZigZag Global

Lands' End moves its returns through customs and cuts refund times via ZigZag

Lands' End, a global apparel and home goods retailer, faced significant challenges with its international returns process. Before ZigZag, lengthy customs delays in Germany slowed down customer refunds. The company also relied on an outdated paper-based system, which caused errors and lost packages, and UK customers had no provided carrier option, making returns difficult to track and support.

ZigZag implemented its digital returns portal and a new grading operation for Lands' End. This provided complete data visibility, access to an extensive carrier network, and efficient processing at a German warehouse. The solution drastically cut refund times, enabled substantial operational savings through better workforce planning, and improved fraud detection, all while maintaining high customer satisfaction. ZigZag's hands-on account management was also praised for ensuring a smooth and successful implementation.

Lands' End