Apparel retailer New Look has partnered with retail solutions provider ZigZag Global on drop-off kiosks for in-store returns in selected locations.
Powered by ZigZag’s returns platform, the kiosks will provide a free returns option for customers and aim to significantly reduce the amount of time spent by in-store staff processing returns, whilst improving data collection for New Look.
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.
In-store returns make it more likely for retailers that the product will be exchanged for another product and the customer may even make additional purchases when in the store.
Why has New Look implemented in-store returns kiosks?
New Look senior product manager Rachel Troke commented: “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. This was 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 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.
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Troke 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 data that will allow us to make smarter, more-informed decisions.”
ZigZag CEO Al Gerrie added: “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.”
New Look is currently undertaking restructuring efforts, which include store closures, relocations, and openings.