Returning fashions
European online fashion retailer Zalando has grown fast and faces the dilemma of how to deal with returns.
Zalando is thinking hard about how to reduce the hassle of returns for its customers. 89% of Zalando customers say the returns process as easy and simple (Zalando Customer Survey, 2016). One of the reasons behind that is the collaborative effort between Stuart Delivery’s France team and the Zalando platform. Zalando was able to remove the ‘blocker’ between a customer feeling secure in their entire buying journey by creating a seamless returns system using Stuart’s platform.
Stuart Delivery is an algorithm-led urban delivery company that uses crowdsourced couriers for delivery and picking up returns.
49% of consumers stated that return options keep them from ordering online (Metapack, 2016). This is a huge percentage of business where potential customers can see a blocker between buying from your online platform over travelling to a brick and mortar location.
Stuart Delivery says: “With a return-on-demand service, the customer can feel at ease when placing an order knowing that they have an easy option for return if necessary. The end customer receives an at-your-door customised service rather than having to carve out time to travel to the closest location saving them time and money.”
Depreciation of stock is another huge issue where returns are concerned which costs retailers millions in stock, time and resources. With a proper returns strategy, the stock goes right back into the inventory pool without unnecessary delay. This also means that inventory doesn’t sit around and can be returned while still in season also enabling a faster refund process for Zalando customers which makes all of the difference for a customer’s buying experience.
Zalando worked closely with Stuart to develop a returns solution that fits its specific needs. The offer, not only encouraged shoppers to feel comfortable with online purchases but allowed Zalando to reduce the time between returns and get stock back on the shelf quickly.
“We are very happy to partner with Stuart. Our customers desire more convenience with the ability to choose delivery slots that suit them. To ensure total satisfaction Zalando and Stuart are constantly working hard to master every element of the customer journey.” Delphine Mousseau, VP markets at Zalando.
