ZigZag Global Returns & Post-Purchase Network

ZigZag Global Ltd was founded in 2015 by Al Gerrie and is based in London, United Kingdom; it is now owned by Global Blue. The company provides returns and post-purchase software and a carrier network for retailers selling online, aiming to make returns cheaper, faster and more sustainable across domestic and international orders.

Retailers use a branded returns portal with paid returns, live exchanges, refund to store credit, return to store and returns inside WhatsApp, plus personalised tracking pages, proactive delivery updates and carrier claims management. ZigZag connects more than 1,500 carrier services and over 500,000 drop-off locations in more than 170 countries, and operates a returns hub in Germany for validation, grading, consolidation and routing. Integration is through a direct API or ready-made Shopify, BigCommerce and Magento connectors; retailers named include Boden, New Look, ECCO, Courir, Selfridges and Superdry.

• Returns portal: Provides a branded portal with paid returns, live exchanges and store credit.
• WhatsApp returns: Lets shoppers complete returns inside WhatsApp conversations.
• Carrier network: Connects more than 1,500 carrier services and 500,000 drop-off points.
• Returns hub: Validates, grades, consolidates and routes returns at a hub in Germany.
• Post-purchase tracking: Sends personalised tracking pages and proactive delivery updates.
• Carrier claims: Manages lost and damaged parcel claims with carriers.

A Vietnamese fashion brand selling to Europe can give shoppers local drop-off returns and consolidate them through a hub instead of shipping each parcel home. A footwear exporter can offer exchanges and store credit to retain revenue on overseas orders. A retailer can let customers request returns through WhatsApp.

Retailers can offer local return options in more than 170 countries without negotiating with each carrier. Consolidating international returns through hubs lowers return shipping costs compared with individual parcels. Exchanges and store-credit refunds keep revenue that would otherwise be refunded. ZigZag reports handling about 2 billion pounds of returns value, giving it benchmark data for policy decisions.

Clothing return rates remain high and more retailers now charge for returns, so they need cheaper return options such as lockers, parcel shops and consolidated cross-border flows. Messaging apps are becoming a channel for post-purchase service. Vietnamese and Southeast Asian exporters selling directly to European and other overseas shoppers need local return addresses to stay competitive.

ZigZag was founded in 2015 by Al Gerrie and is registered at 52 Grosvenor Gardens, London, care of its owner Global Blue; the site notes that Shift4 committed to acquiring Global Blue by Q3 2025. Awards listed include Drapers Tech Innovator of the Year and European eCommerce Awards Software of the Year.