ZigZag Documentation

ZigZag Enterprise Returns is a modular system for managing retail returns operations at scale. The platform is organized into 'hubs,' each serving a specific role and purpose. For example, the Retailer Hub serves as the primary gateway for managing return flows, carrier settings, return policies, and viewing return transaction details. Note: This enterprise platform is distinct from the ZigZag Returns and Exchanges Shopify app; users of the Shopify app should access documentation directly within that app.

The Executive Summary Dashboard is an interactive reporting tool for high-level stakeholders to monitor return performance, financial metrics, logistics statuses, and geographical trends. It consolidates fulfillment and return data to help identify regional fluctuations, evaluate brand performance, and optimize the post-purchase customer experience.

The Retailer Reporting Hub is a tool for monitoring returns performance. It provides high-level Key Performance Indicators (KPIs) including return volumes, costs, reasons, returned products, transit times, and custom data quality metrics. Users can explore detailed data breakdowns or download raw data directly from the Export Dashboard.

The Notifications feature in ZigZag allows businesses to automate customer communication throughout the outbound order journey. Notifications are triggered by specific order events to provide transparency and updates at key stages of the delivery process, reducing customer uncertainty and streamlining operational workflows.

The Returns Management System (RMS) is a platform for retailers, brands, and logistics providers to automate and optimize the returns process. It is specifically designed to help warehouse employees perform operations efficiently, reduce costs, and combat fraud. Key capabilities include rapid processing for faster refunds/exchanges and a comprehensive tenant and user management framework. Core warehouse operations supported by the system include parcel identification, grading, consolidation, and overlabelling.

Consolidation in RMS is the process of grouping multiple returned items into a single shipment before sending them to a retailer, warehouse, or resale location. This process is designed to reduce shipping costs, processing time, and environmental impact. RMS supports intra-EU and intra-national shipments even with minimal or no product data, maintaining the same level of traceability and reporting as standard parcels.

The RMS Master Manifest report provides a consolidated, real-time view of all parcels grouped under a master manifest. It is used for tracking, performance monitoring, and compliance across receiving warehouses, capturing critical data such as warehouse-specific time zones, status timestamps, and carrier details.

The Returns Management System (RMS) by ZigZag Global is a platform designed for retailers, brands, and logistics providers to streamline, automate, and optimize the returns process. It focuses on reducing costs, improving operational efficiency, and enhancing customer experience by enabling rapid processing for refunds and exchanges while combating fraud. For warehouse employees, the RMS provides tools to perform core operations such as parcel identification, grading, consolidation, and overlabelling, supported by a tenant and user management framework.

RMS provides standard label templates for manifests and products to ensure consistent formatting and reliable identification during warehouse processing. While standard templates are provided to maintain operational efficiency, they can be customized to meet specific retailer requirements regarding content and formatting.

The Post Purchase Component is designed to manage and optimize outbound deliveries by centralizing shipment tracking, delivery date communication, customer notifications, feedback collection, and claims management. It provides dashboards to monitor carrier performance, aiming to reduce 'Where is my order?' (WISMO) customer inquiries and improve overall customer satisfaction.

The Post Purchase Component is designed to increase control and visibility over outbound deliveries. It centralizes several key post-purchase operations into one system, including shipment tracking, delivery date communication, customer notifications, feedback collection, and claims management. It also provides dashboards to monitor carrier performance, with the primary goal of reducing 'Where is my order?' (WISMO) customer inquiries and improving overall customer satisfaction.

ZigZag provides a webhook system for Pro and Enterprise customers to send order shipping events directly to a server endpoint. This is typically used for monitoring, carrier analysis, or triggering post-delivery marketing emails.