ZigZag Global

About ZigZag Global

ZigZag Global provides a technology-driven solution to the complex issue of e-commerce returns for retailers. Founded in 2015 by Al Gerrie and Laurence Guy, the company was established to address the logistical and financial challenges associated with product returns. Al Gerrie, the CEO, brings over two decades of experience from the retail, logistics, and e-commerce sectors, having managed multichannel strategies for retailers like OFFICE and Mountain Warehouse. This firsthand experience with the inefficiencies of the returns process was a primary driver for creating a more streamlined system.

The company operates on a Software-as-a-Service (SaaS) model, generating revenue through a combination of implementation fees, monthly subscriptions, and transaction fees for each return processed. ZigZag's core offering is a white-label online returns portal that replaces traditional paper-based systems. This platform provides consumers with a variety of shipping options and alternatives to simple refunds, such as product exchanges or store credit, thereby helping retailers retain revenue. For retailers, the service aims to reduce the costs, waste, and friction inherent in reverse logistics.

The platform connects retailers to a vast global network of over 220 warehouses and more than 450 carrier services across 130 countries. This infrastructure allows for intelligent routing of returned goods; instead of being shipped back internationally, items can be consolidated, graded, and even resold in local markets, which cuts down on shipping costs and waste. The system's data analytics dashboard offers retailers insights into return patterns, helping them identify issues with specific products or suppliers. Major clients include companies like boohoo, Zara, Superdry, and Selfridges. In March 2021, ZigZag Global was acquired by Global Blue for approximately $70 million, a move designed to scale its platform and integrate its services into Global Blue's extensive merchant network.