For Zalando, returns are integrated into the process as the “customer try on”:
It’s not news that for online, returns are what fitting rooms are for brick-and-mortar retail. As has been true from the start, Zalando is making sure that this small but important fact is consequently accounted for in their processes.
For Zalando, local logistics providers play an increasingly important part:
At last week’s press event, David Schröder, VP Operations at Zalando, stressed to us how important it is to account for local particularities when it comes to the last mile. This goes beyond incorporating national distinguishments. It may also mean different approaches from city to city. It may also mean switching delivery providers in the summer holiday seasons when different employees are delivering the packages.
Schröder categorically rejected the idea that Zalando may go into the last mile themselves, but, he added, “I learned to never say never at Zalando”.
The company announced during Playday that it successfully launched Zalando Fulfillment Solutions recently, giving fashion brands access to its logistics infrastructure and know-how. Through the new service, Zalando takes over the order fulfillment for partners from inbound to return, with simple and individual solutions catered to their specific needs. This new initiative complements digital services already offered by the Zalando platform such as Brand Solutions or Zalando Media Solutions and will help to further improve the frictionless fashion experience for customers across Europe. […]
5 partners are already using Zalando Fulfillment Solutions, including Bestseller, Elvi, EVITA, Motion Fashion and Surf4Shoes.