Since the foundation in 2008, simple returns have been part of the brand core of the e-commerce shoe dealer. Finally, however, the general terms and conditions were updated to tackle the problem of excessive returns. Dispropiated high return rates are an industry -wide problem and have a negative impact on article availability, processes and the environment. That is why Zalando wanted to go ahead in order to initiate a change towards fewer returns.
Customers who return excessively will initially receive a warning by email. This proactive step gives you the opportunity to “reflect on and adapt your behavior before further measures are taken”. In a second step, certain functions are restricted in the account. In the most serious cases, there may be a forced break for twelve months. These measures would only affect a very small part of the customers. Nothing changes for the vast majority, says Zalando. The company wants to provide better tools and more product information for avoidable returns. Products should be shown more in more detail with videos and 360 degrees, some of which are also augmented reality samples. The size advice should also be improved. To do this, Zalando announces a virtual changing room in which customers can create a 3D Avatar and try on the articles virtually.