UK clothing retailer Boden has integrated a new platform to enable a simpler returns process as it seeks to speed up processing times for customers and improve cost efficiency.

The retailer said that it has partnered with ZigZag to help deliver substantial savings on return shipping costs by tapping into the company’s relationship with international carriers that offer lower rates than Boden had directly or through previous returns partners.

The new platform also gives Boden access to more detailed information on customer returns behaviour and preferences, including preferred carriers or returns methods. Colin Dawes, Boden's head of logistics, said the partnership aims to both realise savings across the supply chain while improving the customer experience on returns through technical and data improvements.

“It’s been an eye-opener for us in understanding how our customer base differs from the rest of the market,” added Dawes. “We want our returns policy to be a true reflection of what our customers need and now we have another layer of visibility to inform our approach.”

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