Matthew Jacques
Long Bennington, England, United Kingdom
4K followers
500+ connections
About
The ZigZag returns platform is used by hundreds of retailers globally, either directly or…
Articles by Matthew
Contributions
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Dealing with quality control and shipping miscommunication. How can you ensure timely product delivery?
Collaborate with an expert post purchase comms provider, they've got the carrier integration, the UX and the smarts to ensure you can turn even the worst tracking news into a opportunity to grow loyalty due to the way you can inform, display and ultimately make good on your customer promise. If you send 100,000 shipments a year you'll get 2,000 of these events at a 98% sla. 5 or 6 a day!
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You're facing discrepancies in returned items. How do you ensure customer trust and satisfaction?
Firstly assume the customer is correct and swiftly make things right but gather and keep the data to look for trends that might point to something more than a descrepency level you could reasonably or contractually expect from each stage of your reverse logistics processes. Whether it be firstmile initiation, consolidation and linehaul or receipt and reprocessing. If all seems as it should be, consider using a platform like Riskified to tighten up on policy abuse.
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You received the wrong item in your E-Commerce order. How do you handle the customer complaint effectively?
Know what your picking error KPI rate is and create a data driven policy based on this KPI that you can consistently stand behind - making it easy for your team to know what to do. No point creating an industry for an event that only happens once a month. Apologise and despatch the correct item straight away without insisting on the return of the item first. Know your returns hadling costs and use that data to decide if its worthwhile asking the customer to return the item. If yes make the process simple, if no suggest they regift or donate the item. If they let you know who they have regifted it to, send them both a discount code on their next order.
Activity
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What a brilliant way to end the year! 💛🏆 2024 hasn't been without it's challenges, but it's been an opportunity to learn, grow and adapt. Here's…
What a brilliant way to end the year! 💛🏆 2024 hasn't been without it's challenges, but it's been an opportunity to learn, grow and adapt. Here's…
Liked by Matthew Jacques
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This is it! 2024 is almost over! ✨ Great memories, lots of learning and new connections made. Feeling incredibly grateful for all the amazing people…
This is it! 2024 is almost over! ✨ Great memories, lots of learning and new connections made. Feeling incredibly grateful for all the amazing people…
Liked by Matthew Jacques
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Thank you for being a part of our story this year. Together, we’ve made countless deliveries, creating countless smiles. Here’s to another year of…
Thank you for being a part of our story this year. Together, we’ve made countless deliveries, creating countless smiles. Here’s to another year of…
Liked by Matthew Jacques
Experience
Education
Licenses & Certifications
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Bronze Phish Level - Basics of Cyber Resilience
Phished
Issued ExpiresCredential ID 74fd58bc-f10e-4a13-aeaa-a3ff49c8a291
Publications
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How to make returns convenient while always remaining commercial
Parcel and Postal Technolofy International
Returns are certainly costing retailers huge amounts of money each year, a trend that has only accelerated since the beginning of the Covid-19 pandemic. The National Retail Federation’s January survey found that for every US$1bn in sales, the average retailer incurs US$166m in returns. Free returns have been the cornerstone of e-commerce for years, and are a key factor in consumer purchasing decisions, but making them convenient while staying commercial necessitates a change of tack. The…
Returns are certainly costing retailers huge amounts of money each year, a trend that has only accelerated since the beginning of the Covid-19 pandemic. The National Retail Federation’s January survey found that for every US$1bn in sales, the average retailer incurs US$166m in returns. Free returns have been the cornerstone of e-commerce for years, and are a key factor in consumer purchasing decisions, but making them convenient while staying commercial necessitates a change of tack. The question for retailers is, how?
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The two ‘C’s of retail returns – commerciality and convenience
Logistics Business
Retail is a constantly moving and evolving ecosystem, writes Matthew Jacques, Partnerships Director at ZigZag Global. Big events cause seismic ripples through this system and the recent re-introduction of paid returns is no exception. Key players, like Boohoo and Zara, have started charging customers and it seems like the rest of the industry will before long be tempted to follow suit.
Projects
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Wrap up London
Continuing support of the Charity Hands on London facilitating the donation of unwanted coats to people in need.
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Royal Mail Parcel Collect x ZigZag
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Honors & Awards
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Best eCommerce Technology Innovation & Best Product at eCommerce Exp
eCommerce Awards 2020
ZigZag Global has been named as the “Best eCommerce Technology Innovation & Best Product at eCommerce Expo” at the prestigious eCommerce Awards 2020. Repeating 2019’s feat, ZigZag’s returns management solution was once again recognised by eCommerce Expo for tech innovation that enhances reverse logistics.
Both eCommerce sales and return requests have skyrocketed this year as the world has shifted online. With returns proving a growing headache for retailers, ZigZag impressed the judges…ZigZag Global has been named as the “Best eCommerce Technology Innovation & Best Product at eCommerce Expo” at the prestigious eCommerce Awards 2020. Repeating 2019’s feat, ZigZag’s returns management solution was once again recognised by eCommerce Expo for tech innovation that enhances reverse logistics.
Both eCommerce sales and return requests have skyrocketed this year as the world has shifted online. With returns proving a growing headache for retailers, ZigZag impressed the judges with its Dynamic Exchanges functionality which saves sales often lost in the returns process and improves the customer experience.
ZigZag Global wins eCommerce Expo Award for Dynamic Exchanges
Retailer’s using ZigZag’s online portal are now able to offer their customers the option to exchange any item in their basket they wish to return with another from the retailer’s live catalogue of in-stock alternatives. After the customer has selected their most convenient carrier service, the chosen exchange can be sent immediately following the first scan from either the post office, drop-off location or at a home collection.
Dynamic Exchanges is another step towards making retail more sustainable. The technology also completely eliminates the need for a paper label to be included in the outbound label and reduces the amount of journeys needed to complete a sale.
ZigZag was the only company to win an award for advancing retail reCommerce at last night’s ceremony. The awards were judged by some of the most recognised professionals in the industry. Last year Al Gerrie, ZigZag Co-Founder and CEO, received the award on stage in front of 400 industry professionals. However, 2020’s edition, like many events, was held completely online for the first time in its history. -
Delivery Initiative of the year
Retail Systems Awards
http://www.retail-systems.com/awards/winners19.php
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Finalist - Customer Innovation. Returns with Amazon Alexa
Retail Week Awards
https://awards.retail-week.com/Shortlist_2019
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Winner - Best Use of Innovation. The Delivery Excellence Awards
The Delivery Conference Global
https://www.collectplus.co.uk/press/collectplus-wins-best-use-innovation-delivery-excellence-awards-voice-activated-returns-service
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Finalist Ecommerce Awards for Excellence
Ecommerce Awards
Innovation in delivery finalist. Amazon Alexa and print in store returns.
https://365retail.co.uk/ecommerce-awards-2018-finalists/ -
CollectPlus achieves highest customer satisfaction accolade
YouGov
https://www.collectplus.co.uk/press/collectplus-achieves-highest-customer-satisfaction-accolade/
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Finalist - eCommerce Awards for Excellence
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http://www.ecommerceawards.london/finalists-2016/
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Collect+ and Fluent Retail for the click and collect integration widget
World Post and Parcel Awards
Awarded Highly Commended
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Fellow
Chartered Institute of Logistics and Transport
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Retail Systems Awards
Retail Systems
http://www.retail-systems.com/rs/Awards_Winners_2011.php
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Third Party Logistics Provider of the Year
Retail Week Supply Chain Awards
Organizations
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The Chartered Institute of Logistics and Transport
Chartered Fellow
- Present
Recommendations received
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Join now to viewMore activity by Matthew
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Happy Christmas and look forward to meeting up again in 2025
Happy Christmas and look forward to meeting up again in 2025
Liked by Matthew Jacques
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🚀 Big News Alert! 🚀 We’re thrilled to share that we are teaming up with CTT - Correios de Portugal to shake up the e-commerce and parcel delivery…
🚀 Big News Alert! 🚀 We’re thrilled to share that we are teaming up with CTT - Correios de Portugal to shake up the e-commerce and parcel delivery…
Liked by Matthew Jacques
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We will re-start publishing podcasts in January in the meantime see again our podcast from September on the eCommerce Returns sector with Matthew…
We will re-start publishing podcasts in January in the meantime see again our podcast from September on the eCommerce Returns sector with Matthew…
Liked by Matthew Jacques
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After 15 enlightening months at Global-e, the time has come for me to embrace my next challenge. This journey has helped me both on my professional…
After 15 enlightening months at Global-e, the time has come for me to embrace my next challenge. This journey has helped me both on my professional…
Liked by Matthew Jacques
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What a year 2024 has been for Exelot! Whilst we’re all counting down the days until the festivities can begin, and edge that bit closer to…
What a year 2024 has been for Exelot! Whilst we’re all counting down the days until the festivities can begin, and edge that bit closer to…
Liked by Matthew Jacques
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The work of the QazPost team, led by Assel Zhanassova, deserves recognition. QazPost's revenue grew from approximately 63 billion KZT per year, with…
The work of the QazPost team, led by Assel Zhanassova, deserves recognition. QazPost's revenue grew from approximately 63 billion KZT per year, with…
Liked by Matthew Jacques
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We’re thrilled to announce that Landmark Global is a sponsor of The Delivery Conference 2025! 🎉 Join us in shaping the future of delivery…
We’re thrilled to announce that Landmark Global is a sponsor of The Delivery Conference 2025! 🎉 Join us in shaping the future of delivery…
Liked by Matthew Jacques
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Hongkong Post is dedicated to providing comprehensive support to small and medium-sized enterprises (#SMEs) in Hong Kong. This support is…
Hongkong Post is dedicated to providing comprehensive support to small and medium-sized enterprises (#SMEs) in Hong Kong. This support is…
Liked by Matthew Jacques
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