Shipup joins ZigZag Global to offer brands a unified post-purchase and returns platform

10 years shaping the delivery experience for leading brands

Founded in 2016, Shipup was built on a simple conviction: post-purchase is not just about delivery tracking. It is a key moment in the customer journey.

At the time, most brands left this critical stage in the hands of carriers. But it quickly became clear that proactive, branded, and personalised communication was essential to protect customer satisfaction and drive loyalty.

What began as a logistical touchpoint rapidly evolved into a core strategic priority for brands.

This vision has earned the trust of over 700 leading brands, including Specsavers, L'Occitane en Provence, Veja or Withings, who rely on Shipup to manage and improve their post-purchase experience.

Today, our approach delivers clear, measurable results for our clients’ teams:

• -40% support tickets on average thanks to proactive notifications.
• 2 minutes saved per ticket with delivery data directly integrated into support tools.
• +3% repeat purchases driven by personalised post-purchase communication.‍
• +30 NPS points within the first month by turning detractors into advocates through targeted post-delivery surveys.

Over the years, Shipup has established itself as a leading player in the post-purchase space in France and internationally, helping brands take back control of a key moment in their customer journey.

While delivery tracking has been consolidated, another critical aspect of the post-purchase experience has steadily become a key focus for brands: returns management.

Returns: the new strategic playground of modern retail

For a long time, returns were seen as just a logistical problem. Today, they have become a major strategic driver of e-commerce profitability.

A few figures illustrate this transformation:

• The average e-commerce return rate worldwide reached 16.9% in 2024.
• Retailers spend as much as 66% of the price of a product to process a return.
• And 79% of consumers say they switch brands after a poor return experience.

The consequences for brands are immediate: poorly managed returns impact margins, slow refunds weaken satisfaction, and complex processes make loyalty harder to build.

In other words, returns are no longer just an operational issue. They are a direct driver of profitability and customer experience.

This is exactly where ZigZag Global has built its expertise.

For more than ten years, ZigZag Global has been developing an international logistics network dedicated to the orchestration of e-commerce returns. Initially a pioneer in the return portal, the company now covers the entire chain, from transport to warehouse inspection, restocking, resale and cross-border flows.

This operational depth is now a key pillar of the unified post-purchase platform we are building together.

A more competitive environment

Post-purchase is no longer just about keeping customers informed after shipping. It has become a complex system where every step impacts the next.

Today, brands and retailers are facing growing pressure:

• rising logistics costs
• increasing return volumes
• shrinking margins
• and ever-higher customer expectations: for speed, transparency, personalisation, and fast refunds.

To stay competitive, brands and retailers need to manage the entire post-purchase journey end to end: anticipate incidents, control returns, accelerate refunds, protect margins, prevent fraud, and optimise carrier performance.

Yet until now, the market has remained fragmented, with separate solutions for each stage — tracking, returns, customer support, and logistics analytics.

The problem is that post-purchase doesn’t work in silos. It’s a connected system:

• delivery impacts returns
• returns impact refunds
• refunds drive customer loyalty
• and carrier performance directly affects margins.

What the market was missing wasn’t another feature.
It was a unified vision.

From expert solution to unified platform

Post-purchase is a single journey, and it requires a unified infrastructure. That’s the belief behind our next step forward.

Our merger with ZigZag Global reflects this vision. It allows us to connect every stage of post-purchase into one cohesive system, not just a stack of products.

Together, we bring:

• An integrated technological foundation: centralizsed multi-carrier tracking, proactive and personalised communications, intelligent returns and refund management, and automated carrier claims.
• A global logistics infrastructure: 200 partner warehouses and over 1,500 carrier services across 170 countries
• A unified data layer: one system, one source of truth, and a complete view of post-purchase performance.

Moving from an expert solution to a unified platform means shifting from a tool to a system — one that manages post-purchase from end to end.

One platform, one ambition: to make post-purchase simpler, more profitable, and a true driver of international growth for brands and retailers.

A continuous transition

For our customers, partners, and teams, the fundamentals remain unchanged:

• Your teams remain in place.
• Your main contacts remain the same.
• Local expertise is preserved.
• Existing products and services continue to be fully maintained and supported.

What is evolving is the scale of our ambition and the resources behind it.

We are keeping Shipup’s DNA while strengthening it with the power of a global network. This allows us to progressively introduce new capabilities across the entire post-purchase journey, without disruption.