🚀 Summary​

This release brings a more consistent Retailer Hub experience with an improved Return Details page.

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✨ What is New​

Improvements

• 🛠️ Improved Return Details
  • Improved Return Details by enabling users to edit customer details.
  • Improved error messages when label generation fails, providing clearer feedback to users.
  • Added Carrier Handling Type column to Return Details, providing additional information when managing returns.
• 🛠️ Improved Returns Management:
  • Added the Return Option column and filter to help users find returns more easily.
  • Improved visibility of return information by ensuring the Note icon is displayed when a return contains only uploaded images.

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📘 How it Works

🔗 Check our documentation on Return Details and Manage Returns.

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👉 As always, your feedback is welcome - use the Feedback button in the bottom-right corner of Retailer Hub to share your thoughts.

🚀 Summary​

This release improves day-to-day logistics visibility and support access, with scheduled delivery indicators, additional Logistics Dashboard insights, easier help access from the Back Office, broader carrier network coverage, and expanded Claims V2 carrier support.

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✨ What is New​

Features:

• 🆕 Scheduled delivery visibility: Scheduled deliveries are now easier to identify in Post Purchase. When carrier data indicates that a delivery is appointment-based, the order and tracker can display a Scheduled tag. This helps retailer teams distinguish scheduled deliveries from standard delivery flows when reviewing delivery timing, investigating delays, or interpreting carrier performance.
• 🆕 Delivery type filtering: Teams can filter delivery views by delivery type where the filter is enabled, including the Global Logistics dashboard and Order list. This makes it easier to isolate scheduled deliveries and understand whether delivery performance is linked to appointment-based flows.
• 🆕 Back Office support access: The Need Help entry point now gives users three clearer options: open the Help Center, create a support ticket, or access the Status Page. This helps retailer teams find the right support path faster without leaving their workflow.

Improvements:

• 🔧 Logistics dashboard insights: The Logistics dashboard now includes additional widgets for carrier performance breakdown, global on-time rate, delivery performance over time, and package status distribution. This gives teams a clearer view of delivery quality and helps them identify where performance issues are concentrated.
• 🔧 Claims V2 carrier coverage: Claims V2 now supports additional carrier flows, including Mondial Relay, DHL, FedEx, Colis Privé, UPS, Royal Mail, DPD, GLS, Chronopost, and Colissimo. Eligible retailer teams can manage more carrier claim scenarios directly from ZigZag Post Purchase instead of relying on separate manual processes.
• 🔧 Pickup point information for selected carriers: Pickup point details are now enriched for Evri International, Hermes UK, GLS, GLS ES, UPS, and Chronopost tracking flows. The behavior is the same across these carriers: when the pickup point has been successfully synchronised and includes an address, ZigZag Post Purchase solution can use the pickup point information across supported surfaces. On the tracking page, consumers can see the pickup point address, opening hours, phone number, map, and carrier information. In email notifications, the default tracker email can show a map, address, and opening hours; other notification channels depend on the retailer’s templates. The same pickup point information is also available in Klaviyo, Custumer.io, and webhook payloads for retailers that use those external systems. No new setting is required: the information is displayed or made available automatically when the supported carrier sends usable pickup point data. This helps support and operations teams answer delivery-location questions faster, and gives consumers clearer information about where to collect their parcel.
• 🔧 Reporting access for read-only users: Read-only users can now generate instant reports where this reporting capability is enabled. This reduces dependency on admin users and helps more team members access operational reporting when they need it.

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📌 Notes​

The Scheduled tag is based on carrier-detected scheduling signals. It should be treated as a strong delivery context signal rather than confirmed shopper intent.

Claims V2 availability depends on carrier support and client configuration. Clients should use Claims V2 only for supported carrier flows.

Pickup point information is displayed only when the pickup point has been successfully synchronised and includes an address.

For Chronopost pickup points, the improvement applies to pickup point information updated after the release and does not apply retroactively.

🚀 Summary​

This release brings several improvements to Retailer Hub, including enhanced CS Return management and improved Users Management experience.

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✨ What is New​

Improvements

• 🛠️ Improved CS return information
  • CS Returns now display the number of pieces being returned, providing clearer information when managing returns.
  • RImproved handling of warehouse DC codes and product information when creating CS Returns.
• 🛠️ Improved Branding:
  • Updated branding assets to use the appropriate logos for white backgrounds, providing a more consistent visual experience across Retailer Hub.
• 🛠️ Improved Users Management:
  • Improved the Invite New Entity experience when no results are found.
  • Improved handling of invalid files uploaded through Add Users in Bulk.

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📘 How it Works

🔗 Check our documentation on Users Management.

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👉 As always, your feedback is welcome - use the Feedback button in the bottom-right corner of Retailer Hub to share your thoughts.

🚀 Summary​

This release improves the Retailer Hub return management experience, with a redesigned Return Details page, enhanced CS Return v2 capabilities, and improved controls for handling return exceptions.

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✨ What is New​

Improvements

• 🛠️ Enhanced Return Details - Return information is no better organized across:
  • Tracking and shipping details
  • Return method information
  • Returned products, gift cards, and internal notes
  • Outbound order and customer details
• 🛠️ Improved Returns Management:
  • Added General Settings for Internal Admins to manage the Override Return Rules, such as expired return policies and non-returnable products.
  • Removed Ship To and added Warehouse DC Code handling in CS Return v2, helping users create returns with products routed to the correct warehouse.
  • Added a warning when return policy overrides are enabled.
  • Limited CS Return v2 to a maximum of 20 products per return.
  • Made both legacy and beta CS Return flows available from the Manage Returns page.

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📘 How it Works

🔗 Check our documentation on Return Details.

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👉 As always, your feedback is welcome - use the Feedback button in the bottom-right corner of Retailer Hub to share your thoughts.

🚀 Summary​

This release delivers the first phase of the DHL EU to UK Customs Integration project. A CN23 is a customs declaration document used for international postal shipments. This release introduces the foundational functionality required to identify DHL cross-border routes, determine when CN23 documentation is required, automatically trigger CN23 generation, and make generated CN23 documents available within RMS.

These changes form part of the wider DHL EU to UK customs solution. Additional functionality required to support the complete end-to-end process will be delivered in a future release.

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✨ What is New​

• 🆕 DHL Cross-Border Route Configuration

A new DHL-specific feature switch has been introduced to support CN23 customs processing for cross-border routes. When enabled, RMS Managers can configure DHL routes as Cross Border Routes and specify whether CN23 documentation is required.

• 🆕 Automated CN23 Processing

RMS can now determine when a CN23 customs declaration is required and automatically trigger CN23 generation when an eligible manifest is closed.

• 🆕 CN23 Document Access

Generated CN23 documents can now be accessed directly from RMS. Operators can view, download and print CN23 customs documentation using the same familiar workflow already used for downloadable shipping documents.

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📘 How it Works​

DHL Cross-Border Route Configuration

A new feature switch called DHL Customs CN23 Integration has been added to RMS Features. Once enabled:

• A Customs tab becomes available within Mapping.
• Routes can be configured as Cross Border Routes.
• Routes can be marked as CN23 Required.
• Configuration is stored against the route mapping and used during manifest processing.

When the feature is disabled, existing RMS behaviour remains unchanged.

Automated CN23 Processing

When an operator closes a manifest, RMS:

• Evaluates whether the Customs CN23 Integration is enabled.
• Evaluates the configured route mapping.
• Identifies whether the route is configured as a Cross Border Route.
• Checks whether CN23 processing is required.

When all conditions are met:

• RMS identifies the manifest as requiring CN23 processing.
• Sends a single request for carrier label and CN23 generation.
• Passes the shipment and customs data required for carrier label and CN23 generation.
• The generated carrier label and CN23 document are returned and stored against the manifest.

CN23 Document Access

Once CN23 generation has completed successfully:

• Operators can access the document from the Manifest Details page.
• A new CN23 option is available within the Download Labels menu.
• Selecting the option opens the stored CN23 document in a new browser tab.
• The document can then be viewed, downloaded or printed using standard browser functionality.

🚀 Summary​

This release introduces enhanced manifest processing behaviour, easier access to support resources directly from RMS, and improvements to the Manifest Grid experience when working with larger datasets. These changes help provide a more consistent, efficient, and user-friendly experience for RMS users. They form part of the wider DHL EU to UK customs solution. Additional functionality required to support the complete end-to-end process will be delivered in a future release.

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✨ What is New​

• 🆕 Manifest Details – Applied background processing and locking behaviour to single manifest updates

Updates made from the Manifest Details page now follow the same background processing behaviour as updates made from the Manifest List page. While an update is being processed, the manifest is temporarily locked to prevent conflicting changes. Users can continue to view the manifest and navigate elsewhere in RMS while processing completes. This provides a more consistent experience across manifest management.

• 🆕 Manifests – Fixed Selection on Manifest Grid

The selection checkbox column on the Manifest list page now remains visible when horizontally scrolling. Selected records remain clearly visible regardless of the scroll position. This improves usability when working with large datasets and wide grids.

• 🆕 Added Support links to RMS Navigation menu

We’ve introduced a new Support section within the RMS navigation menu. It provides quick access to:

• User Guides
• Release Notes
• Zigzag Status Page

Resources open in a separate browser tab, allowing users to continue working in RMS while accessing support information. This improves self-service access to documentation, release information, and platform status updates.

🚀 Summary​

This release introduces the first version of the CS Return V2 experience, delivering a more streamlined return creation process for Customer Service teams.

We've also enhanced User Management with new permission management capabilities, introduced Retailer Hub Settings for White Labels and internal configuration, and delivered several improvements, performance optimizations and technical upgrades.

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✨ What is New​

Improvements

• 🛠️ Enhanced User Management - Managing users is now more flexible with:
  • Bulk user creation across Retailer Hub, Post-Purchase Experience and Reporting Hub.
  • Module visibility and filtering.
  • Simplified permission display for users with a single permission.
  • Performance improvements when loading and managing users.
• 🛠️ Improved Returns Management:
  • Added support for bulk status updates for orders containing multiple returns.
  • Introduced the new Dropzone component within the Returns experience.
• 🛠️ Localization Improvements:
  • Fixed missing translations across French and Spanish.
• 🛠️ General Enhancements:
  • Improved retailer search accuracy.
  • Fixed the "Load More" behavior on the Ship To selector.
  • Improved Data Export information banners.
  • Removed obsolete Reporting Hub warning pop-ups.
• 🛠️ Technical Improvements:
  • Migrated backend services to .NET 10.

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📘 How it Works

🔗 Check our documentation on Users Management.

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👉 As always, your feedback is welcome - use the Feedback button in the bottom-right corner of Retailer Hub to share your thoughts.

🚀 Summary​

This release increases the number of manifests that can be viewed and updated at once, enabling more efficient bulk actions. It also introduces background processing to ensure larger updates run smoothly, along with improvements to grading workflows to help ensure required photo evidence is completed.

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✨ What is New​

• 🆕 Mass Manifest Updates with Background Processing

The manifest list now shows more records per page, allowing users to select and update up to 50 manifests at once.

As each manifest can contain a large number of items, updating multiple manifests together can result in very high volumes of updates behind the scenes. To support this, large updates are now processed in the background, ensuring they run efficiently without interrupting other work.

This means you can start an update (such as assigning a carrier or updating status) and continue working while it completes.

• 🆕 Visual Indicators for Missing Photo Evidence

A new visual indicator helps highlight items that do not meet the minimum required number of photos during grading.

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📘 How it Works​

Mass Manifest Updates with Background Processing

• You can update more manifests in a single action (up to 50).
• More records are now visible per page, reducing the need to navigate between pages.
• Large updates are processed in the background, so you can continue working without waiting.
• Manifests being updated are temporarily locked to prevent conflicting changes.
• You will see visual indicators when updates are in progress.
• Once complete, you will be informed whether the update succeeded or failed.
• If some items in a large update fail, the remaining items will continue to be processed.

Visual Indicators for Missing Photo Evidence

• Items missing required photos display a “!” indicator over the camera icon in the Actions column for each item.
• A tooltip explains the issue: "Minimum photo requirement not met."
• The indicator automatically updates as images are added or removed.
• Completed requirements are shown in the Actions column with a green indicator on the camera icon, including a count of images captured.

🚀 Summary​

This release introduces end-to-end photo evidence capabilities within grading workflows, enabling warehouse teams to capture, upload, and manage images for returned items during processing using handheld devices. Key updates include a guided photo capture experience, support for manual image upload, improved product traceability through the introduction of a 10-character product identifier in reporting, and an update to scheduled reporting to prevent empty reports from being sent to SFTP.

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✨ What is New​

• 🆕 Photo Evidence Capture for Grading Workflows
  RMS now supports end-to-end photo evidence capture within grading workflows, enabling warehouse teams to capture and manage images for returned items during processing. Operators can connect a mobile device via a QR code to follow a guided image capture process, or upload images manually where required. The number of images captured can be configured per grade, with all images stored against the relevant item for future reference. This provides greater visibility of item condition, supports a consistent warehouse process, and helps with fraud investigations, customer disputes, and claims handling.

• 🆕 Product Identification – Product Identifier
  A 10-character product identifier is now available in reporting exports, providing a standardised way to identify and track products across systems. Available across Products, Parcels, Manifests, and Master Manifest reports, the identifier can be added to report templates to improve product traceability and support downstream integrations that require a consistent product reference.

• 🆕 Grading - Item Level Outcomes
  RMS now provides more detailed and timely grading updates by sending item-level outcomes when items are graded or re-graded. This enhancement enables each item within a return to be processed individually, improving accuracy and supporting more flexible downstream decision-making.

Improvements

• 🔧 Scheduled Report Improvement - Reports will now only be sent to SFTP when data is available, helping to reduce unnecessary file transfers and making report deliveries more relevant and easier to manage.

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📘 How it Works​

• Photo Evidence Capture for Grading Workflows - 🔗 Described in the article

🚀 Summary​

This release improves the analytics experience in ZigZag Post Purchase with the new Logistics Dashboard, more accurate time references for reporting, richer incident exports, and the first unified product experience for eligible customers using both returns and outbound modules.

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✨ What is New​

Features:

• 🆕 Logistics Dashboard V1: A new dashboard gives logistics teams a dedicated view to monitor delivery performance and operational trends.
• 🆕 Unified product experience: Eligible customers using both returns and outbound modules can now access a more connected experience across the delivery journey.
• 🆕 Incident export custom variables: Incident reports now include tracker custom variables, giving teams more context in exported data.

Improvements:

• 🔧 More accurate order reporting: Order visibility now relies on the placed-at date when available, with a fallback to the creation date when needed.
• 🔧 More accurate incident reporting: Incident dashboard and report data now rely on when the incident occurred, rather than the related order month.
• 🔧 Logistics dashboard enhancements: New dashboard widgets add carrier performance breakdown, global on-time rate, delivery performance over time, and package status percentages.

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📌 Notes​

Unified product experience is available to customers purchasing both returns and outbound modules.