Zigzag, the fashion platform operated by Kakao Style, said on the 7th that it will roll out the "Jikjin exchange" service following its fast delivery service "Jikjin delivery."
Jikjin exchange is a service that lets customers exchange a product without a refund, return, and repurchase process if they apply for an exchange within seven days after receiving a Jikjin delivery item. Previously, there was no exchange function, so customers had to get a refund and reorder. There were inconveniences such as long refund processing times and the inability to reapply benefits like existing coupons and mileage due to reasons such as expiration during the reorder process.
Zigzag has piloted the exchange service since January this year and has advanced the system. As a result, the average lead time to complete a product exchange was shortened by about 22%, from 4.5 days in January to 3.5 days in June.
As exchange processing sped up, service use also increased. In June, the number of Jikjin exchange uses rose more than threefold from January. The customer churn rate from canceling product purchases also fell about 70% from the early stage of the service.
Zigzag plans to shorten the average Jikjin exchange lead time to around three days by the end of the year and improve convenience across the entire shopping journey from purchase to exchange and return.
A Kakao Style official said, "Zigzag has innovated fast delivery services on domestic fashion platforms by unveiling Jikjin delivery in 2021," and added, "We will set a new standard for exchange services through continued enhancements to Jikjin exchange."
Kakao Style introduced the fast delivery service Jikjin delivery in June 2021. In April last year, it expanded Jikjin delivery, which had been operated only on weekdays, to weekends and introduced "seven-day-a-week delivery." With Jikjin delivery, customers can receive items the next day if they pay by 10 p.m., regardless of the day of the week.
From January to May this year, Jikjin delivery weekend transaction value increased 30% from the same period a year earlier. Boosted by growing weekend shopping demand, Jikjin delivery transaction value during the same period increased 20% year over year. During this period, transactions that occurred on weekends accounted for about 26%, or a quarter of the total.