ZigZag Returns & Exchanges
A simple UK returns portal that low-volume UK stores still recommend in 2025, but 202 of its 212 reviews describe the older Clicksit/Sorted app on a free plan that no longer exists, so the 4.8 rating is largely historical.
Should you install it?
This is a straightforward returns portal that UK stores with modest return volumes have liked for years: fast to install, sits on your own domain, sends templated status emails, and issues Collect+ drop-off labels, with support from named staff that long-tenure merchants still praise in 2025 (1565, 7586, 8434). The catch is that the review record is stale and describes a different product: reviews name Clicksit and then Sorted after an acquisition (1798), never ZigZag, and the feature reviewers praise most, the free plan, was withdrawn with merchants locked out and quoted $50/month (8082). Expect manual finishing work: exchanges do not auto-restock, the new order needs a click, and refunds are marked in the app rather than pushed into Shopify (2287, 5835, 1614). International and EU return labels are asked for by six reviewers and confirmed by none, despite the listing tagline, and the one detailed US account describes being billed for unused USPS labels with no insurance on them (1798). Before installing, get current pricing and the exchange/restock and international-label behaviour confirmed in writing, because nothing in these reviews tells you what the app does today.
Thin evidence. Only 2 reviews in the last 12 months and 12 since the start of 2023, so there is almost no current evidence. The remaining 200 reviews describe the app under two previous owners and names on a pricing model that has since been removed. 42% of reviewers had the app under a month, around twenty 5-star reviews come from stores with a week or less of use, and several reviews show install-time phone and email outreach, so the star average carries little information. Only one review documents the US label-billing problem in detail, so its severity cannot be confirmed as a pattern.
Right for
- UK stores that want a branded self-service returns page plus cheap Collect+ drop-off labels (1641, 7031, 7732, 4431, 3051)
- Low-volume returns operations replacing spreadsheets or email threads (7370, 1242, 4079, 2703)
- Stores in Northern Ireland and the Channel Islands, where reviewers say regional coverage beat the alternatives (2712, 7586)
- Small apparel stores with steady return rates that mainly need requests logged and tracked (2703, 0589, 9135)
- Merchants who want a named person on chat or phone during setup rather than a ticket queue (1565, 7586, 4432, 6019, 9409)
Wrong for
- Anyone installing because the reviews say it is free: the free plan was withdrawn and one merchant was locked out and quoted $50/month (8082, 1798)
- Stores that need exchanges to restock and re-order automatically; reviewers do both steps manually in Shopify (2287, 5835, 1614, 2050)
- US stores relying on prepaid labels: one merchant was billed for unused USPS labels, had to chase refunds, and lost an uninsured $89 jacket (1798)
- Non-English storefronts; Dutch- and Spanish-market reviewers hit untranslated English mid-return (4821, 9983)
- Stores needing EU or international return labels: six reviewers asked for them and none reports them working (3124, 3411, 2868, 0834, 8959, 1535)
- Merchants who want returns surfaced inside Shopify admin rather than in a separate app (1310, 8266, 2287)
What will annoy you
Portal appearance bugs: font, alignment and mobile layout of the returns landing page: 6 reviews, steady, last seen 2025-03.
How the developer behaves when it breaks
Every negative review has a reply (reply rate 100% on negatives, 10% overall), but the replies are uneven in timing and outcome. Two problems were genuinely fixed: US label support, promised in replies to 4331 and 9713 and later confirmed working by 1798, and page alignment bugs (1065, 6019). Two ended with the merchant leaving anyway: 1798 moved to ReturnGo, 8082 uninstalled. Timing is poor: 2287 (September 2022) was answered on 13 June 2023, nine months later, and 8082, 6885 and 7271 all carry that same 13 June 2023 date, which looks like a one-day clear-out rather than ongoing engagement. There are no developer replies at all after June 2023, including none to the 2024-2026 reviews.
What goes wrong 9 recurring themes
- Exchanges and refunds are only half automated: no auto-restock, a manual click to create the new order, and refunds marked in the app rather than pushed to Shopify 5 reviews steady, last seen 2022-09
“This app doesn't restock items when processing an exchange, you still have to manually do this on the original order in Shopify.” review 2287
- Portal appearance bugs: font, alignment and mobile layout of the returns landing page 6 reviews steady, last seen 2025-03
“Some glitches with the appearance of my "returns portal" / landing page in terms of font etc” review 7370
- Free plan withdrawn with no email warning; merchants locked out and quoted $50/month 2 reviews resolved, last seen 2023-05
“we were locked out as apparently, the Free plan has ended - the first we have heard of it” review 8082
- Slow first response or slow resolution from support 4 reviews steady, last seen 2025-10
“It can take a while to resolve problems, but ultimately they are resolved in the end.” review 8434
- Charged for unused USPS labels, refunds had to be chased manually, and labels carried no insurance 1 review fading, last seen 2022-07
“Not even 2 months in and I'm having the same issue with the unused labels.” review 1798
Also 1798 - Email templates too coarse: no separate automated email for an exchange versus a return, and returns must be checked in the app not Shopify admin 4 reviews steady, last seen 2022-05
“There aren't enough email options (e.g. a separate automated email for an exchange vs a return)” review 0122
- No EU or international return labels, repeatedly requested 6 reviews steady, last seen 2021-04
“as an internationally selling brand, it would have been good to add international rates too for returns” review 3124
- Return journey not fully translatable; customers hit English text mid-flow 3 reviews fading, last seen 2021-03
“throughout the returnprocess the customers will still encounter a lot of English sentences that cannot be translated/customized” review 4821
- Outage that took the returns portal offline 1 review fading, last seen 2021-04
“APP IS NOT WORKING!!!! I rely a lot on this application and it's not working right now.” review 9655
Also 9655
What it does well 6 themes
- Quick install and a returns page that matches the store theme 85 reviews
“The app is great, easy to use for me and my customers and the customer service is quick and helpful!” review 1454
- Customers can start returns themselves without emailing, which cuts support volume 45 reviews
“We also have reduced the amount of time we were spending on returning emails with instructions.” review 4130
- Responsive support from named staff, still reported in 2025 70 reviews
“I was very impressed with the excellent support team. Their assistance was prompt and helpful” review 7586
- Collect+ drop-off labels in the UK at low cost, with wide store coverage 12 reviews
“It's great to be able to offer returns using Collect+ just like our bigger competitors do.” review 1641
- UK carrier choice has been added recently (carriers unnamed by reviewers) 2 reviews
“It has been enhanced with the addition of more carriers recently in the UK.” review 7370
- Portal reassures shoppers before they buy, which reviewers link to conversion 12 reviews
“What's great about it is that it gives my customers and visitors a sense of security.” review 1992
Red flags
- Free plan removed and a merchant locked out with no email notice, then quoted $50/month after 18 months of using their labels on direct debit 8082
- A US merchant says a $50/month premium fee they had been told was free was charged for six months, and that they were billed $7.50 each for roughly 14 unused labels that required manual chasing to refund 1798
- Return labels carried no insurance: an $89 jacket lost by the post office was not covered 1798
- A promised self-serve dashboard for deleting or refunding unused labels did not work, forcing the merchant back to emailing tracking numbers 1798
- Developer replies stop entirely after June 2023, including to every 2024-2026 review; four replies all share the date 13 June 2023, one of them answering a review left nine months earlier 2287 8082 6885 7271
- The reviewed product is not the product on the listing: reviews describe Clicksit, then Sorted after an acquisition, and no review mentions ZigZag 1798 0122 2287 8082 6235
- Aggressive install-time outreach: one merchant reports five emails and a phone call within 20 minutes of installing 0716
Trend
Review flow has all but stopped: 2 reviews in the last 12 months versus 5 in the prior 12, against roughly 200 in 2018-2022. Both recent ones are UK stores with multi-year tenures and both are positive but qualified: 8434 (October 2025, 4 stars, over 5 years using) notes more carriers and slow-but-eventual fixes, and 1565 (September 2025, 5 stars) praises the support chat. The 2023-2025 reviews differ in character from the earlier bulk: they come from long-tenure UK merchants talking about support and carrier coverage, not from week-old installs praising a free plan. The two dominant themes of the old corpus, the free plan and Collect+ pricing, have no support in any review after 2022, and the free plan is documented as withdrawn (8082, May 2023). Developer engagement has also gone quiet since June 2023.
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