Problem and Analysis

One of the main problems that Zara faces and customers complain about a lot is having problems in making a return in store without a receipt. Zara has a policy where if a receipt is not present at the register for a return, it can not be processed. Which results in customers contacting customer service to get either a digital copy of the receipt or a case number for the return to be processed in store. This problem can be fixed if Zara comes up with a system that helps customers when doing a return in store without a receipt. Implementing either electronic receipts through their app or creating an option for customers after making a purchase to either get their receipt emailed to them or get it printed. This system could help plenty of customers especially those who are careless with things they have and also would bring down the customers' complaints. 

Another problem that Zara faces is that their suggestion protocol is an informal process which is conducted over email or other telecommunication (i.e. teleconference), while much of the clothing at Zara has to do with the demographic of the area and what the locals prefer and wear. An example of this would be certain ethnic groups such as Jewish that can't wear wool blended with linen. While they do allow some products to be made that usually wouldn't be allowed, some of the products are overlooked and there is no standardized process. So Zara should implement a more formal system that has process improvement such as suggestions being heard, having categorized items for certain ethnic groups or material that is in the item, and it should be either approved or denied depending on what the item is and if the item will sell in that store. This should be different from other categories like fit or aesthetics, those are also important but are different in their nature.