How to contact the ZRS team

Zalando Partner University (ZPU) is where you submit your requests concerning different operational topics to Zalando Return Solutions (ZRS). This article explains how to contact the ZRS team most efficiently.

There are a variety of topics and types of requests the ZRS team can assist you with:

• Accounts and invoicing: You will receive an invoice from ZRS on a monthly basis. If you have any questions related to this, please contact us using this request type.

• Damaged item(s): If you received one or multiple damaged items, please contact us using this request type. Attaching an image of the item(s) is a must for this ticket type, so we can effectively investigate.

• Damaged package: This ticket type is used if you receive damaged parcels, packages or boxes due to carrier mishandling. Please do not forget to take the picture as-is (before you start unpacking the box/es) and attach images of both the package and articles, so that we can investigate it more efficiently.

• Different partner’s item: If you have received an item from another partner, please contact us using this request type and share the details listed below. We will then arrange to collect the items from your site.

  • Pick-up date

  • Number of items and QL (Quality Label)

  • Weight of the box

  • Full return address with province or state

  • Contact number

• Missing items / items not received: If you have not received your item past the promised delivery time, please contact us using this request type and share full details of the item.

• (ZRS Pure) Returned Items Report: Please contact us using this request type if you are a ZRS Pure partner and have any questions around the ZRS Returned Items report, which is updated on a weekly basis every Monday.

• Wrong item (different size, color etc.): If you have received an article that is different from the article you originally ordered, please contact us using this request type and share full details of the originally ordered and the incorrectly received article. 

• ZRS general questions: If your query doesn’t fall into any of the request types mentioned here or in the video but is still related to ZRS, please contact us using this request type. 

Please find below a video with  an example that shows you the steps to login to ZPU and create a request about missing items:

1. Login: How to access the ZPU portal (00.03 - 00.15)

2. Create a request: How to find the accurate request type based on your requirements (00.15 - 1:03)

After the request is submitted, you will receive a confirmation email that will look something like this:

By clicking on the hyperlink, you will be directly taken to your ZPU account, where you can track the status of your request. Anytime a specialist updates your request, you’ll be able to see their response or status update via the My requests page on the ZPU.

You can check all your previously created requests by logging onto the ZPU, then selecting Partner Toolkit from the menu across the top of the page, and then My requests.

Here you’ll be able to view any of your previously created cases and have access to detailed and most up-to-date information about them. This is outlined in the video below:

After your request has been resolved by our team, you can confirm or decline the resolution and provide the feedback to us. After request resolution, you will receive an email from us in which you can confirm or decline the resolution within 48 hours.  

In case you reply to a case that has been resolved more than 48 hours ago, a new case will be automatically created. You will receive an email that looks like this:

You can also cancel your request if it was incorrectly raised or duplicated. You can do this by clicking on the Cancel Request at the top of your case’s page, which you can access via your My requests page in the Partner Toolkit section of the ZPU.

In an emergency, where you require an urgent response from our team and it can’t wait 24 hours you can escalate your request. You can do this by clicking on the Escalate Case button at the top of your case’s page, which you can access via your My requests page in the Partner Toolkit section of the ZPU. Please note that you’ll be required to give a reason for escalation.