How to contact the Zalando Return Solutions team

This article guides you through contacting the Zalando Return Solutions (ZRS) team via the support form. By choosing the correct topic, you'll ensure your query reaches the right specialists without delay.

Before you begin, please ensure:

• You are logged into Zalando Partner University.

• You are an active partner using Zalando Return Solutions (ZRS).

Select Support from the top menu in Zalando Partner University and click Send a support request.

Select the Topic: ZEOS and Return solutions from the dropdown menu, and then one of the below request types. This prevents delays by routing your query directly to ZRS experts.

Select the category that best fits your issue:

• Accounts and invoicing: For questions about your monthly ZRS invoice.

• Damaged item(s): Use this if you receive damaged stock. You must attach a photo of the article.

• Damaged Package: For boxes damaged by the carrier. Take a photo of the unopened parcel and the articles inside.

• Different partners item: If you receive stock belonging to another partner. Provide the pick-up date, quantity, weight and return address.

• Missing items/Not received: For articles not received past the delivery time.

• Wrong item (Different size, color etc): For articles with the incorrect size or colour.

• ZRS Pure - Returned items report: For questions regarding your weekly Monday report.

• 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.

Review your details and click Send request. You'll receive an automated confirmation email  that will look like this:

By clicking on the hyperlink, you will be directly taken to your Zalando Partner University 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 Support form and My requests page in the Zalando Partner University.

You can track, escalate or cancel requests directly within Zalando Partner University.

Go to Support and then My requests. Use the filters to view Open (that includes also In progress ) or Closed requests. 

To access the details of a specific case and communicate with the ZRS team, select the case from the overview above. You will be shown the following menu:

Here you can:

• Track your ticket status: Check the case number, creation date and current progress tag (such as In progress) at the top-left corner of the screen.

• Send a message: Write a follow-up response in the text field under the Partner communication section and click Reply to update our Partner Care team.

• Manage attachments: Click Upload files to attach relevant documentation to your ticket, or click Download all files to save current attachments locally.

• Review case metadata: Look at the right-hand panel under Request details to verify the ticket subject, account name, category type and escalation logs.

• Change ticket actions: Click Cancel request if the issue is resolved, or click Escalate request to request urgent visibility for your case.

Once you open a case, you'll receive automated confirmation and follow-up emails whenever there's new activity.  Here’s an example:

To reply or send updates, respond directly to the notification email. Do not change the subject line.

If your case is urgent and has been in progress for more than 36 hours, select Escalate request in the request details. You must provide a reason for the escalation.

Once the ZRS team resolves your request, you'll receive an email. You have 48 hours to confirm or decline the resolution. If you reply after 48 hours, the system automatically creates a new case. 

In case your request was incorrectly raised or duplicated, you can cancel your request via Zalando Partner University, by accessing the case details.

After submitting, you can monitor updates in the My requests section. If you prefer email, you can reply directly to the automated notifications - just ensure you don't change the subject line.