How can partners make a formal complaint to Zalando?
This is how Zalando partners can submit an official complaint. Zalando customers should by no means submit complaints through this form, and should reach out to customer support instead.
Do you need support from Partner Care?
If you have any questions about, or need support for an issue with, your Partner Program or Connected Retail business on Zalando, please send a support request to Partner Care here.
Topics that Partner Care can assist you with include:
General Information
Account Changes (e.g., store name change, address change, return address change)
Operational Support (e.g., updating company contact details, stock buffer, etc.).
The complaint form is not intended to assist you with issues related to your Zalando business that are managed by Partner Care. Please note that submitting a formal complaint instead of a support request for these matters may result in delays in receiving assistance.
Who can send a complaint?
Important
This complaint process is applicable to Zalando partners only. Zalando customers should by no means submit complaints through this form, and should reach out to Customer Care (CuCa) here instead.
How does the process work?
At Zalando, we value your partnership, and we aim to provide you with the highest possible standard of support. Yet sometimes things can go wrong. If this is the case, please let us know, and we will do our best to find a quick and fair solution to solve your particular situation or issue.
After raising your issue via the complaint form using the button below, we will keep you updated throughout our investigation, and we will endeavor to resolve your complaint as quickly as possible. More complex situations may require further investigation, and if this is the case we will give you regular updates until we can provide you with a response.
What are the common issues?
To give you a better understanding of what type of issues can occur, we received the following complaints from both Partner Program (PP) and Connected Retail (CR) partners between 01 April 2022 and 31 March 2023:
Topic | Number of complaints | Partnership model |
|---|---|---|
General information | 6 | PP and CR |
Zalando Return Solutions | 4 | CR |
Marketing | 3 | PP |
Return policy | 3 | CR |
Contract inquiries | 3 | PP |
Payments and invoices | 3 | CR |
Contacting Customer Care (CuCa) | 3 | PP and CR |
Accounting | 2 | PP |
Integration | 3 | PP and CR |
Size charts | 2 | PP |
Zalando Fulfillment Solutions | 3 | PP and CR |
Shipping costs paid by customer | 1 | CR |
Failure to refund return | 1 | CR |
Lost product | 1 | CR |
Data error | 1 | PP |
Customer Experience Model | 1 | PP |
Total | 40 |
Who are external mediators?
Any disputes that may arise between Zalando and a partner can be settled out of court with the following external mediators. Please note that mediators should not be copied in any correspondence between Zalando and yourself, e.g. do not copy them in your message to Partner Care.
Important
External mediators are not part of Zalando Partner Care, and are third party service providers. As such, reaching out to mediators will entail costs that Zalando and the partner will split equally.
External mediators do not deal with complaints from Zalando customers. Zalando customers can reach out to Customer Care (CuCa) here.
You can reach out to the following external mediators:
Sathees Sabaratnam, M.Sc., LLM | Dr. Sarah Athena Babaian, LLM | Oliver Knura |
|---|---|---|
Geschäftsführender Partner DWM Wirtschaftsmediation GmbH
Tel: +49 172 81 99 762 Email: sabaratnam@d-wm.de | Verhandlungsexpertin, Juristin & Wirtschaftsmediatorin SB Negotiation & Conflict Consulting
Tel: +49 176 627 075 91 Email: info@sarahbabaian.de | CEDR Accredited Mediator, Wirtschaftsmediator (IHK) Ponschab + Partner Mediatoren PartG
Tel: +49 69 977 86 300 / +49 171 524 05 96 Email: p2b@ponschab-partner.com |
Send a formal complaint
Fill out the webform with your contact and complaint details.
Review and submit the form.
Receive a ticket notification and a response within six hours.