CR Order Quality Assurance (QA) requirements
In Q1 2024, Zalando rolled out quality checks by means of test orders for Connected Retail partners in order to review their ongoing compliance with the established Order Quality Assurance requirements. Below you will find the current list.
In Q1 2024, Zalando rolled out quality checks by means of test orders for Connected Retail partners in order to review their ongoing compliance with the established Order Quality Assurance requirements. Below you will find the current list of requirements for Connected Retail partners.
Why is this important?
Zalando strives to satisfy its customers. In order to ensure that we are living up to our customers expectations, we are using test orders to check that established customer-centric Order Quality Assurance requirements are being complied with, and identify any issues that have a negative impact on the customer experience.
Order Quality Assurance helps to maintain our quality standards and reduce the need for customers to contact our customer care team with issues.
How is this calculated?
Zalando places and checks test orders, and gives each test order a QA result. The four types of order QA results are:
1. No issues (0 blocker and 0 downsorting findings)
There were no QA issues with the test order. Your articles remain in Normal Visibility in the affected country.
2. Downsorting issue(s)
Minor QA issue(s) were reported. You can still sell in the affected country and your articles remain online in Normal Visibility.
3. Blocker issue(s)
Major QA issue(s) were reported. You can still sell in the affected country and your articles remain online in Normal Visibility, but you need to solve the issue(s) by the due date for corrections. If the second test also fails due to the same blocker issue(s), please refer to step 4.
4. Repeated blocker issue(s)
Same blocker QA issue(s) were reported in two consecutive test orders, so this country will be deactivated and its articles taken offline.
List of Order Quality Assurance Requirements
Requirement | Commodity Group | Category | Blocker | Downsorter |
|---|---|---|---|---|
Delivery documents must be provided in undamaged, clean and proper condition. | ALL | All Delivery Documents | x | |
Return label must be present & correct. | ALL | Return Label | x | |
Outer packaging must be a cardboard box (= NOT a plastic or a paper bag). | Hats, glasses, watches, jewelry, hanging garment, beauty, multiple shoes in shoeboxes | Packaging | x | |
Price on the article hang tag must be in line with the Zalando shop price and the delivery documents. | ALL | Article | x | |
Customer name and address must be printed correctly and completely (incl. c/o information). | ALL | Shipping Label | x | |
Call-for-action advertisements shall not be used / included in the parcel. | ALL | Advertisement | x | |
A notification about any (outbound) carrier related changes must be sent to and approved by Zalando prior to the change becoming effective to enable Zalando to provide a working outbound tracking link to the customer. | ALL | Outbound Tracking Link | x | |
A notification about any (return) carrier related changes must be sent to and approved by Zalando prior to the change becoming effective to enable Zalando to provide a correct return label and return tracking number to the customer. | ALL | Return Tracking Number | x |