Order Quality Assurance (QA) requirements
Zalando performs random quality checks by means of test orders in order to review the ongoing compliance with the established order quality requirements. Below you will find the current list of requirements.
Zalando performs random quality checks by means of test orders in order to review the ongoing compliance with the established order quality requirements. Below you will find the current list of requirements.
Why is this important?
Test orders are used to check that established order quality requirements are being complied with, and identify any issues that have a negative impact on the customer experience.
How is this calculated?
Zalando places test orders to make sure they meet our order QA requirements, and gives each test order a QA result. The four types of order QA results are:
1.Passed
There were no QA issues with the test order.
2.Downsorting issue(s)
Downsorting QA issue(s) were reported. You can still sell in the affected country but the articles in this country will have low visibility. You can request another test order if the issues are resolved.
3. Blocker issue(s)
Blocker QA issue(s) were reported, so the articles in this country will have low visibility until the issues are solved by the due date for corrections, or another test order is requested that confirms these issues have been solved. 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.
Important
This list is comprehensive, but not exhaustive. If Zalando identifies further quality issues which may have a high negative impact on customer experience, Zalando reserves the right to take on appropriate consequences upon prior notification of the partner.
List of Order Quality Assurance Requirements
Requirement Name | Commodity Group | Category | Blocker | Downsorter |
---|---|---|---|---|
Zalando order number must be present & correct. | ALL | All Delivery Documents | x | |
Zalando FAQ link must be present & correct (customer care contact details, e. g. hotlines, email addresses, availability hours shall not be used). | ALL | All Delivery Documents |
| x |
Zalando bank information must be correct. | ALL | All Delivery Documents | x | |
Delivery documents must be written in the correct and consistent language. | ALL | All Delivery Documents |
| x |
Delivery documents must be provided in undamaged, clean and proper condition. | ALL | All Delivery Documents |
| x |
Gender specific salutation shall not be used in the documentation included in the parcel and shall not be used on the carrier labels. | ALL | All Delivery Documents |
| x |
Return instructions must be present, correct & complete. | ALL | Return Note |
| x |
Article information must be pre-printed (e. g. article number, article name, size, color, etc.). | ALL | Return Note |
| 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 advertisement shall not be used / included in the parcel. | ALL | Advertisement | x | |
Working delivery tracking link must be provided to the customer. | ALL | Outbound Tracking Link | x | |
Correct return tracking number must be provided to the customer and to Zalando. | ALL | Return Tracking Number |
| x |
Partner must cooperate with the Zalando approved logistics providers for outbound and return. | ALL | Carrier | x |
Useful link: Delivery documentation templates.