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.

Updated June 18, 2024

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.