How to contact Zalando Partner Care (PaCa)

Our Partner Care (PaCa) team is your first point of contact for support. Contact them if you can't find the answer on Zalando Partner University or if you're stuck on a specific issue.

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Our Partner Care team can help you with the following topics:

• Account changes (e.g., name change, address change, return address change)

• Accounting (e.g., copy of your invoices)

• Article onboarding (e.g., article rejection reasons and how to solve them)

• Reports (e.g., PDP attributes reports, or article-related errors such as PSERR_131)

• Support on Customer Experience Model (CXM) (e.g., questions about reasons for deactivation or lower visibility)

• Expanding to new markets (e.g., checking eligibility to expand to new markets)

• General information (e.g., questions about communications or sales events on the platform).

You can contact Partner Care in several ways:

1. Log in to Zalando Partner University (ZPU) 

2. Go to Support, and select Send a support request. 

3. If your ZPU User Account (Contact) is assigned to multiple Partner Accounts, you must select an Account under the support form. The Topics/Request types you see will be specific to that Account's current stage (e.g., Live, Onboarding).

4. Select the most relevant Topic and Request type, and provide a detailed summary. 

5. Add the necessary details that apply to your request, such as:

   • Brand/Retailer name

   • SKU examples 

   • EANs

   • Error/status code descriptions (e.g., ACSREJ, JETERR)

   • Order numbers

   • Affected markets. 

Live chat is available to partners who have completed onboarding and are live on Zalando.  It’s available Monday to Friday, 08:00 to 20:00.

1. Go to the Send a support request or the My requests page.

2. Click Chat with us in the lower-right corner.

3. Enter your topic, and start chatting.

You can submit support requests directly via zDirect for:

• Market expansion queries

• ZMS Ad Manager issues.

Certain issues need dedicated attention and/or different handling. To ensure efficient resolution, please open a separate case for each issue type. For example, if you have an issue with article status codes like ACSREJ and JETERR, submit a separate request for each code. This helps Partner Care handle your issues more effectively.

On the My Requests page, you can submit a new request and view open and closed requests. 

Go to Support > My requests in ZPU to see all open and closed requests. You can also create new requests from this page.

If you need urgent action, you can escalate a case from ZPU:

1. Go to My support requests in ZPU.

2. Click the Escalate button on the case.

You can cancel a request at any time if you no longer need it.  This immediately closes the case without follow-up.

After your case is resolved, you'll receive an email asking to confirm or decline:

• Click YES to confirm

  • The case closes, and you'll receive a satisfaction survey.

  • Note: You won't be able to reopen a case you have confirmed closed.

• Click NO to decline

  • You'll be asked to provide a reason.

  • The case stays open and Partner Care will follow up.

• No response within 72 business hours?

  • The case will close automatically.

• Always follow the ‘1 case = 1 request’ rule for efficient handling.

• You’ll receive a response within one business day.

• Use the My requests page to track all open and closed requests.

• Confirm or decline resolutions via the follow-up email. Your feedback helps us improve our service.

We’re committed to supporting your partnership with Zalando. If you have any questions, please don’t hesitate to reach out.