How to contact Zalando Partner Care (PaCa)
This article contains the contact details for Partner Care support, as well as a summary of the topics they can help you with.
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 that's preventing you from moving forward.
Topics Partner Care can help you with
Partner Care can help you with the following:
General information
Account changes (name change, address change, return address change)
Reports
Operational support (e.g., updating company contact details, stock buffer)
Accounting
Good to know
Partner Care support is provided in English. Please contact us in English for quick and efficient support.
How to contact Partner Care
You can contact PaCa in several ways:
ZPU support form
Log in to Zalando Partner University (ZPU)
Go to Support, and select Send a support request.
Select the most relevant Topic and Request type, and provide a detailed summary.
Add the necessary details, such as:
Brand/Retailer name
SKU examples
EANs
Error/status code descriptions (e.g., ACSREJ, JETERR)
Order numbers
Affected markets.
Live chat (for live Partners only)
Live chat is available to partners who have completed onboarding and are live on Zalando. Available Mon-Fri, 08:00-20:00.
Go to the Send a support request or the My requests page.
Click Chat with us in the lower-right corner.
Enter your topic and start chatting.
zDirect
You can submit support requests directly via zDirect, especially for:
Market Expansion queries
ZMS Ad Manager issues.
Good to know
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.
Managing your support requests
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.
Good to know
You’ll receive an update from PaCa within the next business day at the latest.
Escalating a case
If you need urgent action, you can escalate a case from ZPU:
Go to My support requests in ZPU.
Click the Escalate button on the case.
Important
You can only escalate cases after 3 business days from the opening date. PaCa may de-escalate a case if the reason is unjustified or a final decision has been made.
Cancelling a case
You can cancel a request at any time if you no longer need it. This immediately closes the case without follow-up.
Confirming a resolution
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 PaCa will follow up.
No response within 72 business hours?
The case will close automatically.
Good to know
If you reply to a closed case, this automatically opens a new support request.
Key takeaways
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.
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