Prepare for test order quality assurance
Learn how to prepare your logistics and delivery documents for our test order quality assurance process.
A test order is used to verify that you comply with established order quality requirements. The goal is to identify any issues regarding logistics, documentation, or packaging that may negatively impact the customer experience before you go live. Once the test order has been performed, our Quality Assurance (QA) team reviews your parcel against all requirements and provides the outcome of your test order. This will come in the form of a QA Report detailing whether you have passed, have downsorting issues, or have blocker issues.
When do you need to do test order?
1. New partners or those expanding to new markets: You must complete and pass one test order for every market you intend to sell in before you go live.
2. Adding a new fulfilment solution to your sales channel (fulfilment addition): You’ll complete your test orders after you’ve gone live.
3. Changing your logistics setup e.g., from ZFS to ZSS or own logistics (logistics change): If you’ve already onboarded a ZSS or own logistics channel before, you don’t need a new pre-live test. Instead, please request a live test order.
Requirements for all partners
To pass your test order, ensure you follow these "must-have" rules to avoid blockers or your articles losing visibility (downsorting).
Rules to avoid blockers
A blocker is a critical error. If you have a blocker, you'll fail your test order. For existing partners, these issues can lead to your account being deactivated.
Use approved carriers: You must use an approved last-mile carrier (LMC) for both deliveries and returns in every country you ship to. Using an unapproved carrier is a "blocker" and will cause your test order to fail.
Use order and bank details: You must use the correct Zalando order number and bank details on all delivery documentation. See all delivery documentation templates here.
Include return labels: A correct, prepaid return label must be inside every parcel. The barcode must be clear and readable to ensure the return can be processed.
Provide tracking: You must provide a working delivery tracking link to the customer. For new business, the link you provide must be a working last-mile tracking link.
Print complete address details: You must print the customer’s name and address information correctly and in full on all carrier labels. Please ensure you include any c/o (care of) information.
Don't include ads: You mustn't include any "call-for-action" advertisements or marketing flyers in the parcel.
Rules to avoid downsorting
This means your articles will have lower visibility in the countries where you sell, making it harder for customers to find them on the Zalando platform.
Use correct packaging: Your outer packaging must be a cardboard box. Don't use plastic or paper bags, especially for fragile items (like hats, glasses, or watches) or multiple shoeboxes.
Check your language: Your delivery documents must be in the correct language for the specific market (e.g., German for Germany). See all delivery documentation templates here.
Avoid gendered language: Don't use gender-specific salutations (like Mr. or Ms.) on delivery documents or carrier labels.
Match your prices: The price on the article tag must match the Zalando shop price and the delivery note.
Include article details: All article information (number, name, size, and colour) must be pre-printed on the return note.
Provide return instructions: Your return instructions must be present, correct, and complete.
Provide return tracking: You must provide the correct return tracking number to both the customer and Zalando.
Keep it clean: Ensure all documents are clean, undamaged and professional.
Share correct FAQ info: You must include a link to the Zalando FAQ. You will find country specific Zalando FAQ links on the country specific delivery documentation templates (e. g. delivery note templates). Don’t include your own Customer Care contact details, such as phone numbers, email addresses, or opening hours.
Step-by-step guide: Prepare your documents
Step 1: Create your delivery and return notes
Use our delivery documentation templates per market to create a delivery note and a return note. Both of these must go inside your parcel.
Delivery note (inside the parcel)
Return note (inside the parcel)
It’s only mandatory if you use it to:
1. Register returned articles and process returns faster.
2. Review return reasons to improve your customers' experience.
Note: If you don't use or depend on this data, you don't need to include a return note.
Step 2: Download the return flyer
Download the correct return flyer from our delivery documentation templates based on your target market and the carrier you've chosen. This is a mandatory return document and should always go inside the parcel.
For partners using Zalando Return Solutions (ZRS)
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You must use the specific ZRS return flyer, which is included in the delivery documentation templates for each market.
Return flyer (inside the parcel)
Step 3: Prepare your labels based on your logistics
Your shipping labels depend on which fulfilment method you use:
Own logistics
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Outbound: Attach a shipping label from your approved carrier to the outside of the parcel.
Return: Include a pre-paid return label from an approved last-mile carrier inside the parcel.
Important
Customer name and address must be printed correctly and completely incl. c/o (care of) information.
Zalando Shipping Solutions (ZSS)
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You'll prepare "baby parcels" (individual orders) and "mother parcels" (the large box holding multiple orders).
How to prepare a Baby Parcel (the customer's order):
Pack the items: Place the ordered articles into a cardboard box.
Insert documents: Add the delivery note, return note, and return flyer inside.
Include the return label: Place the Zalando-provided return label inside.
Label the outside: Attach the outbound shipping label (received from your Integrator or the ZSS API) to the outside.
How to prepare a Mother Parcel (the shipping container):
Consolidate: Place all prepared baby parcels into one large, sturdy cardboard box.
Label: Attach your carrier's shipping label and the pre-filled ZSS sticker to the outside.
Check limits: Ensure the mother parcel is not over 10kg (for Germany) and fits within 80cm x 60cm x 40cm.
Ship fast: Your mother parcel must arrive at our injection hub within 48 hours.
Carrier selection:
For ZSS outbound (from you to the hub), you can choose any carrier, but they must meet the 48-hour delivery window. For last-mile (hub to customer), Zalando handles the carrier selection.
Zalando Return Solutions (ZRS Pure/Plus)*
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Return label: You must include the return label generated by your Integrator or the ZSS API inside the parcel. This applies whether you use own logistics or ZSS for your outbound shipping.
Return flyer: You must include the official ZRS return flyer inside every parcel before shipping. This ensures customers have accurate return information and that you stay fully compliant with our shipping standards. We expect strict adherence to this process for every ZRS shipment to maintain high service quality. You can find the flyer in the delivery documentation templates for each market.
Next steps
Once your documents are ready, send them to your Onboarding Manager for validation. Don't ship the test parcel until they've confirmed everything is correct.
Need support?
If you have any questions, our Partner Assistant is available 24/7 to give you instant answers. Just click the chatbot icon in the homepage header to get started. If you still need support after using the chatbot, please reach out to your Onboarding Manager.
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ZRS is currently available to all partners in 14 markets: DE, AT, FR, BE, NL, LU, IT, ES, SE, FI, DK, PL, CZ, IE.