Zalando Return Solutions Plus (ZRS+): Introduction and FAQs
Discover Zalando Returns Solution Plus (ZRS+), how is it different from ZRS Pure, and lists out some frequently asked questions related to ZRS+.
What is Zalando Return Solutions (ZRS)?
Zalando Return Solutions (ZRS) is our return service for Zalando’s partners. We handle your returns, while you benefit from reduced costs and your customers enjoy a frictionless shopping experience.
We offer two distinct services: ZRS Plus and ZRS Pure.The services work with your existing Integration channel, whether you work with our Connected Retail tool, our APIs or via third-party integrators.
Benefits of using ZRS Plus for your returns
Save up to 25% on logistic costs
Reimburse your customers quickly
Get your stock back online faster
Increase customer satisfaction through a seamless return process
Free up store staff capacity to focus on store fulfillment and operations
How does it work (in 3 simple steps)?
ZRS Plus:
The customer has the flexibility to return your articles, together with other Zalando articles in one single box.
All returned articles are sent to one of Zalando’s return centers, where articles are received, inspected, and the customer reimbursement is triggered. They are then forwarded to a Zalando fulfillment center.
Once the articles have arrived at one of our fulfillment centers, they are available online for resale. They remain stored here until the next outbound order, which will be fulfilled by Zalando.
ZRS Pure:
The customer can return your articles together with other Zalando articles in one single box.
All returned articles are sent to one of Zalando’s return centers, where articles are received, inspected, and the customer reimbursement is triggered.
We consolidate the received returns and send them to your warehouse.
Important
ZRS Pure is only available in Spain currently.
Ready to get started? Get in touch and reach out to us at zrs@zalando.de to learn more about ZRS.
ZRS+ FAQs
1. What happens to my articles when they reach a Zalando Return Center?
Each article is inspected, quality checked and then refurbished (if required). The article is then packed and shipped to a fulfillment center (the fulfillment center is decided by our world class algorithm to minimize the expected delivery times to the next customer). Once it reaches the Fulfillment center, it is stored on a shelf and made available on Zalando platform to be sold and shipped to the next customer.
2. How do I request my stock back from Zalando warehouses?
Reach out to us using the Connected Retail Management Tool Contact US section, and our team will ship your articles back from Zalando warehouses to you. Note: Since our warehouses are designed for fast delivery to customers, we have to carefully plan any large outbound deliveries to our partners. Please expect 4-6 weeks for your articles to be returned back to you.
3. What happens to my articles in Zalando warehouses if I want to discontinue the use of ZRS services?
Your articles would be sent back to you in case you decide to terminate the use of ZRS services for any reason.
4. How do I track the status of my stock which gets returned to Zalando Returns Centers and then gets stored in Zalando warehouses for further fulfillment?
You can use the ZRS+ reports available on the Connected Retail Management Tool to keep track of the articles, quantities, return reasons and their current location. In addition, you also get access to additional information such as the article performance in terms of returns benchmarked across similar articles across the Zalando platform.
5. In the reports, I see that some of my articles are currently categorized as non-offerable. What does it mean?
To ensure fast delivery to our customers, we deem an article to be offerable only when it is on a shelf, ready to be picked and shipped to the customer. If an article is currently non-offerable, it means it is currently being processed to be ready to be put on a shelf. A returned article needs to go through multiple steps like quality check, picking, packing, clarification and movement across different warehouses during which the article is deemed to be non-offerable.
6. Can I pause ZRS+, allowing me to receive the returned items directly from the customer for specific periods of time?
Yes, the service can be paused. However any article sold with ZRS+ activated, might still be returned back to Zalando return centers and get stored in Zalando warehouses as the return labels on the orders would contain the address of Zalando Return centers.
7. I requested my stock from Zalando, but haven’t received them yet.
The articles may take up to 4-6 weeks to arrive after your request is received by Zalando. If you still haven’t received any update on your stock, write an email to zfs-support@gmail.com.