Introduction to Zalando Return Solutions (ZRS)
Scale your business and simplify your logistics by letting Zalando handle your returns.
Zalando Return Solutions (ZRS) is our specialised return service for partners. We manage your returns so you can reduce costs while providing your customers with a frictionless shopping experience.
We offer two distinct services that work with your existing integration (e.g. Connected Retail tool, APIs or third-party integrators): ZRS Plus and ZRS Pure.
Benefits of using ZRS Plus for your returns
Save costs: Reduce your logistics expenses by up to 25%.
Speed up refunds: Reimburse your customers faster to build trust.
Optimise stock: Get your returned items back online for resale quickly.
Customer satisfaction: Offer a seamless, "one-box" return experience.
Efficiency: Free up your store staff to focus on local operations.
How the services work (in 3 simple steps)
ZRS Plus
The return: Customers return your items in the same box as other Zalando items.
Processing: Items go to a Zalando return centre for inspection and quality checks. This triggers the customer's refund automatically.
Resale: We forward the items to a Zalando fulfilment centre where they're stored and made available for resale. We then fulfill the next customer order for that item.
ZRS Pure:
The return: Customers return items in one box with other Zalando goods.
Processing: Items are inspected at our return centre and the refund is triggered.
Consolidation: We bundle your returns and ship them back to your warehouse in bulk.
FAQs
What happens to my items at the return centre?
We inspect and refurbish every item if needed. Our algorithm then decides which fulfilment centre to send it to, ensuring the fastest delivery time for the next customer.
How do I track my stock?
Use the ZRS Plus reports in the Connected Retail tool to track quantities, return reasons and item locations. You’ll also see how your items perform compared to similar products on Zalando.
What does ‘non-offerable’ mean in my report?
This means an item is still being processed (e.g. undergoing quality checks or being moved between shelves). It becomes ‘offerable’ as soon as it’s ready to be picked for a new order.
Can I request my stock back?
Yes. Contact us through the Connected Retail tool. Because our warehouses are designed for fast customer delivery, large outbound shipments to partners require careful planning. Please allow 4–6 weeks for your stock to arrive. If after 4-6 weeks you still haven’t received any update on your stock, please contact us via our support form by using the Topic: Fulfillment Solutions and the Request type: Stock Return. Then select: Stock Return Request.
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.
Can I pause the service?
Yes. However, any items sold while ZRS Plus was active might still be returned to our centres, as the return labels already contain our address.
Key takeaways
ZRS Plus handles storage and resale; ZRS Pure returns consolidated stock to you.
Always allow 4–6 weeks for stock return requests.
Check your ZRS Plus reports regularly to monitor item status and ‘non-offerable’ stock.
Ready to get started?
To learn more about joining ZRS, please contact us at zrs@zalando.de.
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