ZRS FAQs
In this article we have collected and answered frequently asked questions all about ZRS.
This article contains the Frequently Asked Questions about ZRS processes. It is updated on a regular basis.
Questions about communicating with ZRS
1. What should I do if I am not able to submit a request via the Zalando Partner University (ZPU)?
This article explains how to contact the ZRS team via the ZPU. Here you’ll also find an explanation of how to cancel a request if it is raised by mistake, and share feedback with the ZRS team after the ticket has been resolved.
2. What should I do if I have submitted a request for support by Zalando Return Solutions, but it has not been solved?
The Zalando team is always working to improve its partner service. You can check the ticket status via your individual ZPU account (under My Cases). If you have not received a response in over 7 days, you can click on the Escalate Case button in the individual case view. For more information, please check out this article.
3. How do I change my return address?
Zalando recorded your return address during your onboarding stage, but it might have changed along your journey with us. It is really important that your return address is always up-to-date, because it is automatically used to initiate the return of your articles. Please consult this article to familiarize yourself with how to update your return address. In case you still have doubts, please submit a request, choosing topic: Zalando Return Solutions and then request type: General Questions.
Questions about ZRS Return Processing
4. How often are returned items shipped from Zalando Return Centers to my return address?
All your returned items are consolidated in one box. The consolidation parcels are shipped out every week to your return address as indicated in your zDirect Business Profile.
5. What should I do if my articles/parcels are missing?
The average return lead time from the Zalando Return Center to the partner return address is 2 weeks. In case your articles have not reached you within this timeframe, you can submit a request, choosing topic: Zalando Return Solutions and then request type: Missing Items/Not Received. For more information, please check out this article.
6. What should I do if I receive articles that do not belong to me?
In case you receive items from a different partner in your parcel, please submit a request, choosing topic: Zalando Return Solutions and then request type: Different Partner Item with all the relevant information (Zalando Quality Label, issue description and photo (optional), For more information, please check out this article.
7. While checking the returned items, I noticed that there is a red sticker on the polybag. What is it?
All returned items go through careful quality inspections at Zalando sites. If an article is considered defective or there is a mismatch of information between the item and the sales order, it is marked with a red sticker on the polybag. The use of this red sticker makes it easier for you to identify articles that need further clarification or inspection on your end.
8. What does the information on the label of the returned parcel mean?
There are two different labels on the returned parcel: the picking and the shipping label. Please read this article to better understand the labels on the returned boxes you receive from ZRS Pure.