Account
Learn how to manage your profile and payments
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Change your set-up
Learn about how to make changes to your Zalando set-up.
Accounting and fees
Learn how payments and refunds work, as well as all about compensation rates, and the fee structure of your Zalando account.
Resolve customer issues
Understand the role of Customer Care (CuCa) and how to resolve customer issues, including returns, refunds, reclamations, and invoices.
Payments and fees
Updated fees and Convenience Incentive starting in 2026
Learn about our updated fee structure effective from 1 January 2026, which includes the base fee, Marketplace Service fee, and Payment Service fee. Plus, discover the new Convenience Incentive.
Partner Agreement update: how acceptance by action works
Learn which business activities between 16 November and 15 December count as acceptance of your Partner Agreement
How payments to partners work
Here is everything you need to know about your payment cycle, what you can expect to receive and how to understand your documentation, invoices and fees..
How manual refunds work
Here you’ll find an explanation of manual refunds initiated by Zalando Customer Care, including reasons, fraud prevention measures, and financial implications for partners.
Sales and returns report
Here you will find a monthly overview of the status of all of your sales, returns and manual refunds.
Fraud prevention
For partners using self-fulfilment, here's what to do if Zalando's Fraud Screening team reaches out to you about an order.
Dunning and collection for open balances
Here we outline what the dunning process is, the standard timeline for this process, answer FAQs and explain the key details from the payment reminder and dunning letter.
How to contact Accounting
Find our who to reach out to about specific accounting related topics
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Still have questions?
If you couldn't find the answers here, you can request support from Zalando's Partner Care team.