Resolve customer issues
Understand the role of Customer Care (CuCa) and how to resolve customer issues, including returns, refunds, reclamations, and invoices.
Customer Care: Contact details and processes for partners
Here you’ll find all of the contact information and information for what to do when dealing with returns, deliveries and customer requests.
Customer Care FAQs
For partners who are using self-fulfillment, these frequently asked questions help you handle common customer requests managed through Zalando Customer Care.
Product recall process
Product recalls are required when a product is identified as dangerous or presents a safety risk to our customers. Zalando must ensure the affected products are removed from sales and returned by the affected customers.
Understand and improve your Customer Care Case Order Rate
Your guide to the Customer Care Case Order Rate (COR) KPI, mastering its calculation, and taking action to improve your service performance.