Resolve customer issues
Learn about the role of Customer Care (CuCa) and how to resolve customer issues, including returns, refunds, reclamations and invoices, together.
Highlighted
How to work with our Customer Care team
Find out how our Customer Care (CuCa) team works and what to do when they contact you.
Manage Customer Care requests for ZFS and ZRS orders
Manage ZFS and ZRS article returns and customer invoice requests.
Manage Customer Care requests for own-fulfilment orders
Learn how to handle returns, refunds, invoices and reclamations for articles you ship and return yourself.
Product recall process
The Zalando product recall process occurs when an article/SKU must be recalled due, but not limited, to safety issues and product defects.
How to report incidents that affect customer orders
This article will help you understand the importance of proactively informing Zalando about any issues that might affect orders that a customer has placed and are fulfilled by a partner.
Handle wrongly returned articles
How you can make sure that we are enabled to send your articles back to you.