Work with Customer Care (CuCa)

Introduction to Customer Care (CuCa)

An overview of Zalando's Customer Care (CuCa), the reasons why partners and CuCa might be in contact and how partners can communicate with CuCa.

Customer Care FAQs - ZFS partners

For partners using ZFS, here are some frequently asked questions about common requests from customers through Zalando's CuCa

Customer Care FAQs - Non-ZFS partners

For partners who do not use ZFS, here are some frequently asked questions about common requests from customers through Zalando's CuCa

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.