PLEN
Zalando Customer Service
We take over all communication with your Zalando customers — size questions, returns, complaints and after-sales support. 22 EU markets, 14 languages, 365 days a year.
Zalando operates in 22 EU countries — from Germany and Poland to Croatia. Customers expect simple returns, free delivery and an instant response. Every delay means a return or a negative review.
The wider the range of sizes and variants, the more questions before purchase. The higher the return rate, the more communication after purchase.
Questions about sizes, size charts and availability in a specific colour — the highest volume of pre-purchase messages on Zalando.
Size, width, sole material — detailed questions that need a precise, fast answer to prevent a return.
Ingredients, allergens, expiry dates — the Beauty category on Zalando is growing. Customers expect reliable information before every purchase decision.
Marketplace365 supports sellers on all 22 Zalando markets — in each buyer's language, 365 days a year, including peak season.
We support sellers on every Zalando market — in the local language, in line with Partner Program requirements.
Onboarding takes a few days. We start by analysing your sales and communication on Zalando — with no commitment.
We learn about your products, your active Zalando markets, support languages and message volume. We identify where your team loses the most time — returns, size questions, after-sales communication.
We define the areas we cover: pre-purchase questions, returns and refunds, complaints, multilingual support on selected markets or seasonal peaks. We agree escalation and reporting rules.
We build a working model tailored to the specifics of the Zalando Partner Program. The scope scales as your sales grow or you expand to new EU markets.
| Aspect | Zalando | Amazon | eBay |
|---|---|---|---|
| Best fit | Fashion, Footwear, Beauty — 22 EU markets | Broad marketplace sales across many categories | Cross-border sales, new and used products, parts |
| Typical customer service challenges | High return rate, size questions, multilingual support, Partner Program KPIs | Account Health, A-to-z claims, risk of account suspension | Buyer Protection disputes, multilingual support, seller ratings |
| How MP365 helps | Multilingual returns handling, product communication, cross-border support on 22 markets | 24h support in 7 languages, phone escalations to Amazon SS | Multilingual support on 9 European markets, dispute management |
Yes. We support sellers active on all 22 Zalando markets — including Germany, France, Italy, Spain, the Netherlands, Belgium, Poland, Sweden, Denmark, Finland, Norway, Austria, Switzerland, the Czech Republic, Romania, Slovakia, Lithuania, Latvia, Estonia, Slovenia, Croatia and Hungary.
Yes. We handle communication around the whole return process — from initiation by the customer, through status updates, to the refund and any escalations. We can work both under the ZFS (Zalando Fulfillment Solutions) model and with returns handled by the seller in-house.
We focus on two areas: reducing returns caused by misunderstandings (for example, through precise answers to size and product description questions before purchase) and efficient, multilingual management of the returns that do happen — so that handling time is shorter and escalations are minimised.
Yes. We adapt the support language to the market you sell on — whether that means communication in German, French, Dutch, Polish or any of the other languages used on Zalando markets.
Yes. We can take over a selected scope — for example, only returns and complaints, only pre-purchase size questions, or communication on specific language markets. The model is flexible and can be extended as your sales grow.
Yes. Seasonal campaigns and End of Season sales are particularly intense periods for Zalando sellers. The Marketplace365 model can be scaled up during peak traffic without you having to hire extra temporary staff.
Yes. We know the specifics of the ZFS model and can adapt our communication support to the logistics processes and returns rules that apply in it.
Let's talk about the Marketplace365 model. 30 minutes — no commitment.
Book a free consultationTell us about your Zalando markets, return volume and multilingual support challenges. We will prepare a quote tailored to your scale.