Zalando Order Handling

As the options in zDirect are limited to altering an order's status, every part of the order handling has to happen through the API. Therefore, to be able to sell on Zalando, it is required to also use an order connection in Channable. See if your webshop platform is supported for an order connection in this article.

There are 3 actions you need to take regarding order fulfillment:

• Shipment confirmation;

• Indicating an order item as returned;

• Canceling orders.

If, for any reason, handling the above actions is not possible for you, there is an option in the Channable tool for each of these actions. We will explain how these three options work in this article, or at least how they work within Channable.

For more information about order fulfillment in Zalando, see this page.

Return tracking code (Shipment confirmation)

When processing Zalando orders, it is crucial to guarantee that customers receive a return track and trace code along with a return label to facilitate any potential returns as Zalando requires it. This means that every order must contain an associated return tracking code.

It is important to keep in mind that since this step is mandatory when working with Zalando, Channable requires the submission of this return tracking code to confirm any order.

Automate return tracking code

Channable supports the following imports for automated return tracking code capabilities:

• Shopware 5 & 6

• WooCommerce

• Shopify

• Magento

In order for Channable to effectively process returns, it is necessary to manually enter return tracking keys into designated fields on these platforms. A detailed guide on how to set up each platform to handle return tracking keys for Zalando and OTTO can be found here.

Submitting the return tracking code in Channable

If, for any reason, we do not support shipment updates, you can use the "Confirm shipment" option in the tool and manually provide the return tracking code.

1

An order is placed on Zalando

Channable will pick up and create a new order in your order processing system.

2

Create tracking codes

During order processing, create a tracking code and a return tracking code.

3

Open the shipment confirmation screen

Once the order is marked "Shipped", fill in the return tracking key in your Channable account by going to: Orders > Processed Orders > Click on the order that should be processed > "Shipment confirmation"

The following screen will open:

4

Insert tracking information

Insert the Tracking code and the Return Tracking Code.

5

Send shipment confirmation

Click "Send shipment confirmation" and Channable will update the order on Zalando.

Returns

When shipping a package, it is essential to include a return label that the end customers can use to return the item to you. You will not receive a notification from Zalando when an item is returned; instead, you will only be informed when the return package is received at your warehouse.

Additionally, you must indicate to Zalando that an item has been returned. Within Channable, there is an option to process returns (see image below). You can specify which items and in what quantity were returned for each order. Once this is completed, we will send an update to Zalando to notify them that the items have been returned. Zalando will then handle any necessary refunds. It is your responsibility to update the stock in your backend system accordingly

Canceling orders

If an order has the status not_shipped, manual or waiting, a button is shown in the top right corner of the order to cancel the order. If you cancel an order, as with returns, you will have to adjust the stock in your backend yourself.