STUDY

Zara.com doubts
03 - My account

How to change the billing address? There are three ways to modify the address, two can be done by the customer
and one for a representative

From PC:

1)
3)
Important: The first address will be the
billing address for customer by
default.
If customer wants to change the
billing address should modify the first
one in case they have more addresses
Click on customer's name.
saved

2)

Click on account and addresses.

4)
Next to the addresses
there is a three points icon
when after click on it an
option to edit will show up.
Customer must click in edit
and complete the spaces
with the new address
 From Smartphone:

1) From the app the customer needs to 2) After this the customer has to touch on 3) When checking the address the
touch in the icon profile on the right side account and after that they must select customer can touch in the three points icon
addresses. and select edit to put the new address.
From Gipi by a representative:

1) With the command control + space bar we will open the quick search in Gipi, when there you will have to indicate
the system that you will look for an email by putting the letter E at the begining, after that put an space and put
customer's email address, add another space and then add Zara_US, which will indicate the market the account
belongs to

2) The system will show you a windows with all the customer's info. There you will have to click on change in the
main address section and modify the lines according to the new ones provided by customer

Note: If customer has more addresses previously saved in their account you will see all of them
in the address book section. Confirm with customer which one they want to modify, if it's the
one related to the billing address they want to modify then it will be always the main address.
04 Blocked account.
This kind of block is generated by customer when they try to enter with wrong password too many times, the way to
unblock the customer is through MOCA and it can be done by the agent no matter if junior or FCR.

1) Click on the upper bar in MOCA in "search"

2) Then you must click on contacts

3) There you must provide contact mail or phone number to locate customer's profile

4) You need to click in customer's name and you will open the contact information window, there you
only need to scroll down and click on unblock account, leave a comment is optional.
 DELIVERY
METHOD
For a fee
Delivery can be done within the next 3 - 5 days
Express delivery (depending the zone) - more expensive
HOME DELIVERY

For a fee
Delivery can be done within the next 3 - 5 days
Customers must show their ID to collect the order
Order will be returned if after 5 days it is not collected (depending on the
carrier)
DROP POINT

For free
Customer can select their closest store
Order will remain at the store during the next 15 laboral day, if after this it
has not been collected order will potentially be added to the store's stock.

STORE
PAYMENTH
METHOD

Customer cannot use two different payment methods to pay unless

the two payment methods involve a normal credit card plus a zara
gift card, any other convination is not possible.
 HOW TO
EXCHANGE
There are two ways to exchange an item in Zara, from store and online for online the customer needs
to meet some conditions to be able to request it.

Conditions to exchange online:

Customer should have made the order with a registered account and not as
a guest.
The payment method used for the purchase should be a method that allows
the system to create a debt, for example credit cards like VISA,
ONLINE MASTERCARD, and AMERICAN EXPRESS.
Online the customer can only change the size, not color or the item itself
The item in the new size must have availability
If customer meets those conditions the option will appear in the same section
for return, system will show them two options for return or exchange.

Conditions to exchange in store

The item must be available in that store.
No matter the payment method used, customer can go to the store and
STORE
request the exchange,
Staff will do the exchange by refunding the customer the first item and doing
a new purchase for the new size.
In store is possible to change the color of the item plus the size.
The exchange must be requested when item is still within the return period.
 HOW TO
RETURN
There are two ways to return an item in Zara, keep in mind that one of them is for a fee that will be
deducted from the amount to refund and the another one is for free. Let's check:

For a fee
Customer can create the return label by themselves from the web page or
app by selecting the item they want to return.
Not available for orders that were paid at till (Paid in store instead of using
the electronic system of the web.
Customer will receive a return label mainly from USPS or PUDO
DROP POINT

For free
Customer can go to the nearest store available to return.
Staff will check the item in order to confirm that it's in good condition and
they will proceed with the refund.
This is the only way for customers who have orders paid at till to return, not
possible to create exceptions unless a sensitive or situation of force
STORE majeure is reported by customer

Customer is informed that Items returned through DP has a maximum of 5 days to be picked up and
returned to the WH, after this the WH has other 5 days to check the status of the items and proceed
with the refund.
 GIFT RECEIPT
This option is for people who want to gift an item to someone else but are not sure if the item will fit
them or it will like them, with the gift receipt the person who receive it is able to return the item or
change it for something else, if customer chooses the refund to buy something later they will receive
the refund in a gift card instead of the original payment method. With this the customer will keep the
amount instead of returning cash to the person who bought the gift.

Gift ticket can only be requested by customer during the purchase, this
can't be done by the representative when the order is already placed.

The gift receipt contains a code of 22 digits and inside of that code you will
find the order number to look for it in Gipi-MOCA (This information is
internal and should not be shared with the customer)

Only an order with the gift ticket activated will allow you to put the amount
in a gift card, for orders which do not have this option activate the only
option is to refund them in the original payment method.

Orders with gift ticket can be returned in store by showing the receipt or
online by putting the 22 digits code in the gift receipt section of the web
page.
 JOIN LIFE
Initiative promoted by Zara in which they offer the possibility for their customers to return household
linens, footwear, accessories, and even jewelry, from different brands for reciclying and donate it to
communities around the world.

Products donated will be:

Donated to people in need.

Sold through the charity channels of the non-profit organizations in order to finance their social
projects.

Reused and transformed into other textile products such as cloths or rags.

Recycled into new materials and fibers destined for the construction and automotive sectors (filling for
seats, cushions, etc).

Items of clothing that cannot be reused or recycled because of health and safety reasons or due to the
quality of their materials are subjected to a strict waste management process.

Customer can only request a pick up service in: Spain (except canary islands), Paris, London, New York,
Shanghai, Beijing, Guangdong, Zhejiang and Jiangsu.
Customer who wants their clothes to be collected can request a join life label when placing a new
order with Zara, with this the carrier will take the new order to their home and will also collect the
donation.