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Customer Enquiries

If customers have queries, complaints or other concerns about their orders, a ticket is created for the corresponding order via the ticket system. As a seller, you need to process these tickets as quickly as possible to ensure that your customer service KPIs are optimised.

You can find out more about this on our Service Performance page.

Where can I find my tickets?

In the Seller Portal, go to Ticket Management in the menu and then to Tickets.

The tickets are divided into three different statuses:

Open

Here, you will find tickets that still require processing and for which your answer is pending. You must answer these tickets within 48 hours (working days).

Waiting

All tickets for which feedback from the customer or customer service is pending are listed here.

Closed

All closed tickets that have been archived are displayed here. Only close a ticket when the customer’s query has been definitively resolved.

How do I process my tickets?

You can find your tickets on the Tickets page in your Seller Portal. Each ticket has an 11-digit ticket number. You can search for individual tickets by entering the order number or ticket number in the search field. You can also filter the tickets by topic and time period.

If you move the mouse over a ticket, the “Show order details” and “Process ticket” options are displayed. You can also click directly on the ticket to process it.

Customer enquiries can be processed directly in chat format. You will find all the information you need on the ticket processing page.

Under “Select action” you can choose between the following actions:

Help with customer tickets from the Kaufland Global Marketplace Seller Support Team

If you are unable to help the customer, you have the option of contacting our 1st level Customer Support, who will then take over further communication with the customer.

Please avail of our 1st level Customer Support if:

  • you cannot help the customer any further and need support clarifying the customer’s issue.
  • the customer’s concern is not directed at you.
  • customers have questions about invoices in the “fictitious supplier” model.
  • the customer’s question relates to Klarna, PayPal, payouts of credit, gift cards, etc.
  • customers have questions about the Kaufland Card and coupons.
  • customers have questions about login, changing their password, deleting their accounts, etc.

Here’s how to directly link 1st level Customer Support with a ticket:

  1. Click on “Select action” in the top right-hand corner of the ticket chat.
  2. In the drop-down list, go to “Notify customer service” and confirm your selection by clicking on the “Notify” button.
Working with text modules

You can use text modules to process recurring customer enquiries quickly and easily. In the Seller Portal, go to Ticket Management in the menu and then to Text modules.

Here you can create your own text modules for each sales channel, which you can integrate into your tickets with a single click. If you have opened a ticket, you will find your text modules below the message box. Click on the text field to display the option.

Cancellation policy

In the Seller Guidelines under point 11 and the General Terms and Conditions for Sellers (GTCs) under point 13, you will find all the guidelines on how to respond to customer cancellations, complaints and enquiries.

What will apply to you from 1st February 2026?

From 1st February 2026, sellers will be obligated to offer a valid return option in their initial response to return requests if customers exercise their right of revocation within the specified period.

You are obligated to offer a valid return option in your first response to return requests if:

  • the buyer exercises their right of revocation
  • the item is within the cancellation period
  • the buyer wishes to return the item for a refund (instead of repair/replacement/missing parts)


Example 1: A buyer wishes to return an item for a refund.

  • Correct procedure: In their initial response, the seller provides a return label and offers to let the buyer keep the item at a discount.
  • Incorrect approach: In their initial response, the seller offers to let the buyer keep the item at a discount, but does not provide a return label in the same message.

Example 2:
A buyer wants to return a bike rack on the grounds that it does not fit their car. The seller suspects that the buyer did not assemble the rack correctly, as similar problems have also occurred with other buyers.
Solution:
To comply with the policy, the seller can give the buyer tips on assembly or ask specific questions. However, the seller must offer a return solution in their initial response to the buyer.

FAQ – Cancellation policy
When do the GTCs come into effect?
  • The General Terms and Conditions (GTCs) will be effective from 1st January 2026.
  • A transitional period applies for the entire month of January 2026.
  • The implementation of the new cancellation policy will commence on 1st February 2026.
What happens if the guidelines are not followed?

If the guidelines for providing a return solution are not followed, resulting in a breach of the seller’s GTCs, Customer Service will take action. In this case, the order will be cancelled and Customer Service will immediately arrange for a full refund of the purchase price to the buyer. This refund will be issued in the name of and at the expense of the seller. This results in a seamless solution for the customer.

What constitutes a valid return option?

A valid return option is any option that allows the buyer to initiate the return of an item. Possible examples of this are:

  • a prepaid return label.
  • the seller’s return address – provided that the item does not exceed a value of 40 euros.
  • a URL for downloading a prepaid return label.
  • a refund without return.
  • a reference to a return label that is already included in the package.
Under what conditions does the policy apply?
  • The policy applies: if the buyer wishes to return the item within the cancellation period for a full refund.
  • The policy does not apply: if the buyer requests a repair, replacement, missing parts, etc. instead of a full refund.
Can I offer the buyer the option to keep the item in exchange for a discount?

Yes, you can continue to negotiate with the buyer or clarify any outstanding issues in order to convince them to keep the item. However, it is important that you offer a return solution in your initial response.

How do I get my goods back if the policy is implemented and the order is cancelled?

You may contact the buyer to arrange a return. In accordance with Kaufland Global Marketplace’s Seller GTCs, you have a period of four weeks to reach an agreement.