Returns Settings
Where do I find the returns settings?
You can process your returns in the Returns Settings of your Seller Portal.
There are three different ways you can process your returns. Please refer to the information on returns processing in the Seller GTCs (see item 12).
Option 1: Kaufland Global Marketplace returns label programme (for Kaufland.de)
Requirement
You have your own returns contract with DHL and a German return address.
A return label – tailored to your DHL returns conditions – is automatically created for your customers. To make use of this option, you must enter your DHL user name, your DHL Receiver ID for Germany and your DHL password in the window. Enter the amount to be deducted from the customer’s credit note for returns under the €40 free returns limit in the “Price per return for the customer” field. In this case, the return costs may not exceed €5. After clicking on “Save access data”, you should receive a test label if the linking was successful.
FAQs about Kaufland.de’s return system
How much does using the Kaufland.de return system cost?
Use of the return system is free of charge for you. The only costs you or the customer will incur are for the return labels, as per your return conditions.
Do I have to use the Kaufland.de return system?
Of course not.
Can I also make use of the return system in cases where the customer bears return costs for goods under €40?
Yes. If the customer is responsible for carrying the return costs, you will be paid the costs for your return label. You can specify the price paid by the customer for returns in your return conditions.
When is the refund to the customer initiated?
The refund to the customer is initiated as soon as you have confirmed receipt of the return. If the return is not processed within 3 working days of receipt, it will be confirmed automatically. During these 3 working days, you have the option of rejecting the return and contacting the customer.
When is the customer provided with a return label?
The return label is provided to the customer immediately after their cancellation request. You do not have to do anything else. Of course, you always have the option of rejecting a return and contacting the customer. The delivery service will only charge the return label if it has been used by the customer.
How do I provide the customer with the return label?
If the customer is not able to find the request return label function, you can also initiate the return via the Order Management area. Please use the search field above to find the order number. If you move the mouse over the order item, a menu will appear on the right that you can click on. Select “Initiate return”.
I ship some of my products using hauler delivery and direct communication with my customers is crucial for me. How can I use the return system and still be able to contact my customers for their hauler deliveries?
The return system is only used for package deliveries. In the case of hauler deliveries, a ticket is always opened so that you are able to directly contact your customers. Please note that a shipping group must be entered in the offers.
How can I be sure that the customer won’t return the goods after the revocation period?
Customers are only able to initiate a return before your revocation period expires. You can specify the revocation period for your items in your return conditions.
How can I protect myself against the misuse of returns?
For every return, you always have the option of rejecting a return and contacting the customer. If the return is rejected, a ticket will be opened automatically. Using our return system allows our customer service to offer you the best possible support.
How are “freight collect” packages handled?
We do not send any packages freight collect as the customer always receives a return label in the event of a return, which the delivery service invoices directly to the seller. The cost acceptance of the return is determined by your return conditions settings in the seller area.
Option 2: Send an individual message (for Kaufland.de, Kaufland.cz, Kaufland.sk, Kaufland.pl, Kaufland.at)
You can save a pre-formulated message here that will be shown to the customer when they initiate a return. After selecting this option, a text field opens in which you can enter your automated response for customer returns requests initiated within the scope of the return process. Once selected, the Auto reply text tab appears, allowing you to edit your response for all marketplaces at any time.
Option 3: Open ticket (for Kaufland.de, Kaufland.cz, Kaufland.sk, Kaufland.pl, Kaufland.at)
The third, “Create a ticket” option allows the customer to contact you to process the return. This means that every customer request for a return opens a new ticket. As usual, requests can be processed using the Tickets menu item.
Where can I enter my return address?
You can create and edit your return address for each added marketplace (select in the upper tabs) in the Returns address tab. Save your details by clicking the Save button.
Where can I adjust the revocation period for my sold items?
You can adjust the revocation period for all added marketplaces (select in the upper tabs) in the Returns conditions tab. The default standard setting is 14 days. According to the Seller GTCs (see item 12.1.2), free return shipping is required for orders over €40. To increase customer satisfaction, you can also choose free return shipment for all of your orders by selecting “Returns should be free of charge for all my products”.
How do I create the rule for returnless refunds?
You have the option of creating automation rules for your returns and offering refunds without the customer having to return the item. This service is free of charge and includes no additional fees for you as a seller.
As soon as the rule you define applies to an order that the customer wants to return, a refund will automatically be triggered. Kaufland Global Marketplace will then inform the customer about the initiation of the refund and that a return of the item is not necessary.
To create a rule for returnless refunds, proceed as follows:
- Select Automation rules in the Returns Settings of your Seller Portal and click the “Create new rule” button.
- Select the sales channel for which the rule is to be created.
- Name the new rule and set a price limit (minus the shipping costs) at which the rule should apply.
- You also have the option of adding further conditions based on category or reason for return.
You can change or delete the rule at any time. An overview of all returnless refunds can be found in the overview in the Returns Settings. In addition, we will inform you via e-mail as soon as an automated refund has been carried out.
FAQ
Why can’t I initiate a return even though I have entered my DHL credentials?
Please check whether the credentials provided are valid and correct. Pay particular attention to whether you have copied any spaces into the fields.
What happens if a customer initiates a return through customer service?
If the customer contacts customer service directly to initiate a return, the returnless refund will be carried out manually by customer service following the rules you have set. You don’t have to do anything else.