Return Settings
Where do I find the returns settings?
You can process your returns in your Seller Portal under Returns Settings.
There are four different ways of processing your returns. Please refer to the information on returns processing in the Seller GTCs (see item 13).
Option 1: Kaufland Global Marketplace return label programme (for Kaufland.de)
Requirement
You have your own return 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 Returns 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 bearing 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 Returns 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, you can also initiate the return via the Orders area. Please use the search field above to find the order number. If you hover over the order item with your mouse, you will see three menu options on the right that you can click on.
Please select the option ‘Initiate return’ from there.
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. For 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 return period?
Customers can initiate a return until their return period expires.
You can set the return period for your items in your Returns conditions
.
How can I protect myself against the misuse of returns?
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?
Customers always receive a return label in the event of a return, which the delivery service invoices directly to the seller. Therefore, no packages are shipped with shipping costs included. The cost acceptance of the return is determined by your Returns conditions settings in the Seller Portal.
Option 2: Automated DPD returns processing
The automated DPD returns integration is designed for sellers who already have their own contract with DPD and wish to automate their returns processing. It saves you valuable time, speeds up refunds for our mutual customers and enables you to make the most of your individually negotiated DPD rates. The integration is a free feature and uses your existing DPD contract details.
How automated returns work
- Automated return label generation: As soon as a customer requests a return, the platform automatically generates a DPD return label by entering your DPD contract details. You do not need to intervene manually.
- Multi-channel activation: You can configure DPD returns for all Kaufland sales channels (DE, AT, FR, CZ, PL, SK, NL, IT) via a central settings page. Entering your login details just once allows you to set up all sales channels.
- Price adjustment per sales channel: Set the price for the returns label individually for each sales channel in the relevant local currency (EUR, CZK, PLN). Important: The maximum price for a return label is €5.00.
- Return address confirmation: Confirm or edit the return address to which all DPD packages should be sent. You can set the address separately for each selected sales channel. Important: DPD returns are currently only supported to addresses in Germany.
- Handling of hazardous goods: Offers classified as hazardous goods are excluded from the system’s automatic return label generation. For these offers, a manual return ticket will be created instead, so that you can process the return in accordance with the regulations.
Setting up automated DPD returns
Follow these steps to set up the feature in your Seller Portal:
- In the Seller Portal, go to Settings > Returns settings.
- In the Returns process section, click on the Set up DPD tile.
- Enter your Delis ID and your DPD password.
- Set the price for return labels for each desired sales channel (e.g. in EUR for Kaufland.de). Important: Please note that the maximum price per return label is €5.00.
- Confirm the return address. Please ensure that it is entered correctly. Important: The return address provided must be in Germany.
Note: There are two prerequisites for using this function:
- An existing DPD contract. If you do not yet have one, please complete the application via the DPD Business Customer Enquiry form.
- DPD API login details (Delis ID and password). If you do not have your login details to hand, please contact DPD directly.
If you already have a DPD contract, you can request your login details directly from DPD. Once you have submitted the form, you will usually receive it within 1–2 working days.
Don’t have a DPD account yet? First, sign a contract via the DPD Business Customer Enquiry portal, and then request your login details.
FAQs on automated DPD returns processing
Can I use the automated DPD returns process for all my Kaufland sales channels?
Yes, you can set this up once and apply it to all your Kaufland sales channels (DE, AT, FR, CZ, PL, SK, NL, IT).
What happens if I sell hazardous goods via the Kaufland marketplaces?
Offers classified as hazardous goods are automatically excluded from the automated label generation process. For these offers, a manual returns ticket will be created instead, so that you can process the return manually and in accordance with the regulations.
Is there a cap on the price I can set for a return label?
Yes, the maximum price you can set for a DPD returns label is €5.00.
Will the buyer receive a QR code for the DPD return?
No, unlike DHL returns, the DPD integration generates only a printable PDF label for the buyer. No QR codes are provided for drop-offs at parcel shops. The buyer must print out the label themselves.
What happens if the 3-day deadline for processing the return is exceeded?
If a return is not processed within three working days of delivery, the system will automatically authorise the refund to the buyer, in the same way as with the DHL integration.
Option 3: Send an individual message (for all sales channels)
You can save a pre-formulated message here that will then be shown to the customer when they initiate a return process. After selecting this option, a text field opens in which you can enter your automated response for customer return requests initiated within the scope of the return process. Once selected, the automated response tab appears, allowing you to edit your reply for all marketplaces at any time.
Option 4: Open a ticket (for all sales channels)
The third option, “Open ticket”, 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?
Option 1: You can create and edit your return address for each added marketplace (select in the upper tabs) in the Return address tab. Save your details by clicking the Save button.
Option 2: Enter the warehouse as the shipping address when creating the order.
- To do so, open the Seller Portal, navigate to Warehouse Settings and add a new warehouse.
- Go to Use as return address for the following sales channels: and select all the sales channels which will use this warehouse as a returns address.
The field for the return address is only visible on the “Add Warehouse” page. The returns address is not visible if you are editing existing warehouses. You can continue to manage and update your return addresses separately under Returns Settings in the Seller Portal.
Where can I adjust the revocation period for my sold items?
You can adjust the return period for all added marketplaces (select in the upper tabs) in the Returns conditions tab. The default standard setting is 14 days. Free return shipping is required for orders over €40 in accordance with the Seller GTCs (see item 13.1.2). 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”.
If the purchase price of the returned product exceeds €40.00/990 CZK (€40.01 EUR/990.01 CZK) excluding postage costs and excluding discounts activated by the customer), the seller shall bear the costs of the return.
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 is automatically triggered. Kaufland Global Marketplace then informs 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:
- In the Returns settings in your Seller Portal, select Automation rules 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 Return Settings. In addition, we will inform you via e-mail as soon as an automated refund has been carried out.
Frequently asked questions
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. Please take particular care to ensure that you have not 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 performed manually by customer service according to the rules you have set. You do not have to do anything differently.