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.

• 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:

1. Select Automation rules in the Returns Settings of your Seller Portal and click the “Create new rule” button.
2. Select the sales channel for which the rule is to be created.
3. Name the new rule and set a price limit (minus the shipping costs) at which the rule should apply.
4. 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.