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• “Closed”: All closed tickets that have been archived are displayed here.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:

• Display order details
• Partial refund
• Notify customer service (see Help with customer tickets from the Support Team)
• Cancel order unit
• Close ticket

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 1^st 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 1^st 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.