Returns and Remissions Management

Returns and remissions management is another service provided to FBK sellers.

This includes providing a return label to customers, incoming goods inspection in the warehouse and further processing in accordance with the seller's Returns Settings in the Seller Portal. Returns to sellers and remission of FBK stock are also part of our service offering.

Returns

Return management comprises the following steps:

	1. Providing a returns label for customers
	2. Incoming goods inspection Packaging, contents and condition of the returned item are inspected and the physical goods are validated with the system.
	3. Payout to the customer for accepted returns As soon as the return has successfully passed the incoming goods inspection, the customer will be refunded the purchase amount.
	4. Categorisation of the goods into quality levels Returns which arrive in our warehouse are categorised into the following quality levels: A Quality: The packaging is undamaged and the item and accessories are complete. B Quality: The item has been tested by the customer and at least one of the original seals has been broken, but the operational components are complete. C Quality: The item is damaged, the basic functions are present and/or the operating components are missing. If sellers do not wish for items to be categorised in the FBK warehouse, they can opt out. In this case, all items will be processed further after the incoming goods inspection in accordance with the Returns Settings. To opt out of classification of your goods, select “Deactivate FBK returns process” in your Returns Settings in the Seller Portal, then specify how returns should be handled in the next step. The following options are available: Send back to your own warehouse: The product will be returned to your warehouse. Disposal: The product will be scrapped or recycled.
	5. Processing of the goods in accordance with the seller’s settings in the Seller Portal Sellers can decide how Kaufland should process returns of goods at each quality level. The following options are available: Return to the warehouse (only for A quality): The item is returned to FBK stock and can be resold. Remission: The items are stored and returned to the seller at least once a month, depending on volume. Sellers can request an extra remission of their FBK stock outside of the regular cycle. To do so, contact our FBK support at the following e-mail address: fbk-support@kaufland-marketplace.com. Disposal: The item will be disposed of.

Returns Process and Time Frame

The cancellation period specified by the seller in the Seller Portal also applies to FBK offers. The FBK returns process is covered by Kaufland for up to twelve months from the date of purchase. Repairs and subsequent deliveries are treated as a cancellation. The seller will manage returns which take place after more than twelve months from the date of purchase. In these instances, our customer service forwards the case to the seller, who then takes over the communication with the customers.

Costs

Costs for the returns process are charged to sellers in accordance with the current pricing (see FBK Conditions).

Remission from FBK Stock

Sellers have the option to request a remission of their FBK stock. To do this, the seller must complete the following file correctly and send it to our FBK support team at the following e-mail address: fbk-support@kaufland-marketplace.com.

Download Remissions Disposal Template