Kaufland (née Real.de): returns
About this article
This article describes Kaufland's different kinds of returns and how ChannelEngine deals with them.
Table of contents
While most marketplaces only support one or two kinds of returns scenarios, Kaufland (née Real.de) supports three different kinds: returns created on the marketplace by the buyer (i.e.: marketplace returns); returns created by domestic merchants (i.e.: German); and returns crated by non-domestic merchants (which result in a cancelation refund on Kaufland).
ChannelEngine creates Kaufland returns based on the following reasons, one of which the buyer needs to select when requesting a return on Kaufland:
- Defective product
- Product not as described
- Product return
Note that the reason 'Product not delivered' does not result in the creation of a return on ChannelEngine.
Channel returns on Kaufland work in the same way as other marketplaces that support channel returns. ChannelEngine calls a return endpoint on Kaufland once every hour to check if there are new returns. If there are, those are saved on ChannelEngine with the status In progress. Those returns can be fetched via ChannelEngine's Merchant API, plugins (though not every ChannelEngine plugin supports channel returns), or the ChannelEngine web interface. If the item marked for return is received in good condition and the return is accepted, the return can be updated to Received so it can be exported and processed by Kaufland.
Kaufland supports two different types of merchant returns. The first one is for domestic merchants (i.e.: merchants with a German warehouse and VAT number). If you meet these requirements, make sure to enable Use the Kaufland return service setting in the Advanced settings section of the Setup page.
It is also required to enable the Kaufland return service in the Kaufland back-end. To do that, go to Shop Einstellungen, Retouren (Shop settings, Returns) on the Kaufland seller dashboard and toggle Bei Rückgabewunsch soll das real.de-Retouresystem genutzt werden (The real.de return system should be used if a return is requested).
Once those settings have been enabled, a merchant return can be created just like any other merchant return with one additional requirement: a comment has to be added and it needs to contain a text with at least five characters.
The other type of merchant return Kaufland offers is for non-domestic sellers. However, that does not result in a true 'return' but in a cancelation that triggers a refund. The buyer still get their money back, but this return flow works differently.
If you are a non-domestic merchant (i.e.: no German warehouse and VAT number) but do want to create merchant returns/refunds, enable the setting Use the Kaufland return service and merchant returns and leave Merchant is domestic seller disabled on ChannelEngine.
Once those settings have been enabled, a merchant return can be created just like any other merchant return.