Returns on Kaufland: returns settings, return label programme and refunds explained

Where the returns settings are

In the Seller Portal under Returns settings you define how returns are processed; Kaufland refers to the rules in the seller terms and conditions. There you also store your return address and can adjust the revocation period for sold items. Kaufland names four ways of processing returns – the best known is the return label programme.

The return label programme with DHL

Requirements are your own returns contract with DHL and a return address in Germany. You enter your DHL user name, receiver ID for Germany and password; after saving you should receive a test label. From then on, according to Kaufland, the customer gets the label immediately after the revocation request without you doing anything. Use of the system is free; the carrier only charges labels that were actually used. If a customer cannot find the label, you can trigger the return yourself in the Orders area via "Initiate return".

Who pays for the return shipment?

For returns under the €40 free-returns limit you can enter an amount in the "Price per return for the customer" field that is deducted from the customer's credit note – according to Kaufland at most €5. If the customer bears the return costs, you are paid the costs of your label. Which rule applies to which case is defined in your returns conditions.

Refund: 3 working days after receipt

The refund to the customer is initiated as soon as you confirm receipt of the return. If you do not process the return within 3 working days of receipt, it is confirmed automatically. Within these 3 working days you can also reject a return and contact the customer – for example for a wrong or damaged returned item. Logging incoming goods daily keeps this deadline under control.

Returns without a return shipment

For cheap items where the return shipping costs more than the goods, Kaufland offers a rule for returnless refunds in the returns settings. You define for which cases the customer may keep the item and still be refunded – saving postage, handling and often a ticket.

Returns and your KPIs

Returns themselves are not a service KPI – but everything that goes wrong around them is: a ticket for "defect/damage" or "incorrect delivery" counts in the seller-related ticket rate, a late refund produces queries (service KPIs explained). Reduce the causes: complete product data and images so the customer gets what they expect (product data), realistic delivery times (delivery time) and careful packaging. Return rates per product also reveal which listings raise expectations the product does not meet.

Frequently asked questions