Kaufland (née Real.de): returns
Table of contents
While most marketplaces only support one or two types of returns scenarios, Kaufland (née Real.de) actually has 3 different return scenarios that can occur. A return created at the marketplace by the buyer (a channel return), a return type that is created by the merchant who is a domestic (German) seller, or a merchant return for non-domestic sellers that create a 'cancellation refund' at Kaufland.
Channel returns for Kaufland work the same way as is the case for other channels supporting channel returns. ChannelEngine calls a return endpoint at Kaufland once every hour to check if there are any new returns. If there are, these are saved in ChannelEngine with the status 'In Progress'. These returns can be fetched via our merchant API, plugins (not every ChannelEngine plugin has support for channel returns), or the ChannelEngine web interface. If the items that are marked for return are received in good order and the return is accepted, the return can be updated to 'Received' in order to be exported and processed by Kaufland.
As stated in the introduction, Kaufland has 2 different types of merchant returns which can be used. The first one is for domestic sellers (sellers with a German warehouse and VAT number). If you comply with these requirements and are a domestic seller that can use the Kaufland return service, please enable both the setting "Use the Kaufland return service and merchant returns" and "Merchant is domestic seller".
The enabling of the Kaufland return service also has to be done in the Kaufland backend in order for this to work. To enable the Kaufland return system, Go to the Kaufland seller dashboard and Navigate to 'Shop Einstellungen' > 'Retouren' > toggle 'Bei Rückgabewunsch soll das real.de-Retouresystem genutzt werden.'
The direct link to this page is https://www.real.de/seller/sellersettings/retoure/.
Once these 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 5 characters.
The other type of merchant return Kaufland offers is for non-domestic sellers. However, this will not result in a true 'return' but in a cancellation triggering a refund. In the end, the buyer will still get his money back, but this return flow does work differently on an underlying level.
If you are a non-domestic seller (so no German warehouse and VAT number), but do want to create merchant returns (refunds), make sure to enable the setting "Use the Kaufland return service and merchant returns" and leave "Merchant is domestic seller" disabled.
Once these settings have been enabled, a merchant return can be created just like any other merchant return.