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Overview: Merchant Programme

3 How do I deal with returns and warranty claims?

Child pages (Children Display)
page3 How do I deal with returns and warranty claims?

Customers may return the goods within 14 days of receiving an order. This is done by registering the return in the Galaxus customer account. Our customers receive a business reply label (GAS) from the Swiss Post.

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the return period. The return periods are shorter for Swiss customers than for EU customers:

  • Digitec Galaxus AG: 14 days

  • Galaxus Deutschland GmbH: 30 days

Read below the instructions that apply to you.

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🇨🇭 Instructions for traders who deliver to customers in Switzerland.

  • The customer registers the return in their Galaxus customer account. They receive a GAS label from Swiss Post:

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  • The address is always the Return Material Authorization (RMA) address that you entered in the merchant registration form. The order ID of Galaxus is stored by default in the barcode.

With fully automated merchants, the order ID of the merchant is also stored.As soon as a return arrives, you must

  • If you process the return via EDI interface with Digitec Galaxus, your order ID will also be stored. As soon as returned goods physically arrives at your premises, you must first check whether the return has been registered

in advance

  • by the customer in advance. If this

isn’t the case, then

  • is not the case, the case must first be registered:

    • Manual processing: If you process returns manually, you must manually

register

    • record the return

of the goods

    • in the Customer Management Interface (CMI).

    • Automated processing: If

you

    • we have implemented an EDI interface with you, the EDI

message «Return notification»
created

    • transmitted.

You have the option of accepting or rejecting the return:

  • When a return arrives, you have the option to accept or reject the goods:

    • Manual processing: the case must be accepted or rejected in the CMI. If rejected, the reason for rejection must be provided.

    • Automated processing: The case must be rejected or accepted with a Supplier Return Notification (SURN). If rejected, the reason for rejection must be provided.

  • If the return is accepted, you will be invoiced for the amount paid in advance for the referred order and the commission will be credited. In this case, Galaxus will refund the amount to the customer. The customer will be informed via e-mail.

  • If the return is rejected, you must provide a reason and send the rejection back to the customer. The customer will be informed via e-mail.

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🇨🇭 Instructions for traders importing goods to Switzerland via the EU-Hub

  • Customers send the returns to Digitec Galaxus.

  • Digitec Galaxus AG checks whether the return deadline has been met and whether the item is in mint condition. If the criteria are met, Digitec Galaxus AG accepts the return in the Customer Management Interface (CMI).

  • If the return is accepted, you will be invoiced for the amount paid in advance for the referred order and the commission will be credited. In this case, Galaxus will refund the amount to the customer. The customer will be informed via e-mail.

  • If the return is rejected, you must provide a reason and send the rejection back to the customer. The customer will be informed via e-mail.

  • Once a week, the returns are exported via the EU Hub and sent back to you.

  • You allocate the returns according to the return label. If a case cannot be assigned, please contact our customer service.

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🇪🇺 Instructions for suppliers who deliver to customers in the EU

  • Customer registers the return in their Galaxus customer account

  • Shipping label as well as shipping instructions are automatically provided to the customer via DHL Returns Portal.

  • As soon as returned goods physically arrives, you must first check whether the return has been registered in advance by the customer. If this is not the case, the case must first be registered:

    • Manual processing: If you process returns manually, you must manually record the return in the Customer Management Interface (CMI).

    • Automated processing: If we have implemented an EDI interface with you, the EDI Message Return Registration RETP must be transmitted.

  • When a return arrives, you have the option to accept or reject the goods:

    • Manual processing: the case must be accepted or rejected in CMI. If rejected, the reason for rejection must be provided.

    • Automated processing: The case must be rejected or accepted with a Supplier Return Notification SURN. If rejected, the reason for rejection must be provided.

  • If the return is accepted, you will be invoiced for the amount paid out in advance for the mediated order, and the commission will be credited. In this case, Digitec Galaxus will refund the amount to the customer. The sales fee settlement is always billed at the beginning of the month between the 1st and the 5th consolidated on a monthly basis by Digitec Galaxus.

  • If the return is declined, you must provide a reason and return the declined return to the customer. The end customer will be informed via email.

🇩🇪 DE