How do I process returns?

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

  Open

  

• 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. If you process the return via EDI interface with Digitec Galaxus, your order ID (SUPPLIER_ORDER_ID) will be stored. As soon as returned goods physically arrives at your premises, you must first check whether the return has been registered by the customer in advance. 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 https://confdg.atlassian.net/wiki/spaces/PHCL/pages/168689834178 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 the CMI. If rejected, the reason for rejection must be provided.

  • Automated processing: The case must be rejected or accepted with a https://confdg.atlassian.net/wiki/pages/createpage.action?spaceKey=PI&title=Supplier%20Return%20Notification%20%28SURN%29. 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.

Returns with packaging status ‘opened’

For returned items that have been opened, the system deducts 10% of the sales price or at least CHF 5. This deduction serves as a flat-rate compensation for processing costs.

Exceptions:

Certain products – e.g. clothing – can be returned even if they have been opened without any deduction. Details can be found in the official Return policy - Galaxus . The packaging condition reported by the customer (opened/unopened) can be viewed in the partner portal.

Different assessment:

If the reported condition is incorrect, the return may be rejected. The case must then be reported to Customer Service by email and include photos. The relevant email address is linked here: https://confdg.atlassian.net/wiki/spaces/PH/pages/169637973271

• Customers send the returns to Digitec Galaxus.

• Digitec Galaxus AG verifies whether the return period has been complied with and whether the item is in as-new condition. If the criteria are met, Digitec Galaxus AG accepts the return in the partner portal.

• If the return is accepted by Digitec Galaxus AG, the amount previously paid out for the mediated order is deducted from the payout and the commission is credited accordingly. In this case, Digitec Galaxus AG refunds the amount to the customer. The end customer is informed by email.

• If the return is rejected by Digitec Galaxus AG, the reason for rejection is stated and the rejected item is returned to the customer. The end customer is informed by email.

• Twice per week, returns are exported via EU hub and sent back to the respective merchant.

• Returns are allocated based on the return label.

Good to know: If the customer registers a return for an opened product, 10% or at least CHF 5 of the sales price will automatically be deducted by the system—this is compensation for your processing costs. An exception applies to products that, according to our Return policy - Galaxus, can be returned opened without any deduction (e.g., clothing).

• 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 https://confdg.atlassian.net/wiki/spaces/PHCL/pages/168689834178 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 https://confdg.atlassian.net/wiki/spaces/PHCL/pages/168689834146. 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.