🇨🇭 How do I process returns?
Introduction
After receiving the order, the customer has the option to return the goods within the return period.
Details on the period and the return policy can be found here: 
Return policy - Galaxus
Returns of non-defective goods must not be confused with service cases (see 🇨🇭 How do I process warranty claims as a merchant?)
Basics & Processing Deadlines
To ensure smooth customer service, the merchant must in particular observe the following principles:
The return policy is part of the general terms and conditions and therefore also applies to merchants.
Customer returns must be processed in the Partner Portal within 24 hours after the arrival of the goods (see Annex 5 Service Levels Marketplace Switzerland)
The customer selects the packaging condition of the return (opened/unopened) – based on this, a possible deduction is calculated.
Customer returns may only be rejected in justified exceptional cases, for example if the product is damaged or incomplete.
As soon as the return has been processed and accepted, the amount paid in advance to the merchant for the mediated order will be charged back and the commission credited. In this case, Digitec Galaxus AG refunds the amount to the customer. The end customer is informed by email.
A detailed guide for handling customer returns in the Partner Portal for marketplace merchants can be found here: After Sales
Packaging Condition & Deduction
The packaging condition reported by the customer (opened/unopened) is visible in the Partner Portal.
For returned items in opened condition, the system automatically applies a deduction of 10% of the sale price or at least CHF 5.–. This deduction serves as a flat-rate compensation for handling costs.
Exception:
Certain products – e.g. clothing – can also be returned in opened condition without deduction. Details can be found in the return policy at Return policy - Galaxus
Differing assessment:
If the reported packaging condition is not correct, the case must be reported to the Digitec Galaxus customer service by email with photos.
After the clarifications have been completed, it is the merchant’s responsibility to send the rejected return back to the customer.
Data Transmission / Missing Registration
Manual processing (without EDI):
The return address is always the Return Material Authorization (RMA) address that the merchant provided during onboarding in the merchant registration. The Digitec Galaxus AG order ID (ORDER_ID) is stored by default in the barcode.
As soon as a returned item physically arrives at the merchant, they must first check whether the return was registered in advance by the customer. If this is not the case, the merchant must manually record the return in the Partner Portal. Guide: After Sales | Customer Return: Not Registered in the Customer Account
When a return arrives, the case must be accepted or rejected in the Partner Portal. In the event of a rejection, the reason for rejection must be specified. Partner Portal guide: Aftersales
Processing via an EDI interface:
The return address is always the Return Material Authorization (RMA) address that the merchant provided during onboarding in the merchant registration. The merchant’s order ID (SUPPLIER_ORDER_ID) is stored.
As soon as a returned item physically arrives at the merchant, they must first check whether the return was registered in advance by the customer. If this is not the case, the case must first be recorded and the EDI message according to Return Registration RETP must be transmitted.
When a return arrives, the case must be rejected or accepted with the corresponding EDI message as described in Supplier Return Notification SURN In the event of a rejection, the reason for rejection must be specified.
Instructions for merchants who import goods into Switzerland via the EU hub
Customers send the returns to Digitec Galaxus AG.
Digitec Galaxus AG checks whether the return period has been complied with and whether the item is in like-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 paid out in advance for the mediated order is deducted in the payout and the commission credited. 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 this is specified and the rejected return is sent back to the customer. The end customer is informed by email.
Twice a week, returns are exported via the EU hub and sent back to the respective marketplace merchant.
The allocation of the returns is based on the return label.