How do I process returns? (Germany)

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: https://www.galaxus.de/en/guide/7

Returns of non-defective goods must not be confused with service cases (see https://confdg.atlassian.net/wiki/spaces/PHCM/pages/171744273510 )

The returns policy is valid independently and parallel to the legal cancellation form, see https://www.galaxus.de/en/wiki/5641

The customer registers his return in the customer account and receives a return shipping label from DHL

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 https://confdg.atlassian.net/wiki/spaces/VG/pages/171075798335 )
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, Galaxus refunds the amount to the customer. The end customer is informed by email.
The DHL returns portal must be configured correctly, see https://confdg.atlassian.net/wiki/spaces/PHCM/pages/171019436928

The merchant processes all returns in the Partner Portal

A detailed guide for handling customer returns in the Partner Portal for marketplace merchants can be found here: https://confdg.atlassian.net/wiki/spaces/PHCM/pages/171187701650

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: https://confdg.atlassian.net/wiki/spaces/PHCM/pages/171187701650/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: https://confdg.atlassian.net/wiki/spaces/PHCM/pages/edit-v2/171187701650

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 https://confdg.atlassian.net/wiki/spaces/PHCM/pages/171642560981 must be transmitted.
When a return arrives, the case must be rejected or accepted with the corresponding EDI message as described in https://confdg.atlassian.net/wiki/spaces/PHCM/pages/171642561034 In the event of a rejection, the reason for rejection must be specified.

DE