Merchants - After Sales
Introduction
This page explains the process for handling customer returns and service cases in the Partner Portal for marketplace sellers.
Marketplace sellers are responsible for managing customer returns (non-defective products) and service cases (defective products). These must be processed in the Partner Portal within one business day.
Overview of Customer Returns
General Information
A customer has the option to return ordered goods within the return period ("Customer Return").
The customer can register the return via their customer account and use the return label provided by Digitec Galaxus ("registered customer return").
If a customer does not register the return through their customer account, the customer returns must be recorded manually in the Partner Portal on behalf of the customer. If a customer uses their own return label despite the registration process, the customer return can be searched under the Customer Returns Overview.
Customer returns must be processed within 24 hours of the goods' arrival.
Customer Return: Registered in Customer Account
An overview of customer returns that have already arrived can be found on the homepage of the Partner Portal. By clicking on the link, all delivered but not yet processed customer returns will be displayed.
If no delivered customer returns have been recognized by the system, the link will be replaced with "no pending tasks."
All customer returns must be processed within one business day.
Alternatively, under “After Sales,” the option “Customer Returns Overview” can be selected.
This route provides access to all registered customer returns.
Customer Return: Not Registered in the Customer Account
If there is no registration for the customer return, the return can be identified using the sender's address on the package (e.g., the customer's name and address). Compare the customer's name with the order number in your internal system, then search for the relevant order in the Galaxus Partner Portal under the tab Orders > Order Overview using this order number in the advanced search. Set the status in the search to "Shipped" – only these orders can be processed as returns.
The return can then be registered and processed on the order via Marketplace Returns > Register New Return.
Customer returns without registration must also be processed within one business day.
Processing customer returns
All customer returns are listed in the Customer Returns Registrations section. You can use the Advanced Search function to search for returns based on customer details (e.g. surname). Clicking on the ID on the far left opens the respective customer return with all relevant information.
Advanced search fields
Return registration ID | The unique identification number of the customer return |
Merchant order number | The order number from Digitec Galaxus to the merchant (purchase order) |
Status of customer return registration | Here you can filter the systemic status of the return. The "Registered" status is particularly relevant for retailers. This includes all cases that have been registered by the customer but have not yet been processed. |
CustomerReturnDeliveryTrackingStatus | Here you can filter the delivery status of the return. New: Label has been created but not yet sent. Dispatched: Sent but not yet arrived. Delivered: Sent and arrived according to tracking. |
Date of entry from/to | Here you can restrict when the return was recorded, e.g. to search for cases from a specific period. |
All relevant information about the case is visible on the respective customer return. In addition to general information such as the customer's name, detailed information about the case can be viewed:
order number | The order number from Digitec Galaxus to the merchant (purchase order) |
Id | The unique identification number of the customer return |
Customer returns Delivery method | Shows the shipping method used to return the item to the retailer. |
Return link | The link for tracking the return shipment |
Without return shipping costs | Customer information – not relevant for retailers. |
Recorder | The name of the customer |
date of entry | The time at which the customer notified the return. |
reason for return | The customer selects the reason for return themselves and can also enter a comment, which is visible here. |
Item Status | What is the status of the case? A new case is always ‘Registered’ until the dealer processes it. |
Packaging condition return | When registering the case, the customer selects ‘Opened’ or ‘Unopened’. For an opened return, the customer will receive a 10% discount. |
The merchant can now process the case:
The return can be accepted using the pencil icon.
Select ‘Accepted’ and click on the save icon:
The ‘Accepted’ status triggers the refund of the purchase price to the end customer via Digitec Galaxus.
If a case has already been marked as ‘Obsolete’ in the system, no further action is required on the part of the retailer. (Example: The customer does not send in the item for a long time, so the service case is ‘Obsolete’.)
If the case is still ‘Registered’ in the Partner Portal but the return period has already expired, the case can also be set to ‘Obsolete’ by the partner.
Customer returns can only be refused in justified exceptional cases, for example if the product is damaged or incomplete.
Overview of Service Cases
General
In the event of a warranty or DOA case, the customer has a contractual right to a solution (e.g. replacement, repair or credit note).
Processing the service case
An overview of registered service cases is available in the menu under
After Sales → Overview of Service Cases.
This view displays all service cases that have been recorded in the Partner Portal, regardless of whether the goods have already arrived or not.
No information on service cases is displayed on the Partner Portal home page. Therefore, the menu must be accessed daily.
All service cases can be found in the Service Cases Overview section, where you can also search for specific service cases:
Clicking on the link on the far left opens the respective service case with all relevant information.
Now the status of the service case must be updated according to the solution that has been implemented.
Attention
Clicking on Credit Note, Partial Credit Note, Product Repaired or Product Replaced only updates the status of the service case in the system, but does not trigger any further steps or financial flows.
The retailer must contact the customer directly and initiate the solution themselves. For example, in the case of a repair, they must return the repaired product to the customer themselves, or in the case of a credit note, they must ask for the customer's bank details and transfer the sales price directly.
Special types of guarantees
Repairs subject to a charge
If a customer submits a service request for an item for which the warranty/statutory guarantee has expired or has lapsed due to physical damage to the product, the item may be repaired or replaced at a charge.
If repair or replacement is possible, the retailer must provide the customer with a cost estimate in advance. The customer can accept or reject this quote. If rejected, it must be clarified with the customer whether the item can be disposed of directly. Otherwise, the item must be returned to the customer.
This must be clarified and handled individually between the retailer and the customer and is not done automatically via Digitec Galaxus AG.
Enjoyment guarantee
The enjoyment guarantee covers the most common wine faults:
TCA contamination (cork taste/cork taint)
Second fermentation (‘sparkling’ taste)
Reduction, too little oxygen during fermentation (tastes like rotten cabbage)
Oxidation, too much oxygen during fermentation (tastes like sour apple)
No entitlement to enjoyment guarantee
The customer did not like the taste
If a customer has received bottles with wine faults, a solution must be sought immediately with the customer.
This must be clarified and handled individually between the retailer and the customer and is not done automatically via Digitec Galaxus AG.