What does the service include?
🗣 Responding to customer inquiries in their language
💬 Communication with Kaufland
🏢 Return address in Germany
🚚 Bulk return shipment to your address
👉🏻 Kaufland evaluates the quality of your seller profile based on several factors, one of which is the speed of responses to customer inquiries. Repeated failure to comply with Kaufland's conditions can result in account suspension!
👉🏻 Our customer support service also includes local return addresses in Germany along with the management of reverse logistics.
What does Kaufland require from your support?
🗣 Every inquiry must be answered within a maximum of 48 hours (only business days are counted). Each response must be in the language of the respective customer. A certain formal style must always be maintained (such as greeting, thanking, etc.).
Why do you need our customer support when you have your own?
Our customer support speaks excellent German.
Every inquiry will be answered within a maximum of 48 hours.
We strive for the highest possible customer satisfaction, and our way of responding helps prevent potential complications.
Over time, we have gained experience in communicating with Kaufland, protecting the health of your account, and contributing to higher satisfaction for both you and your customers.
As part of our customer support, we act as an intermediary between you and the customer, so only relevant information reaches you. This saves you time and money.
Most inquiries are of the type "Where is my product?" or "The product arrived damaged," etc. In such situations, we have our own automated responses.
We handle A-to-Z claims (serious complaints escalated to Kaufland itself), which could threaten the health of your account and potentially lead to suspension.
Returns and Complaints
We assist your customers with the return process.
We also help you manage complaints to avoid unnecessary shipping of goods back to you or the manufacturer.
Together with our partner carrier JAPO Transport, we arrange the transport of returned goods directly to your address.
Local Return Address in Germany - We will set up our local foreign addresses for you, and you provide us with the address of your warehouse in the Czech Republic (or Slovakia), where we will deliver the returned goods.
Goods are delivered to you by the carrier JAPO. The frequency is usually once every 14 days or once a month, or sooner if you have more returns and JAPO is scheduled to pick up parcels from you.
What do we need from you to ensure everything runs smoothly?
A contact person with whom we can communicate regarding inquiries about your products.
Timely refunds for returned goods, cancellations, and any complaints.
We will link your account with our communication application.
We will set up processes on how to proceed in specific cases.