Accept or reject Kaufland returns

The four decisions, refunds and new returns

Accept

The buyer gets the refund, and Sellgrip shows the amount first. You confirm with a tick, because this is final.

Reject with a reason

Six ready-made sentences for the buyer, such as “Item used” or “Return period expired”. Sellgrip sends them in the language of the Kaufland country the return came from, and shows you what they say in your own language. You add to them or write your own under “Other reason”.

Repair

You repair the item instead of refunding. Kaufland gets the notice without further text.

Clarify

You ask the buyer a question, and the return moves to “Clarifying”. After that you decide as usual.

Refund without a return

Refunding in Orders is part of this tool too. So you can refund for transport damage, say, without anything coming back.

Start a return for the buyer

A buyer contacts you directly? On the order in Orders, “Start return” creates the return at Kaufland. You pick the items, Kaufland’s return reason and a short note for Kaufland. If the order already has a return, you add the item to it instead of opening a second one.

How you decide on a return

The item arrives

Once Kaufland reports the return as arrived, it shows under “To decide” on the Returns page and in Alerts.
You check the item

Sellgrip gives you 48 hours from arrival to check it. After that the case turns critical and moves near the top of “To do today”, because that list is sorted by deadline.
You decide

You pick a decision; once Kaufland confirms it, Sellgrip closes the case and shows the outcome on the row. After a rejection, Sellgrip books the amount you kept under Recovered.

Whose deadline is this?

The 48 hours are Sellgrip’s own deadline, not a Kaufland rule. It keeps an arrived return from sitting unnoticed.

Every decision goes through the Kaufland Seller API, and Kaufland’s answer counts. The Log records that a decision was made, not the text sent to the buyer.

Sellgrip deadline: 48 hours: Counted from the moment Kaufland reports the return as arrived. If that date is missing, the case is critical straight away.
A return request in a ticket: If a buyer asks about a return in a ticket, your first reply needs a valid return option. Kaufland has required this since 1 February 2026.

Source: Kaufland Seller University, Customer enquiries, read on 11 September 2026.

What you see in Sellgrip

To decide: The “To decide” list on the Returns page, with product, deadline and amount per row. At the top right it says “Sellgrip deadline: 48 h”.
Four buttons: “Accept”, “Reject”, “Repair” and “Clarify” are on every row, each opening a small form. “Accept” and “Reject” need a tick.
The amount before you accept: “Accept” shows how much the buyer gets back before you confirm. If the amount is unknown, it only says the buyer receives the refund.
The outcome: “Accepted”, “Rejected”, “In repair” or “Clarifying” shows on the row after the decision. “Clarifying” stays open until you decide.
Decide in Pro: On the Free plan, “Decide in Pro” replaces the buttons. You still see the amount and the deadline.
Returns on the order: Each order shows its returns with Kaufland’s steps, from “Requested” to “Parcel arrived”, plus the buyer’s return parcel with carrier and tracking number. Under “History” you see each decision and refund sent through Sellgrip, with Kaufland’s answer.

Questions about Return decisions

Can I undo a decision?

No. Accepting and rejecting are both final, which is why Sellgrip asks for a tick first.

What does the buyer read?

For a rejection, the chosen sentence plus your note, and for clarification, your question. Accepting and repairing send no text.

Can I refund only part of the amount?

Yes, through “Refund” on the order. You enter the amount yourself, up to the value of the item plus shipping.

Which plan lets me decide?

Pro and Business. On the Free plan you see open returns with their amount and decide in the Seller Portal.

Why is a case gone right away?

Kaufland accepted the decision, so Sellgrip closes the case immediately. At the next sync, the status Kaufland reports applies.

Who can decide?

Owner and Staff. The Accounting role sees the list without buttons.

Related tools

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Decide on every return in Sellgrip.