Kaufland Tickets
List view of all Kaufland tickets, newest first. Buyers report every concern about an order to Kaufland as a ticket, including complaints such as a defective or undelivered item. A ticket refers to one or more order units. As long as the buyer is waiting for your reply, Awaiting Your Reply is set.
The nightly data protection run clears the buyer data and message texts of a ticket once the retention period has expired – see Data Protection.
The Kaufland API has no separate complaint management (“Claims”); complaints are handled exclusively through tickets. You refund an amount through the order unit (see Send Refund).
Opening the Page
- Via search: Kaufland Tickets
- Via the Kaufland Dashboard → Tickets
- Via the Kaufland Dashboard → card Waiting for you → Tickets awaiting reply (only the open tickets for which the buyer is waiting for your reply)
Fields
| Field | Description |
|---|---|
| Ticket ID | Kaufland ticket ID. |
| Storefront | Storefront (country) of the ticket. |
| Status | Open, Closed by Buyer, Closed by Seller, Closed (by both sides) or Closed by Customer Service (closed for good by Kaufland). Red while the ticket is open and the buyer is waiting for your reply, yellow while it is open and waiting for the buyer; gray once it is closed. |
| Awaiting Your Reply | The buyer is waiting for your reply. Kaufland clears the flag as soon as you send a message that is not an interim notice. Color-coded like Status. |
| Reason | Reason for the ticket: Product Not as Described, Product Defect, Product Not Delivered, Product Return or Other Request. |
| Topic | More specific topic, if the buyer selected one (for example Delivery Not Received, Invoice Requested). |
| Order ID | The Kaufland order concerned. |
| Buyer Name | Name of the buyer from the order (Kaufland provides only the ID and email address on the ticket). |
| Message Count | Number of messages. |
| Last Message At | Time of the latest message. |
| Created At | Time the ticket was opened. |
| Sync Status | Whether the last import of the ticket succeeded. A ticket with Error is read again first on the next import. |
FactBox “Ticket Details”
Shows status, reason, topic, buyer and the beginning of the latest message. See Ticket Details (FactBox).
Actions
| Action | Description |
|---|---|
| Import Tickets | Imports the new and changed tickets of every enabled storefront (see Kaufland Storefront Configuration). Only while no storefront is configured at all does the import read the default storefront of the setup. If every storefront is switched off, nothing is imported. See How the Import Works. |
| Refresh Ticket | Reads the selected ticket again from Kaufland, including its messages. |
| Send Message | Sends a message to the buyer (Send Message dialog). |
| Close Ticket | Closes the ticket at Kaufland, after a confirmation that names the ticket (default No). Possible as long as it is Open or only Closed by Buyer. |
| Messages | Opens the messages of the ticket with their full text (Kaufland Ticket Messages). |
| Show Marketplace Order | Opens the Kaufland order the ticket is about on the merchantCENTRAL Marketplace Order card. |
How the Import Works
- Tickets with an import error first: tickets whose details could not be read last time are read again first on every run.
- Changed tickets: for each storefront, the import requests all tickets that have changed since the last complete import (with a 10-minute overlap), in every status, so that a ticket closed by the buyer or by Kaufland is closed here as well. The first import of a storefront goes back 30 days. The time is shown on the storefront card (Kaufland Storefront Configuration) under Tickets Imported Until; Import Tickets Again resets it.
- Each ticket in full and on its own: the list from Kaufland contains neither messages nor buyer nor storefront. Each ticket is therefore read individually with messages, buyer and order units and saved on its own right away. A reply you send during the import does not wait for the end of the run.
If a storefront cannot be read, the others continue; the error is shown in the hub's Marketplace Activity Log, and the storefront keeps its import time. If a single ticket cannot be read, it remains with Sync Status = Error and does not hold up the import of the others. If no storefront at all can be read, the import stops with the message from Kaufland.
The scheduled task IMPORT-TICKETS (see Kaufland Scheduled Tasks) runs the same import every 30 minutes; it is created enabled. If it is disabled, the Kaufland Dashboard reports this on the card Waiting for you under Return or ticket import switched off.