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Integrating DHL Retoure

  • Updated

The shipping method DHL Retoure in Xentral allows you to use the DHL products Retoure National and Retoure International which are offered by DHL specifically for handling domestic and international returns and are available for booking in your DHL business customer portal.

Important

Setting up the shipping method DHL Retoure in Xentral is only important if you are using the latest integration of the shipping method DHL.The information in this article is not relevant for the shipping method DHL (Alt) shipping method or any other shipping service providers.

When should you use DHL Retoure?

You will need the shipping method DHL Retoure if you use the latest shipping method DHL in Xentral and want to attach a suitable return document to the shipments to your customers directly during shipping, or if you want to create the return document at the request of your customers and send it to them via email. This return document is printed in DIN A4 format and consists of the following:

  • Return label in DIN A5 format

  • Shipment information (sender and recipient address, shipment number)

  • Instructions for customers on how to print the return label via QR code

  • Information on DHL points of receipt for returns

Features

The Xentral shipping method DHL Retoure offers you the following features:

  • Efficient and state-of-the-art returns processing for the shipping method DHL

  • Uncomplicated returns process for your customers as no printer is needed

  • Convenient returns via QR code in post offices, parcel shops and Packstation

  • Full cost control by using a flat rate for the DHL Products Retoure National and Retoure International

Detailed information about extra services and frequently asked questions about the DHL Retoure products are available directly from DHL.

Connect DHL Retoure to Xentral

To use DHL Retoure in as a shipping method in Xentral, you first create a new shipping method and then activate it with your existing contract data from DHL. It only takes a few minutes and a few steps to be able to process your first returns!

Note

To set up the shipping method DHL Retoure in Xentral, you need the following:

  • User name and password of your account in the DHL Business Customer Portal.

  • In the DHL Business Customer Portal, the Retoure National or Retoure International product must be booked and activated for your contract.

Carrying out basic settings

  1. Use the smart search to search for Shipping methods,

  2. Click on + NEW in the upper right corner.

  3. Select DHL Retoure.

  4. Enter the information as described below.

  5. Click on Continue.

  6. You can now carry optional settings for project and printer assignment. Click on Continue once again to skip the settings. You will carry the necessary settings collected in the next step.

User name

User name of your account in the DHL Business Customer Portal

Password

Password of your account in the DHL Business Customer Portal

After you have carried out the settings described above, the settings menu for the newly created shipping method will automatically open.

Using the expert mode

In addition to the settings described above, you need to make a few more settings in the shipping method DHL Retoure.

  1. If you are no longer in the shipping method settings menu, use the smart search to search for shipping methods, then click on the pen icon on the right of DHL Retoure.

  2. In the Expert settings section, activate the Show additional settings option.

  3. Carry out the settings as described below.

  4. Click on Save.

Designation

Here you will find the name of the shipping method as it appears in Xentral, for example when processing orders. The name is only visible to you and your employees. Make sure that each name appears only once in Xentral so that the shipping method can always be uniquely identified.

Type

This is an internal field label that is required for mapping in your online stores and other sales platforms. You should not change this label! If you do change it, remember to change it accordingly in the settings of your store and other platforms.

An exception is if you work without any online stores or sales platforms. In this case, you can rename the type to your liking.

Module

Select the appropriate Xentral module here. In this case, it is DHL Retoure. It is also possible to assign a different module to the shipping method. Note, however, that all existing settings will be lost and the module name will be updated in editable receipts if you make a change here.

Project

Optional: Specify a project assignment. This is required if you want to limit the shipping method to a specific sales channel or project (for example, a specific branch office). If not, this field remains blank and therefore applies to all projects and user groups.

Active

Activate this option after you have carried all the necessary settings for the shipping method.

Note

You can disable shipping methods that are no longer in use later. However, note that disabled shipping methods are only shown in receipts that have already been created. In newly created documents and in user interfaces such as the order overview or in customer data, a disabled shipping method is no longer available. You can also delete shipping methods, but this will also delete the shipping history. Therefore, you should only delete incorrectly created shipping methods that you have not used productively.

No postage check

Important

This setting is not relevant for the shipping method DHL Retoure, so do not activate this option.

Printer parcel label

Select the printer you want to use by default for the return labels from the drop-down menu. Note that only printers that you have already set up in Xentral can be selected here. Depending on how and where the returns process is handled in your company, you can choose exactly the printer you need here - whether it's right at your desk or at the packing table in the warehouse.

Printer export

Important

This setting is not relevant for the shipping method DHL Retoure, so do not activate this option.

Shipping mail to buyer

Specify the rules under which notifications of the creation of the return order should be sent to your customers via email.The following three options are available:

Default behavior: The existing logistics settings from the project are used. You can carry out these settings in the Settings > Basic Settings > Projects > Open Project > Tab: Settings > Tab: Logistics / Shipping menu. In the Stage 1 (picking / order picking) and Stage 2 (pack) at dispatch station areas, you activate the check boxes to inform your customers about the status of the return order.

No dispatch mail: No shipping information will be sent by email for this shipping method.

Custom text template: For this shipping method, the selected text template will be sent by email. You must create this template in advance in the Settings > General Settings > Receipts > Text templates menu. Then select the desired template from the Text template drop-down menu. This selection will not use the project's logistics settings for this shipping method.

Deliveries supported

Important

This setting is not relevant for the shipping method DHL Retoure, so it is not possible to activate this option.

Returns supported

You must activate this option to select DHL Retoure as the shipping method for return orders and to create return labels in Xentral.

Return recipient address

Select the address to which returns processed via DHL Retoure should be sent..This address must match your return address information in the DHL Business Customer Portal.

The address selected here appears as the recipient address on the return label.

Save tracking number in sales order

Activate this option to apply the tracking number directly to the corresponding return order in Xentral after the return label has been created. This way, the tracking number is permanently stored in your system and you do not have to rescan the return label after it has been created to collect this data in Xentral.

Adjusting the settings for the DHL shipping method

In the last step, you assign the newly created shipping method DHL Returns as the return shipping method in the settings of your existing DHL shipping methods. This is necessary so that the shipping method DHL Returns can be preselected automatically when creating a return order and the return label can be generated to match the original DHL shipment.

Important

For each DHL product you have booked, you have created a separate shipping method in Xentral. Therefore, you will need to follow the steps described below for each DHL shipping method for which you want to use DHL Retoure.

Tip

The Xentral shipping methods that belong to the new DHL integration can be recognized by the fact that the module dhl is displayed in the overview.

  1. Use the smart search to search for Shipping methods,

  2. Open the appropriate DHL shipping method for which you want to use DHL Retoure as a return method.

  3. In the Expert settings section, activate the Show additional settings option.

  4. Select DHL Retoure from the Preferred Return Shipping Method drop-down menu.

  5. Select DHL Retoure from the Provisional return shipping method drop-down menu. This setting depends on the workflow your organization uses for returns. The following chapter explains the options available for handling returns with DHL Retoure.

  6. Optional: Activate the option Print provisional return label together with shipping label if you want to include the printed return document in the package containing the original shipment.

  7. Click on Save.

Creating return labels

Depending on whether you want to attach the return label directly to the original shipment to your customers or want to offer your customers to register returns independently and print the return label at home, in a post office or at a Packstation, you have several options for using the shipping method DHL Retoure in your daily business. These options are briefly described in the following sections so that you know the respective steps that are required in Xentral.

Option 1: Automated return process via Returns Portal

Are you already using the Xentral Returns Portal? In this case, your customers are able to register their returns independently at any time and then access the return label they need directly. In this use case, you do not need to take any further steps apart from the settings described above to set up the shipping method DHL Retoure. By connecting the return portal to Xentral, the entire return process is automated, so you do not have to manually create return orders and return labels in Xentral.

Important

Make sure not to activate the option Print provisional return label together with shipping label in the settings of the DHL shipping method when using the Returns Portal.

You can find all important information about the Returns Portal and the procedures in Xentral in this article.

Option 2: Enclosing a return document directly

By integrating the shipping method DHL Retoure in Xentral, you have the option of attaching the return document directly to shipments that are using the DHL shipping method. This document contains, among other things, a pre-generated return label that your customers can use directly to ship the return, if they wish to do so.

Note

In this use case, enable the option Print provisional return label together with shipping label in the settings of the DHL shipping method. This way, the return document is printed directly during the shipping process, so that you can enclose the return document including the return label directly when packing the goods.

Option 3: Creating and processing return orders manually

In some cases, it may be useful to manually create returns for orders that use the DHL shipping method, for example, if customers want to contact you by email or phone to initiate the return of items. Depending on the products you sell, you may not want to offer customers a direct way to return, or you might prefer to check each case before providing customers with a return label.

Important

Make sure not to activate the option Print return label together with shipping label in the settings of the DHL shipping method when manually creating return orders.

When customers request a return from you, do the following in Xentral to manually create a return order and create the corresponding return label:

  1. Open the original order in the Sell > Sales orders menu.

  2. From the Action drop-down menu at the top right, select Continue as a return.

  3. The Return view opens.

  4. In the Return field, enter the item quantities to be returned.

  5. In the Reason field, select the appropriate return reason for the items.

  6. Afterwards, click on Create return.

  7. The return order is created and automatically opened.

  8. You can now check the return order again.

  9. Click on Approve.

  10. Click on Create returns label in the Action section on the right.

  11. Open the Parcel label tab to open the parcel label dialog.

  12. Make sure that the shipping method DHL Returns. Otherwise you can change the shipping method by clicking on Select another shipping method.

  13. To finish, click on Print shipping label.

Now you can send the return document including the QR code return label in PDF format to your customer via email. Your customer decides whether to print the return label at home or have the QR code scanned at a Packstation, parcel shop or post office to receive the return label.

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