The Xentral Returns portal supports you in making returns processes efficient and customer-friendly. It enables end customers to initiate and manage returns of their orders independently via an online portal. This feature not only simplifies the process of returning items, but also helps you as a seller with processing returns more efficiently. The Xentral Returns portal automates the returns process both for you and your customers by providing them with a simple opportunity to return their ordered items. This way, you can save a lot of time during the returns process and offer a more convenient experience for your customers.
Tip
Video tutorial: Your head start on the Returns Portal
Are you looking for a quick overview on the functionalities and usage of the Xentral Returns Portal? Then, our video tutorial is exactly right for you. Take a look right away!
Important
Here are the most important features and benefits of the Xentral Returns portal:
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Self-service for end customers: Customers can register returns themselves via a user-friendly interface without having to contact customer service directly. This increases customer satisfaction and at the same time reduces the workload for customer service.
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Automated returns processing: The returns portal automates several steps of the returns process, such as the generation of return shipping labels and the recording of return reasons. This way, you can save time and resources.
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Transparency and traceability: Both you and your customers can track the status of returns. This creates transparency in the returns process and helps you process customer inquiries more efficiently. Also, returned items can be returned to stock more quickly and made available for resale.
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Options for customization: You can adapt the returns portal to your specific requirements, for example by defining different reasons for returns or customizing the communication and design of the portal.
The Xentral Returns portal is particularly valuable for you if you process a high number of orders and thus potential returns. By optimizing the returns process, you can not only increase operational efficiency, but also create a positive shopping experience for your customers, which promotes long-term loyalty to your business.
To access the return portal and carry out your desired individual settings, go to Xentral start page > Section: Stock > Returns portal.
The Xentral Returns portal includes the following features:
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Automatic synchronization of returns between your portal and Xentral.
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Selection of multiple shipping providers via Shipcloud or Sendcloud integration
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Direct connection to DHL Retoure
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Definition of conditions for your returns, e.g. that certain products can't be returned
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Overview of returns based on specific projects
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Customized returns portal with your logo and company colors
The scope of the functionalities depend on the Xentral package you are using. You can find the current conditions on the install page of the app in the App Store.
Proceed as follows to integrate the Xentral Returns portal:
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Select the Xentral Returns portal tile in the Stock section of the launch pad.
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Click on Install for free. A new window opens and informs you of the required app permissions. The Xentral Returns portal requires all permissions to function and utilizes a Personal access token for the connection to Xentral.
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Click on Allow.
You can now access the returns portal via the Xentral start page.
The following shipping service providers are currently available for use with the Xentral Returns portal:
Caution
Note than only the shipping service providers listed below can be integrated. Shipping service providers not included in this list (DPD, GLS, UPS, ...) are not available for use with the Returns portal.
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Important
Returns via DHL Retoure can only be processed using the return address that has been set up in the DHL Business Customer Portal. As of now, it is not possible to set up a different return recipient.
You can activate several shipping service providers at the same time and then select your preferred shipping service provider for each project later.
Proceed as follows to integrate a shipping service provider.
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Go to the Xentral start page.
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In the Stock area, click on the Returns portal tile.
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Click on the menu entry Settings to the left.
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Select the desired shipping service provider from the Shipping Carrier drop-down menu.
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Enter your login data as described in the following chapters.
You can integrate multiple shipping service provides such as DHL and DPD in Shipcloud and use them for your Returns portal. Shipcloud offers you a plan for business customers, but you can also save and use your own existing shipping service provider contracts and conditions in Shipcloud.
Proceed as follows to integrate Shipcloud.
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Log into the Shipcloud customer portal or sign up in case you are not yet working with Shipcloud.
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At the top right, click on your User name and then on API key.
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Copy the API key.
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Go to the Xentral start page.
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In the Stock area, click on the Returns portal tile.
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Click on the menu entry Settings to the left.
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In the drop-down menu Shipping Carrier, select the option Shipcloud.
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Paste the API key that you have previously copied from the Shipcloud customer portal in the Shipcloud API key field.
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Click on Test API connection.
You have successfully integrated Shipcloud and can now carry out further settings for the returns process.
Proceed as follows to integrate DHL Retoure.
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Go to the Xentral start page.
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In the Stock area, click on the Returns portal tile.
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Click on the menu entry Settings to the left.
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In the drop-down menu Shipping Carrier, select the option DHL Retoure.
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Enter the Username and Password of your DHL business customer account.
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Click on Test API connection.
You have successfully integrated DHL Retoure and can now carry out further settings for the returns process.
Proceed as follows to integrate Sendcloud.
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Go to the Xentral start page.
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In the Stock area, click on the Returns portal tile.
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Click on the menu entry Settings to the left.
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In the drop-down menu Shipping Carrier, select the option Sendcloud.
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Enter your Sendcloud Api Key and Sendcloud Secret Key.
Tip
Detailed instructions on how to obtain the required login data is described in the article Integrating Sendcloud.
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Click on Test API connection.
You have successfully integrated Sendcloud and can now carry out further settings for the returns process.
Proceed as follows to integrate Swiss Post.
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Go to the Xentral start page.
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In the Stock area, click on the Returns portal tile.
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Click on the menu entry Settings to the left.
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In the drop-down menu Shipping Carrier, select the option Swiss Post.
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Enter your Client Identifier, Client Secret and your Frankierlizenz.
Tip
You can find your Frankierlizenz on your Swiss Post invoice or by contacting your account manager.
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Click on Test API connection.
You have successfully integrated Swiss Post and can now carry out further settings for the returns process.
The Settings tab allows you to carry out default settings for your Returns portal. These settings are used if you have not carried out specific settings for your individual projects.
Proceed as follows to carry out the default settings for the Returns portal.
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In the Return address section, click on Add address.
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Enter the return address in the corresponding fields.
Important
Pay close attention to what you enter in the Description field, since this will be the primary criterion for selecting the return address later.
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Click on Save address.
Tip
If you want to add an additional return address later, click on Manage addresses, then on Add address and enter your return address
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Select a Standard shipping carrier from the drop-down menu. You can select from all shipping service providers that are directly integrated or integrated via the Sendcloud or Shipcloud platforms.
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Below in the Projects section, select the projects for which you want to create a Returns portal. The projects selected here are listed below the Projects menu entry to the left afterwards. You can use them later to carry out project-specific settings.
Note
Only projects that were already existing when setting up the Returns portal are displayed here. If you wish to add or delete a project or change its name, you need to carry out the settings in Xentral first and then update the settings in the Returns portal. To do so, click on Update projects after making a change.
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In the Personalization section, select an Accent color (for emphasized elements, such as the Continue button) and a Secondary color (for secondary elements, such as the Cancel button). Click on the respective colored tile and select a color manually. Alternatively, enter a HEX, RGB or HSL code. You can switch between the different types of code by clicking on
.
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In the Logo section, click on Upload file to upload your company logo. To update the logo, click on the existing logo and then select a new logo from your computer. You can delete the logo by clicking on
Done! You have carried out the default settings successfully and can continue with carrying out specific settings for your individual projects or shops.
Below the Projects menu entry on the left, you can view all projects that are assigned to your Returns portal. Here, you carry out specific settings for your Returns portal. For example, you can determine different return period and return conditions per project.
Proceed as follows to carry out project-specific settings.
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Activate the option
Activate customer landing page. This activates (or deactivates) the Returns portal for this project.
Tip
You can check the effects of your settings directly on the landing page by clicking on To customer landing page.
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Optional: Activate the option
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Optional: Activate the option
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Optional: Activate the option
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Optional: Activate the option
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Optional: Activate the option
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Select a Return form variant from the drop-down menu. his allows you to define the credentials (e.g. customer number) that your customer needs indicate while creating their return. The option Return by email and shop order number is recommended for B2C use cases. If you are active in a B2B context, you should use the option Return by customer and order number.
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Enter a Return period (in days). The period starts after creation of the sales order in Xentral. Customers are no longer allowed to create returns after this period expires.
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Select your Standard shipping carrier from the drop-down menu. The shipping service provider that you have previously set up in the Settings tab is selected by default here.
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Select a Return address from the drop-down menu. You can add new addresses or edit existing ones by clicking on Manage addresses.
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Open the drop-down menu Return reasons. When creating a return, customers have to select one of the reasons listed in this menu. Click on Add return reason and enter the desired reason in English and German.
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Optional: Set up Return conditions by clicking on Edit return conditions. Return conditions allow you to set up rules that can then be applied to specific products, manufacturers or countries. Click on Add return condition to define a new rule. The conditions are set up as follows:
Syntax: If - Condition - Operator - Value - Then - Result
Example: If - Article number - equals - 12345 - Then - No shipping label
Note
Please note: If multiple conditions apply at the same time, only the first applicable condition will be applied. An exception to this are the results Non returnable and Contact customer service, these always have priority over other conditions.
Click on Save to add a new condition. Click on Delete to remove it.
You can find some sample use cases for return conditions in this chapter.
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Optional: Activate the option
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Optional: Activate the option
You can edit text templates for confirmation emails and for certain return conditions.
Proceed as follows to adjust the text templates for your project or shop.
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Below the Projects menu entry, click on the name of the desired project.
The project-specific settings are opened.
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In the Return settings section, click on Edit confirmation mail text. Here, you can edit the default text for confirmations in German and English. This text is then automatically sent to the customer upon creation of the return. You can use the following variables by putting the keyword into quotation marks, e.g. “Order number”.
German
English
“Auftragsnummer”
“Order number“
“Bestelldatum”
“Order date”
“Email-Adresse”
“Email address“
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Click on Manage info texts to set up texts that are displayed in the cases determined by the Returns conditions. There are three categories of texts: General, Article and Order. General info texts are always available, while info texts for products and sales orders are only available in their respective area.
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In the Service contact text drop-down menu, you can select the text to be sent in case the result Contact customer service is triggered by a return condition. The email address of your customer service is defined in the Service email address field.
Tip
If needed, you can delete an info text by clicking on Manage info texts, opening the Available info texts drop-down menu and clicking on
next to the text you wish to delete.
You can customize your project by creating a unique design for every project you use or you can use the default design you have previously set up in the Settings tab.
Proceed as follows to customize your project or shop.
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Below the Projects menu entry, click on the name of the desired project.
The project-specific settings are opened.
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Scroll down until you reach the Personalization section.
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Click on Upload file to upload your company logo. To update the logo, click on the existing logo and then select a new logo from your computer. You can delete the logo by clicking on
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Select an Accent color (for emphasized elements, such as the Continue button) and a Secondary color (for secondary elements, such as the Cancel button). Click on the tile with the respective color, then either select a color manually or enter a HEX, RGB or HSL code. You can switch between the different types of code by clicking on
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Enter the Shop name that should be displayed in your Returns portal. The name of the selected project is entered by default here.
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Enter the required links to your shop, imprint, terms and conditions and privacy policy in the respective fields Shop link, Imprint link, Terms and Conditions link and Privacy link.
Return conditions are a powerful tool to adjust your Returns portal to your business needs. The following table lists some sample use cases.
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Use case |
Return condition |
Explanation |
|---|---|---|
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The return should be announced via the Returns portal, but the customers should not receive a shipping label automatically. |
If - Order project - equals - Your shop - Then - Contact customer service |
Customers with returns for this specific shop will be redirected to customer service. There, they will get the necessary information to complete the returns process. |
|
Heavy returns should be shipped with a specific shipping service provider. |
If - Total weight - greater than - 30 - Then - Specific shipping service provider - Example shipping service provider |
Customers receive a shipping label for your chosen shipping service provider for all returns that weigh over 30 kg. |
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Certain products need to be returned not to your address, but to the manufacturer. |
If - Manufacturer - equals - Example manufacturer - Then - Specific return address - Example return address |
Customers will receive a special return address for products from a certain manufacturer. |
Your customers can access the returns portal through a link you provide in your shop or in the confirmation mail of your sales order. Your customers use the Returns portal as follows:
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The credentials are entered, e.g. customer number and order number.
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The products to be returned are selected and return reasons are indicated.
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The products to be returned are displayed as a summary and confirmed by clicking on Create return.
After your customers have completed the process, they can print a shipping label and a returns document. If needed, customers can also start the return process for a different sales order.
All returns you receive through the Returns portal will be listed in the Returns receipts module in Xentral. Here you can select a storage location for the return, create a credit note, and initiate a replacement delivery.
Tip
More information on processing returns and on the Returns receipts module is available in the article Managing your returns (Return receipts).