TheXentral 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 goods, but also helps you as a seller with processing returns more efficiently.
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 labels and the recording of return reasons, which saves 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.
Xentral launchpad > Stock > Returns Portal
The Xentral returns portal automates the return process for you and for your customers by allowing them to easily file returns based on their sales orders via a web portal. This helps you save a significant amount of time in the returns process and makes for a more enjoyable experience for your customers.
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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Choice of multiple shipping providers through Shipcloud
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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 on project basis
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Personalized returns portal with your logo and company colors
The scope of the functionalities depend on the Xentral package you use. You can find the current conditions on the install page of the app in the App Store.
To set up the Xentral returns portal:
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Select the Xentral Returns Portal tile in the Stock section of the launchpad.
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Click on Install for free. A new window opens informing you about needed app permissions. The Xentral Returns portal currently needs all permissions to function and utilizes a Personal access token to integrate into Xentral.
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Click on Allow.
You now have access to the Returns Portal through the launchpad or under Stock > Returns Portal.
The following shipping providers are currently available for the Returns Portal:
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DHL Retoure
Important
Returns via DHL Retoure only allow the returns address set up in your DHL business account as the recipient address. It is currently not possible to set up additional / other recipients with DHL Retoure.
You can have these providers connected at the same time and select your preferred provider on a project level.
To connect a provider, go to the Settings tab, select a provider from the Shipping carrier drop-down menu and enter your credentials as described in the sections below.
You can set up various shipping providers at Shipcloud, like DHL and DPD, and use them for your returns portals. Shipcloud offers you their business rates for shipping, but you can also use your own contracts and conditions with shipping providers using Shipcloud.
To connect Shipcloud:
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Go to shipcloud.com and log in or register, if necessary.
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Click on your login name on the top right and then select API Key.
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Copy the API Key.
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In Xentral, go to Stock > Xentral Returns Portal > Settings tab and select Shipcloud in the Shipping carrier drop-down menu.
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Click on Save changes.
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Paste the key into the Shipcloud API key field.
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Click on Test API connection.
You have successfully connected Shipcloud and are now able to configure shipping for your returns.
To connect DHL Retoure:
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Open the Settings tab and select DHL Retoure in the Shipping carrier drop-down menu.
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Enter the Username and Password of your DHL business account.
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Click on Test API connection.
You have successfully connected DHL Retoure and are now able to configure shipping for your returns.
To connect Swiss Post:
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Open the Settings tab and select Swiss Post in the Shipping carrier drop-down menu.
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Enter your Client Identifier, Client Secret, and Frankierlizenz.
Note
You can find your Frankierlizenz on every invoice you get from Swiss Post or you can get it from your Swiss Post business customer advisor.
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Click on Test API connection.
You have successfully connected Swiss Post and are now able to configure shipping for your returns.
The Settings tab allows you the set up the default settings for your returns portals. These settings will be used if there is no more specific information set up for a project.
To configure the default settings:
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Click Add address, then Add address again and enter your return address into the respective fields. Pay special attention to the Description field, as this will be the main identifier for you when you select a return address. Click Save address.
If you already set up a return address and want to add another one, click Manage addresses, then Add address and enter your return address.
Note
You can quickly check the details of your selected address by clicking Show address on the settings page.
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Select a Standard shipping carrier from the drop-down menu. You can select from all shipping providers that you connected directly or set up in Shipcloud.
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Select the projects you want to create a returns portal for in the Projects section. These are then displayed on the left side under Projects, where you can set up more specific settings.
Note
Only projects that existed when you set up the returns portal are displayed. If you add, delete or change the names of projects in Xentral, they must also be updated in the returns portal. To do this, click Update projects whenever you make a change.
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Select an Accent color (used for highlighted elements, e.g. the next button) and Secondary color (used for secondary elements, e.g. the cancel button) in the Personalization section. Click on the respective colored tile and you can then choose a color by hand or by entering a HEX, RGB, or HSL code. You can switch between the different kinds of code by clicking
.
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Click on Upload file to upload your company logo. To update your logo, click on the existing logo and then select the new logo from your computer. You can delete a logo by clicking
.
You configured the default settings and you can now set up a specific project/ shop.
The Projects tab displays all projects connected to the Returns Portal App. Here you can select more specific options for your returns portal, like the return period and return conditions.
Proceed as described below to carry out project-specific settings:
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Activate the option
Activate customer landing page . This activates (or deactivates) your returns portal for this project.
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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 the Return form variant. This allows you to define the credentials (e.g. customer number) that your customer needs to use for their return. The option Return by email and shop order number is recommended for B2C use cases. In case you are dealing with B2B orders and returns, the option Return by customer and order number is more useful.
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Select a Return period (in days). This period starts after creation of the sales order in Xentral. Customers will not be allowed to return their products after this period has expired.
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Select your Return address from the drop-down menu. You can add new addresses and edit existing ones by clicking on Managing addresses.
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Select your Standard shipping carrier. The carrier you set up in the Settings tab is selected by default.
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Click the drop-down menu for Return reasons. When returning a product the customer needs to select a reason that is listed in this menu. Click Add return reason and enter the reason in both 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 for, e.g. certain 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 package label
Note
Please note that 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 and click on Delete to remove it.
You can find some exemplary use cases for return conditions in a later section.
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Optional: Activate the option
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Optional: Activate the option
You can also edit text templates for confirmation emails and for certain return conditions:
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Click on Edit confirmation mail text to edit the default confirmation text in both German and English. This text will automatically be sent to the customer after creation of the return. You can to use the following variables by putting the term into quotes, e.g. "Order number":
German
English
“Auftragsnummer“
“Order number“
“Bestelldatum“
“Order date“
“Email-Adresse“
“Email address“
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Optional : Enter an email address in the field Email address (BCC) confirmation mail to automatically send a copy of each confirmation email to this address.
Under Manage info texts, you set up texts that are displayed to customers in case certain conditions defined in the Returns conditions area apply. There are three different types of texts: General, Article and Order. General info texts are always available, while info texts for items and orders are only available in their respective area.
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 adress field.
To delete an info text, click on Manage info texts, open the Available info texts drop-down and click on
You can personalize your project by creating a unique design for every project you use or you can use the standard design you set up in the Settings tab.
Proceed as described below to customize your project/shop:
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Click on Upload file to upload your company logo. To update your logo, click on the existing logo and then select the new logo from your computer. You can delete a logo by clicking on
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Choose an Accent color (used for highlighted elements, e.g. the next button) and Secondary color (used for secondary elements, e.g. the cancel button). Click on the respective colored tile and you can then choose a color by hand or by entering a HEX, RGB, or HSL code. You can switch between the different kinds of code by clicking on
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Enter the Shop name you want to display on your returns portal. The name of the selected project is entered here by default.
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Enter the necessary links to your shop, imprint and privacy policy in the respective fields Shop link, Imprint link, and Privacy link.
Return conditions are a powerful tool to customize your returns portal. The following table lists some exemplary 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, where they will get the necessary information to complete the returns process. |
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Heavy returns should be shipped with a specific provider. |
If - Total weight - greater than - 30 - Then - Specific carrier - Example carrier |
Customers receive a shipping label for your chosen carrier 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 - Article producer - 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. They have to follow these steps:
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Enter their credentials, e.g. customer number and order number.
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Select the products they want to return and the return reasons.
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Confirm the selection of products in the summary 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 app. Here you can select a storage location for the return, create a credit note, and set up a replacement delivery.
For further information on this topic, please check out the following article: Managing your returns - Returns Receipts.