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 has 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 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 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
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 Save changes.
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Paste the key into the Shipcloud API key field.
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Click Test API connection.
You have successfully connected Shipcloud 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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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) 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 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.
To configure project-specific settings:
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Activate the
Activate customer landing page toggle. This activates (or deactivates) your returns portal for this project.
Note
You can directly see the effects of the settings on the landing page by clicking To customer landing page.
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Select the Return form variant. This allows you to define what credentials (e.g. customer number) your customer needs to use for their return.
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Select a Return period (in days). This period starts after creation of the sales order. After it has passed, customers are unable to return their products.
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Select your Return address from the drop-down menu. You can add new addresses and edit existing ones by clicking 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 Edit return conditions. Return conditions allow you to set up rules for, e.g. certain products, manufacturers or countries. Click Add return condition to define a new rule. The conditions are set up in the following way:
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 Save to add a new condition, click Delete to remove it.
You can find some exemplary use cases for return conditions in a later section.
You can also edit text templates for confirmation emails and for certain return conditions:
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When you click Edit confirmation mail text you have the option 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 are able 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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Under Manage info texts you can set up texts that will be displayed under certain conditions defined in Return conditions. These texts are categorized in three types: General, Article, and Order. General info texts are always available, while Article and Order info texts are only available in their respective area.
In the "Contact support" text drop-down menu you can select the text that will be sent when the result Contact customer service is triggered by a return condition. The email address of your customer service is defined in the Email address for notification field.
To delete an info text, click Manage info texts, open the Available info texts drop-down and click
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.
To personalize your shop:
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Click 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
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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
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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:
|
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. |
|
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. |
|
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 Create return.
After they complete the process, they can print a shipping label and a returns document. They 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: Returns Receipts.