Returns with DHL Express Commerce FAQs

Overview

Frequently asked questions about DHL Express Commerce’s returns features.

Overview of DHL Express Commerce's returns features

DHL Express Commerce includes a base set of returns features. These are:

Create a customer-facing returns portal and embed it directly on your website. From here, your customers can initiate their own returns and generate a return label.
Keep customers informed with email notifications. Customise the look of notifications and which notifications send and when.
Display multiple return payment options and set return charges for each option. For example, store credit, refund via original payment method and exchange.
Give your customers returns options that work for them. Let customers drop off their returns or allow them to self-service and arrange their own pick-ups – all through your returns portal.
Add your branding, colours, logos, content and links to your returns portal and notifications to give your customers a consistent experience.
Reflect on what’s in your returns policy using rules and automation. Create rules to reject returns for specific types of products (like underwear and earrings).

Can returns be enabled on a child account?

Yes, returns can be enabled on a child account. When enabled they will be treated as an individual account.

Can a customer create a partial return for the same order?

Yes, customers can create multiple returns on an order as long as the return quantity of each item doesn’t exceed the original ordered quantity.

How do I refuse certain products from being returned?

Retailers can set up automation rules that reject returns based on a certain criteria. For example, a return could be refused if the SKU includes “earrings”. Retailers can also add up to 10 varied reasons for returns options.

Can a customer reprint their return label if they misplace it?

Yes, your customers can re-download their shipping labels:

The customer should go back to the return portal.
Re-enter their order details.
If there is a previously created return, the customer will be presented with an option to view and reprint the label in the item section.

Who pays for returns?

Returns are charged against your existing returns account.

Can a returnee print labels for multiple boxes?

Customers have the option of adding additional packages to returns when they process a return using the returns portal.

Do you support return writeback to eCommerce platforms?

Unfortunately, we don't support this at this time.