Returns portal for your online shop
With the Import2Shop returns portal your customers register returns themselves: enter order number and postal code, pick items and a reason, done. You review every request in the app, send return slip and DHL label by email and book the goods receipt. It works for every connected shop, with or without dropshipping.
- Included in all plans
- Portal in your look
- German and English
What is a returns portal?
A returns portal is a page where customers register their return themselves. Instead of emails and phone calls you get a complete case with order, item, quantity and reason.
Self-service for customers
Your customers need no account. The order number and the postal code of the delivery address are enough to find the order.
You stay in control
Every return waits for your review. You approve it or reject it with a reason, and the customer gets an email straight away.
One case from request to credit
History, label, goods receipt and destination of the goods sit in one place. Nothing gets lost between inbox and spreadsheet.
How customers register a return
The portal has three steps: order, items, done. It works on a phone just as well as on a desktop.
Step 1: Find the order
Your customers need neither an account nor a password.
- 1. Choose the language: German or English
- 2. Enter order number and postal code of the delivery address, so nobody else can see the order
Step 2: Items, quantity and reason
The customer sees the order with pictures and ticks what should go back.
- 1. Notice whether the withdrawal period is still running
- 2. Quantity and reason per item, here 4 of the 5 ordered, plus an optional note
- 3. One click registers the return
How does a return work with Import2Shop?
From the request to the completed case it takes five steps. You can see the current state in the returns overview at any time.
Customer registers
In the portal they pick items, quantity and reason. If you like, you get a notification by email.
You review
The app shows whether it is a withdrawal or a complaint and where the withdrawal period stands. Then you approve or reject with a reason.
Label and slip go out
The customer receives the return slip as a PDF. If you cover the return shipping, a DHL return label is included.
Book the goods receipt
You record what really arrived, note the condition and decide per item where the goods go.
Complete
The goods go back to the supplier or into the returns marketplace. Once everything is settled you complete the return.
All returns in one overview
The list shows every return with order number, customer and status.
One tick hides completed, rejected and cancelled cases.
With customer data, items and all actions.
From “Waiting for review” to “Parcel arrived” to “Completed”.
Review, send the label, book the goods receipt
The return at a glance
The detail view holds everything you need for your decision.
- 1. Matching actions per status, such as approve, reject or book goods receipt
- 2. Withdrawal period: registered on day 6 of 14, so within the period
- 3. History with a date for every step
- 4. Destination of the goods per item
Approve with or without a return label
While reviewing you decide for each return who pays for the return shipping.
- 1. The app counts the withdrawal period from shipping and tells you where you stand
- 2. Tick the box to create a DHL return label that the customer receives by email
- 3. A message to the customer goes into the approval email word for word
Goods receipt: what arrived, where does it go?
When the parcel reaches you, you book the goods receipt.
- 1. Quantity arrived, prefilled with the registered quantity
- 2. Condition of the goods as an internal note
- 3. Destination per item: back to the supplier or into the returns marketplace
Your portal, your look
You set up the portal in the settings. Your customers see your logo and your colour, not some unknown software.
One tick makes the page reachable for your customers.
The statutory period or a longer one. It blocks nothing, it helps you while reviewing.
Put the link in your shop, footer or shipping email.
Buttons, ticks and highlights take your shop colour.
What the returns portal can do
| Sign-in | Order number and postal code of the delivery address, no customer account needed |
|---|---|
| Languages | German and English, switchable in the portal |
| Return reasons | Freely editable, with order and type (withdrawal or complaint) |
| Withdrawal period | Set in days, counted from shipping and shown during review |
| Partial returns | Single items and partial quantities of an order |
| Return label | DHL return label from the app, decided per return |
| Emails to customers | Confirmation, approval, rejection with reason, label with return slip as PDF |
| Status page | The customer sees items and history of the return |
| Direct entry from the shop | Via shop plugin from the customer account, for example with Shopify, Shopware 6, WooCommerce and Gambio |
| Destination of the goods | Back to the supplier with a packing slip or listed in the returns marketplace |
| Availability | Included in all plans |
Who benefits from the returns portal?
The portal only needs your shop connection. Whether you ship your own stock or sell via dropshipping makes no difference.
Shops with their own stock
You use the portal as returns management for your shop: request, review, label, goods receipt.
Dropshipping merchants
Returns go back to the supplier in an orderly way. The packing slip for the parcel comes from the app, and the case stays open until the credit note is in.
Several shop systems
Shopify, WooCommerce, Shopware or Gambio: the portal fetches the order from your connected shop.
Offer returned goods in the returns marketplace
Not every return has to go back on the shelf. At goods receipt you can list items in the returns marketplace, where other Import2Shop merchants see them.
Merchants find items by name, SKU or EAN.
It sits right next to the item.
You decide at which price you let the item go.
Our support brings seller and interested merchant together.
Returns without and with a returns portal
By email and spreadsheet
- Customers write informally, order number or reason is missing
- Work out the withdrawal period yourself in the calendar
- Create each label separately and send it by hand
- Nobody knows which parcel is still on its way
With Import2Shop
- Request with order, item, quantity and reason
- The period is shown during review
- DHL label and return slip go out by email
- Status and history for every return
Frequently asked questions
What is a returns portal?
A page where customers register their return themselves. They enter order number and postal code, pick items and a reason and receive a return number. The merchant reviews the request and controls everything that follows.
Do my customers need an account?
No. The order number and the postal code of the delivery address are enough. With a shop plugin, logged-in customers can also jump into the portal straight from their customer account.
Can I use the returns portal without dropshipping?
Yes. The portal works with the orders from your connected shop. Where the goods come from does not matter.
Who pays for the return label?
You decide that for each return. If you include a DHL return label, the customer does not pay for the return shipping. Without a label they send the parcel to your return address at their own cost.
Can I reject a return?
Yes, with a reason. The customer receives your text by email and the return ends there.
What happens when the withdrawal period has expired?
The customer can still register. During review you see that the period has run out by the numbers and decide for yourself. For complaints the withdrawal period plays no role.
Can I define the return reasons myself?
Yes. You change, add and sort the reasons freely and set for each one whether it counts as a withdrawal or a complaint.
What does the returns portal cost?
It is included in all Import2Shop plans. For DHL return labels you need your own DHL business customer account.
The returns portal is included in every Import2Shop plan. Have a look at the plans or talk to us about your shop.
