DHL Retoure Online

DHL Retoure Online plugin to be discontinued

The DHL Retoure Online plugin will be deactivated on 31 May 2026. Switch to the core integration before this date.

Note:

  • Existing configurations from the plugin are not automatically transferred due to structural changes.
    → Reconfigure the settings in the core integration (menu path Setup » Orders » Shipping » Shipping service providers » DHL Shipping » Retoure Online - settings).

  • The automation functions will only be available in flows, not in event procedures.
    → Create an appropriate flow if you want to automate processes.

1. Registering with DHL

DHL Retoure Online allows you to generate return labels for orders with various countries of delivery. You can generate the labels automatically with an event procedure or a process. As an alternative, you can generate and download the labels in the shipping centre. Afterwards, you can set up an event procedure that sends the labels as email attachment to your customers in an automated way.

To set up and use the interface for DHL Retoure Online in your PlentyONE system, you have to register with DHL and your account has to be activated for DHL Retoure. The new DHL Retoure Online interface is completely integrated in the DHL business customer portal. You receive the data from DHL that you need for the settings in PlentyONE.

2. Setting up DHL Retoure Online in PlentyONE

Once your account is activated for DHL Retoure and DHL sent you the appropriate data, you can start with the setup. To do so, proceed as described below.

3. Carrying out the preparatory settings

First, you have to carry out some preparatory settings:

3.1. Setting up a warehouse

You need to have a warehouse in order to save the information about returns that you receive from DHL. You can then select the warehouse in the settings.

Each item is assigned to a warehouse. It is important that you select this warehouse also in the settings. Otherwise, an error message occurs saying that there no connection exists between the warehouse and the country: No settings found for the warehouse x and the country y.
If you want to select additional warehouses, these must also be selected in the settings.

For further information about creating warehouses, refer to the Setting up a warehouse page of the manual.

3.2. Activating countries of delivery

Activate the countries of delivery for which you want to offer return shipments.

The countries of delivery have to have the setting Active or Backoffice is active. You can activate countries of delivery in the Setup » Orders » Shipping » Delivery countries menu.

For further information, refer to the Preparing the shipment page.

4. Setting up DHL Retoure Online

You can configure the settings in the Setup » Orders » Shipping » Shipping service provider » DHL Shipping » Retoure Online - settings menu.

Retoure Online - settings:

  1. Click on the plus sign (add) in the upper left corner.
    → The Configuration window opens.

  2. Select a username from the drop-down list.

  3. Select a warehouse from the drop-down list.

  4. Select a client to which the configuration should be applied, or All clients.

  5. Click APPLY.
    → Your configuration will be added to the table.

Configure settings for a configuration:

  1. In the table, click on the row of the configuration for which you want to configure settings.
    → The DHL Retoure Online settings section opens. At the top you can see the details of your added configuration (username, warehouse and client). You can still change them by clicking on Edit configuration (edit).

  2. Click on the plus sign (add) to add a combination under Combination for receiver ID.
    → The window Add referrer combination opens.

  3. Optionally, select a referrer from the drop-down list.

  4. Select a country from the drop-down list.

  5. Enter the receiver ID (according to the settings in the DHL business customer portal).

  6. Click APPLY. If you want to edit a combination again after saving it, click on the line of the combination. You can delete them using the three-dot menu on the right-hand side.

  7. Under Labels, select how long labels will be available for download in your webshop. Assigned labels are those that have already been assigned to a return.

  8. Under Customer reference on label, select the reference that should appear on the shipping label from the drop-down list. The number of characters in the reference is limited to 30. If the reference is longer than 30 characters (for reference type Item ID / Variation ID), the text is truncated and the character » is displayed.

  9. Activate the toggle under Share customer information with DHL if you want your customer’s telephone number and email address to be sent to DHL when a return is registered.

  10. Click on Save (save).

5. Generating return labels

You have the following options to generate return labels and register the return with DHL Retoure Online:

  • Generate DHL Retoure Online label
    Registers the return with DHL Retoure Online. One label per order is generated, regardless of the number of packages.

  • Generate DHL Retoure Online label (1 label per package / 1 file)
    Registers the return with DHL Retoure Online. One label per package is generated. If multiple packages are available, one PDF file that contains all return labels is generated.
    Example: In a return order with 3 packages, one PDF is generated for each package that each contains all 3 return labels.
    In this case, note that you have to print the PDF file with the return labels only once and not three times.

  • Generate DHL Retoure Online label (1 label per package / multiple files)
    Registers the return with DHL Retoure Online. One label per package is generated. If multiple packages are available, one PDF file per return label is generated.

You can select the options mentioned above in the following areas of the PlentyONE back end:

  • in the Return tab of the shipping centre

  • The flow action Register return with DHL is available for automatically registering a return with DHL.

5.1. International returns

It is possible to generate DHL Retoure Online labels not only for returns from Germany, but also for returns from Switzerland. The CN23 form is added as PDF file when the return is registered.

If you want to automatically register returns with DHL, generate a flow and use the flow action Register return with DHL.

6. Adding a mobile return code to the email template

Insert the variable DHL Retoure Online QR code in your email templates to send your customers a QR code within the email. If your customers want to send back an item, they have to show the QR code on their smartphone to one of the employees in the post office and they will print the return label and attach it to the parcel.

Thus, your customers do no longer need a printer at home and you do no longer have to send the return label attached as PDF.

Way of proceeding with the new EmailBuilder:

Create the email template in the CRM » EmailBuilder menu. Insert the variable DHL Retoure Online QR code. The QR code is shown as an URL in the email of your customers. After clicking on the URL, the QR code appears in a separate window on the smartphone that can be shown to the employees in the post office.

For further information about how to create email templates, refer to the EmailBuilder page.