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Returns

Guide for creating DHL Express return labels.

Overview

DHL Express offers two options for returns:

  1. Include return label with shipment — Label is created together with the outbound shipment
  2. Create separate return label — Label is created at a later time and sent to the customer

Create Return Label

Via the "Create Return Label" Action

  1. Open the relevant Shipment Label with status "Created"
  2. Click Create Return Label
  3. The connector automatically creates a new label with swapped addresses:
  4. Recipient → becomes Shipper
  5. Shipper (from Setup) → becomes Recipient
  6. The return label is created in the configured retoure format

Address Swap Logic

Original Shipment Return Label
Shipper (Setup address) → Recipient
Recipient (Customer address) → Shipper
Shipper Account No. → Billing Account

Billing

The return shipment is billed to your DHL Express account (Shipper Account). The sender bears the return shipping costs.

Separate Label Formats

Return labels can use a different format than shipping labels:

Configuration Setting Typical Value
Shipping label format Setup → Doc Format + Label Format ZPL2 / 4x6
Return label format Setup → Retoure Doc Format + Retoure Label Format PDF / A4

Return Label During Shipping

You can create return labels together with the shipment:

  1. Create the shipping label normally (see Create Label)
  2. Enable the Include Return Label option before creation
  3. Both labels (shipping + return) are created in one API call
  4. The return label is stored alongside the shipping label

Cancel a Return Label

A return label can be cancelled as long as it has not been used:

  1. Open the return label in the Shipment Labels list
  2. Click Cancel Shipment
  3. The API deletes the shipment (DELETE /shipments/{trackingNo})
  4. Status changes to "Cancelled"

Cancellation Window

DHL Express labels can only be cancelled within 24 hours of creation.

Tracking for Returns

Return labels receive their own tracking number. The return status can be tracked via the tracking function (see Tracking).

Costs

Return label costs are billed via the Billing Account configured in the setup. Charges only apply when the label is actually used (package is handed to DHL).