Can end customers track returns on their smartphone or tablet?

Yes, the customer landing page can be accessed on mobile devices and used to create returns and parcel labels.

Do my end customers need a printer for the parcel label?

No, the DHL Retoure connection also generates a QR code that the end customer can show to DHL on their smartphone when they hand in the return parcel.

Is it possible to define rules so that a returns label is not always created, e.g. if the goods have to be transported by a forwarding agent?

Yes, you can map a wide variety of rules with the returns conditions.

Can I exchange an item instead of returning it?

We do not currently offer direct exchanges. You can return the item and place a new order for the desired item.

Does the end customer receive a confirmation of the registered return?

Yes, the returns portal sends the end customer an email with the confirmation and the link to the returns form and the returns label.

How is the return tracked in Xentral?

Once the return has been confirmed via the returns portal, a returns document is created directly in Xentral. When the goods arrive at the warehouse, the respective return can be opened for processing directly via scan and the items recorded.

Is there a direct refund via the returns portal?

No, the refund is only triggered after receipt in the warehouse via the further process in Xentral. If desired, the returns portal can create a credit note for the return in Xentral, which can then be used there for the further process.

How long does it take until the return documents are visible in Xentral?

Immediately after confirmation in the returns portal, you will also have the return in your Xentral as a document.

What about items that cannot be returned, e.g. items from sales campaigns or hygiene articles and personalized products?

These items or item categories can be excluded in the returns portal via the conditions for returns.

What do I do if the parcel label or QR code does not work?

If there are problems with the parcel label or the QR code, the end customer can contact customer service directly for a quick solution. The service address can be stored in the returns portal.

How can I track the status of my return?

Once the return has been registered, the end customer can check its progress at any time using a tracking link.

Can the texts in the portal and the email notification be customized?

Yes, the standard texts can be replaced by personalized texts.

What personalization options are available?

In addition to the logo and colors, the texts can be customized. This is possible globally and per project (shop/marketplace).

Can returns labels only be created with DHL?

In addition to a direct connection to DHL Retoure, the returns portal also has Shipcloud and Sendcloud integration. This means that numerous other parcel service providers such as DPD, UPS, GLS etc. can be connected.

Is the returns portal available to end customers in several languages?

German and English texts can currently be displayed. The end customer chooses.

Can different return periods be mapped?

Yes, the return period can be freely defined in days for each project (shop/marketplace). The check is carried out against the order date in Xentral.

Can I have my ticket system send a copy (BCC) of the confirmation messages to end customers?

Yes, a separate BCC address can be stored for each returns portal, to which a copy of the customer notification is then automatically sent.

Can the return by forwarding agent be displayed in the returns portal?

Pick-ups by forwarding agents are currently not yet directly possible. However, it is possible to configure the returns conditions so that an information message appears for the freight shipping method, stating that customer service will contact them for processing. In this case, no parcel label is created.

Xentral ERP Returns Portal for Growing Retailers

A returns portal that scales with you

Handle more returns without higher costs or added complexity. Xentral automates return requests and keeps all processes fully integrated in your ERP.

Centralized return management with real-time inventory updates
Fewer errors through automated, standardized workflows
Scales with growing order and return volumes

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No installation. No credit card.

Xentral ERP for Returns Management: A "Create Return" user interface window showing a 3-step progress bar and a status checklist including return label creation, stocking, refunds, and cancellation invoices.

OMR Reviews Badge: Startup Leader Q4/2026

OMR Reviews Badge: Top rated ERP System Q3 2026

Your benefits with Xentral’s returns portal

Automated return workflows

Reduce manual work and speed up your returns management. With Xentral, you can record, review, and process returns efficiently - all fully digital.

Seamless integration

Connect your returns portal directly with shops, carriers, and warehouse logistics - return data is automatically synced for maximum transparency.

Increase customer satisfaction

Offer your customers a modern, self-guided return experience – with clear processes, status updates, and hassle-free returns that build trust in your shop.

Cost control and analytics

Keep track of return rates, reasons, and effort. With Xentral, you identify opportunities for optimization and reduce your return costs in the long term.

Rule-based return decisions

Define custom rules for return periods, item conditions, or refund types. Xentral helps you manage returns efficiently and transparently.

Real-time inventory reconciliation

Returned items are automatically and accurately restocked – giving you full visibility into available inventory at all times.

AI Agents for your returns management

The Xentral Returns and Refunds Agent reviews return requests based on your policies, determines the appropriate course of action, and prepares the refund and response for approval. The system does the groundwork, and you make the decision.

More about AI in ERP

„“The returns portal is a game changer for every e-commerce retailer. It greatly simplifies the returns process, improves the customer experience, and provides valuable data for optimizing our products and services.”“

Daniel Becker, e-Commerce Manager

Xentral ERP for Returns Management: Xentral's Return Portal dashboard displaying analytics for received and completed returns, alongside settings for return addresses, standard shipping carriers like DHL, and connected shops.

Operational return handling

With Xentral returns management, you always have full visibility into all returns and their status. You can record returned items upon arrival, issue credit notes, and trigger refunds.

Xentral ERP for Returns Management: Backend settings for a returns portal showing configuration fields for return reasons, deadlines, service contact info, and visual branding like logos and primary colors.

Simple and customizable returns portal setup

The Xentral returns portal can be configured individually for each of your shops. Return address, logos, accent colors, and return reasons are just a few of the many customization options available.

Everything your Xentral returns portal can handle

Run all your operations in one system

From order management to accounting, everything is handled in one place, without disconnected tools or duplicate data entry.

Automate your day-to-day workflows

Automate orders, invoicing, and routine processes to reduce manual work, minimize errors, and keep operations running.

Real-time visibility into orders and inventory

Stay on top of stock levels, fulfillment, and orders at all times to plan better and avoid out-of-stock situations.

Make better decisions with reliable data

Access all your business data in one place, always up to date so you can analyze performance and act faster.

Purchasing

Process your purchasing transactions via a central platform, organize your dunning process and prevent delivery delays.

Seamless integration across your systems

Connect shops, marketplaces, and tools through integrations and ensure consistent data flows across your entire system landscape.

After just 18 days we were able to deliver almost 800 customer orders. You can't onboard an ERP faster than that.

Miriam Schreyer

Project Management at LIEBLINGSSTÜCK

We use Shopify as our e-commerce platform, but Xentral is the system we call the "beating heart" of our company.

Tim Nichols

Founder & CEO at 3Bears

I'm very happy with it because it heavily automates my e-commerce business.

Daniel Bültmann

Managing Director, shredbrothers

Three reasons why more than 2,000 merchants use Xentral Xentral returns portal.

Full control over every process with Xentral
Xentral is the most flexible ERP software built specifically for retail. It handles even the most complex processes reliably, without the need for custom development or individual configurations.
Unmatched productivity
Increase productivity with automated workflows and an intuitive user experience, from order processing and warehouse management to payments and accounting. Save time from day one and reduce errors across your operations.
Easy integration of your tools
Connect your existing tools to Xentral via API or ready-made integrations. Link shipping providers, shops, and marketplaces, and decide exactly which processes run through which tools, all within one central system.

Want to get to know Xentral? Create your free account now.

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Frequently asked questions

Your business. Your setup. Your Xentral.

B2C & B2B

Everything within one software. Full transparency and smooth order processing - perfectly tailored to every sales channel.

e-Commerce

From importing orders to fulfilling them, getting paid, and even sorting out your financials for the accountant—all fully automated.

Omnichannel

Whether online or offline. Inventory management, order processing, payment management and more - all in one place.

Mid-sized businesses

Modernize your business with a flexible ERP solution for medium-sized businesses – cloud-based, easy to use, and ready to handle your processes.

Startups

Your startup is growing, and your ERP is keeping pace: Automate processes, minimize sources of error, and create a scalable structure.

Wholesale

Manage purchasing, warehousing, and sales centrally for greater transparency, less effort, and true scalability.

Food & Beverages

Whether directly to consumers or through supermarkets via EDI. Stay compliant and keep things moving!

Fashion

Online store, marketplace, retail – automated, scalable, and seamlessly integrated for your multichannel success.

Cosmetics

Scaling beauty efficiently: Formula management, compliance, and multichannel sales in a single system.

ERP for the chemical industry: A middle-aged man with glasses and a white lab coat types on a laptop at a desk. In the background, a woman is organizing boxes on tall metal shelves in a sterile storage room. The foreground features a white box with a barcode, a tablet, clipboards, and several blister packs of pills.

Pharma

Connecting the pharmaceutical retail industry: With Xentral, you can manage your pharmacy and online business securely, efficiently, and at scale, all in one ERP system.

House & Garden

Connect all your sales channels and automate order fulfillment and inventory management for your business.

Electronics

Everything connected and under control: Xentral ERP for Technology & Electronics lets you connect all your marketplaces, orders, and payments in one system.