DHL Mobile Retoure

DHL: returns are even easier with mobile returns

DHL Mobile Retoure

Returns are a good thing for customers. The garment is too small, the product looks completely different than expected, or a dent adorns the exterior. Thanks to the return receipt, returning a package is straightforward and simple. Now DHL goes one step further: in the future, a simple QR code on your smartphone will be enough to send a DHL return.


Some e-commerce studies serve as the basis. These demonstrate that the option of conveniently shipping a return to the retailer plays an essential role in the purchase process. In surveys, more than 80 percent of online shoppers specifically chose retailers with a simple return procedure.

Amazon, Hermes, DPD and other providers are already using it: DHL is following suit

It has long been a common practice for returns through Amazon. The online mail order company generates a QR code in its return center and makes it available to the buyer. This then simply goes to the DHL branch or Hermes parcel store with the QR code and a label of the package is printed on site for return. With the Courier Express DPD, all you have to do is confirm the return button in the app and the customer receives a QR code to deliver to the parcel store. Mobile return tickets have also been established at Hermes and GLS for several years. Starting in November, DHL will also start using this principle for all online retailers. However, the mobile return voucher cannot be used automatically. As a general rule, the distributor must provide it to the respective end customer.

This is how mobile returns work

With the help of the QR code provided, the customer can go directly to one of DHL’s 24,000 branches and 3,700 DHL parcel stations, print the return receipt and receive the package. Therefore, you no longer need your own printer. Alternatively, there is the option of having the DHL parcel courier print the label directly at home as part of the parcel delivery. The courier then collects the shipment directly. In both cases, the QR code is scanned from the smartphone screen, a return label is printed, and a delivery confirmation is sent to the customer.

Free for distributors and customers

As part of a pilot operation, more than eight million mobile return labels have already been used. From the beginning of November, all DHL business customers can process the return of a package with a QR code through the DHL business customer portal. Until then, existing customers will gradually transfer to the necessary technical platform. New DHL Paket customers, as well as all commercial customers using a self-scheduled shipping logistics system, can set up the new return option with immediate effect. The use of Mobile Returns is free for distributors and customers.

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