How do I use the DHL returns portal?

Please contact DHL to create a free contract and inform them that you require a returns billing number and a returns configuration for Galaxus.

Send the following details to Carsten.Bartels@dhl.com and copy Sven.Hennings@deutschepost.de:

• Company name

• Street, postal code, and city

• Contact details (phone and email) of your point of contact

You will need a new, separate billing number for Galaxus with DHL.

To do so, you must send a corresponding request along with your customer number from DHL or Deutsche Post (starting with 5 or 6 and consisting of 10 digits) to Carsten.Bartels@dhl.com and copy Sven.Hennings@deutschepost.de.

You will first need a business customer contract, access to the business customer portal, and a separate billing number for Galaxus returns (see instructions above).

In your DHL business customer portal (Geschäftskundenportal), create a return configuration under the "Recipient and Country Overview" section with your return address and define a Receiver ID. You can name this ID yourself. Additionally, enter the new, separate billing number (see instructions above).

Create a new user with the role “Return”. To do this, navigate to the User Overview tab in your DHL business customer portal and follow the steps to create a new user.

During the user creation process, you must assign the role “Return” to the new user.

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DHL will then send you an email to activate the new user. Click on the confirmation link in this email and set a username and password. For example, you can name this user “Galaxus Returns.”

Afterward, please contact your Portfolio Development Manager at Galaxus. We will need the following information from you to set up the automated returns process:

• Receiver ID for Galaxus returns (see Step 1)

• Username of the return-authorized system user (see Step 3)

• Password of the return-authorized system user (see Step 3)

In the DHL business customer portal, you can configure a setting for each user to receive a reminder before a password expires, prompting them to change it. Activate this feature in the Personal Data section of the DHL business customer portal for the Galaxus returns user.

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In the DHL Business Customer Portal (Geschäftskundenportal ), passwords expire after 12 months. This means that Galaxus return labels can no longer be generated. You need to update the password in the DHL Business Customer Portal and subsequently update it in the Galaxus Partner Portal to ensure the process continues to function smoothly.

You will receive an email notification stating that the return configuration is no longer working and the password needs to be renewed.

1. Log in to the DHL Business Customer Portal (Geschäftskundenportal ) using your existing credentials.

2. Click on your username to navigate to the User Management section.

3. Select the user account for Galaxus Returns and click on the pencil icon to edit the user.

4. In the personal data section, scroll down to the bottom and click on the button “Send email for password”.

5. You will receive an email from DHL at the email address associated with this user. Follow the instructions in the email link and set a new password.

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After changing the password in the DHL Business Customer Portal, log in to the Galaxus Partner Portal and update the new password there to ensure the automated returns process works again.

In the DHL Business Customer Portal, you can configure a reminder for each user to be notified before a password expires and needs to be changed. Enable this feature in the Personal Data section of the DHL Business Customer Portal for the Galaxus return user.