How do shipping and returns work for partners on Otto.de?

Selling on Otto.de as a partner involves a structured approach to shipping and returns, designed to ensure a smooth experience for customers and maintain Otto’s quality standards. Here’s a detailed breakdown:

Approved Shipping Service Providers for Outbound Deliveries within Germany

For parcel goods (non-freight forwarding), Otto.de approves a specific set of shipping service providers for outbound deliveries within Germany:

• Hermes
• DHL
• DHL Express
• GLS
• DPD
• UPS

Sellers are required to ship from a German warehouse.

Approved Shipping Service Providers for Returns

For parcel goods returns, the list of approved service providers is more limited:

• Hermes
• DHL
• GLS

Shipment Tracking Number Requirement

Yes, a shipment tracking number is required for both outbound and return journeys for parcel goods.

• Outbound: When you confirm an order shipment to Otto.de, you must provide the outbound shipment number.
• Return: Crucially, you must also provide a return shipment number at the time of sending your shipping confirmation for the outbound parcel. This return shipment number is vital for generating the return label for the customer and for tracking the return.

For freight forwarding goods, you are not required to provide a return consignment number.

How the Return Label is Generated for Customers

The process for generating return labels for customers is largely automated by Otto.de, leveraging the return shipment number you provide:

1. Customer Initiates Return: When a customer decides to return an item, they register the return in their Otto.de customer account.
2. Otto Generates Label: Using the return shipment number you provided when sending the initial order, Otto.de generates a return label and a QR code for the customer. This is made available as a PDF file in the customer’s account.
3. Return Address: The return label will use the return address you have configured in your Otto.de seller settings.
4. Customer Action: Customers can then print out the return label themselves, affix it to the package, and send the return. For QR codes, they can often simply show the code at a parcel shop for printing.

Otto.de explicitly requires sellers to provide free return labels for buyers, emphasizing this as a crucial standard for customer experience and compliance with German/EU law. Failing to do so can result in penalties.

Specific Requirements for Shipping Freight Forwarding Goods

For freight forwarding goods (larger, heavier items not suitable for parcel services), partners have more flexibility:

• You can use a freight forwarder of your choice.
• As mentioned, you do not have to provide a returns consignment number for freight forwarded goods.
• To arrange a return for freight forwarded goods, customers will see your contact details (entered in your returns information on Otto.de) in their “My account” section on otto.de. This implies that the customer will directly contact the seller to arrange the pick-up or return of the freight forwarding item.

How Returns are Managed and Processed by Otto.de or the Partner

The return management process for partners generally works as follows:

1. Customer Registers Return: The customer initiates the return via their Otto.de account.
2. Seller’s Responsibility: The seller is responsible for the actual physical processing of the return once it arrives at their designated German warehouse. This includes:
   • Receiving the returned goods.
   • Inspecting the items.
   • Notifying Otto.de of the successful receipt of the return. Otto.de then notifies the customer.
   • Processing refunds or exchanges.
3. Otto’s Role: Otto.de facilitates the return process by:
   • Providing the digital infrastructure for customers to initiate returns.
   • Generating the return labels (for parcel goods).
   • Handling the communication to the customer regarding the return status after receiving updates from the seller.
   • Processing the financial refund to the customer, which is then settled with the seller.

Otto places a high emphasis on efficient returns processing, as it significantly impacts customer satisfaction.

Costs Associated with Return Tracking Numbers or Actual Returns for Sellers

• Return Tracking Number: The return tracking number itself is not subject to a charge.
• Actual Returns: Costs for the actual return are incurred by the seller only when the return label is actually used, meaning a return physically takes place. These costs are typically associated with the shipping service provider you use for returns (Hermes, DHL, GLS) and any internal processing costs for handling the returned goods.

Otto.de offers free returns to customers, meaning the customer does not pay for the return shipping. This cost is effectively borne by the seller (as part of their overall operational costs, or potentially factored into product pricing).

In essence, Otto.de provides the platform and tools for a streamlined shipping and returns process, but the operational responsibility and associated costs for outbound shipping and processing returns (including return shipping fees) lie with the partner seller, operating from a German warehouse.