Shipping & Returns

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Shipping and returns

A smooth shipping and returns process is very important to our customers and therefore essential for your success in the marketplace.

As an OTTO Market Partner, you have the option of using various carriers within Germany. For the outward journey, you can use the shipping service providers Hermes, DHL, DHL Express, GLS, DPD and UPS. So far, you can only use Hermes, DHL and GLS for your returns.

There are no specifications for freight forwarding goods. You can use a freight forwarder of your choice for the processing of freight forwarded goods.

For each order, a shipment number is required for the outward and return journey, which is used to create the return label and to track the return and order.

In order to be able as a customer to send a return, they register it in their customer account. We then generate the return label and QR-code from the data you provide. To make this possible, we need the return shipment number when you send us your shipping confirmation.

Order processing in three steps

Step 1

Customers order partner articles on otto.de and we forward the order to you.

Step 2

You confirm the order, send us a shipment number for round trip and ship the products directly to the customers.

Step 3

In the event of a return, you notify us of the successful receipt of the return and we notify the customer.

Possible shipping service providers for parcel logistics

As an OTTO Market Partner, you have the option of using various carriers within Germany. The following overview shows you which shipping service providers are permitted for the outward or return journey. Shipment tracking must always be guaranteed.

Shipping service provider for the outward journey for parcel goods:

Shipping service provider for the return of parcel goods:

Shipping goods

If you offer shipping goods, you can use a shipping company of your choice and do not have to provide a returns consignment number. To arrange a return of freight forwarded goods, customers will see on otto.de under "My account" the contact details you have entered in the returns information.

Merchandise Mail

Small-volume products cannot be sent in a letter, but you can use merchandise mail (Warenpost). It is possible to transmit the tracking number of the merchandise mail by means of the shipping type parcel.

The returns process for parcel goods

Customers can return the delivered orders or declare the revocation until the expiry of the return period of 30 days. To do this, they must register the shipment of the return via the customer account. With the help of the return shipment number, which you have sent to OTTO as part of the shipping confirmation, OTTO generates a return label and QR-code for the customer and makes it available as a PDF file in the customer account. The return address from your settings will be used for this purpose. Customers can print out the return label themselves, stick it on the package and send the return.

The return shipment number for parcel goods

As soon as an order is ready for dispatch and has left your warehouse, you report a dispatch confirmation to OTTO. The shipping confirmation must contain the place of departure, the shipping service provider as well as the outbound shipment number and the returns shipment number. The return shipment number is used to create the return label and track the return. Each package also needs a shipment number for the return in order to be able to track whether it has also arrived back at the seller. You only incur costs if a return actually takes place.

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