CZ DC: How to Handle Return Shipments

We currently offer return shipment solutions through Zásilkovna and GLS. Each carrier has its own specific process to make returns easier for customers. Here's how these services work:

Zásilkovna

For customers who wish to return goods via Zásilkovna, this service is exclusively for individual parcels. All steps are managed through our customer support team, which generates a return label upon request. This service cannot be used without contacting customer support. Customers can return goods conveniently using Zásilkovna’s wide network of pickup points or Z-BOXes.

How it works:

1. Contact our customer support

2. Label creation

   • Customer support will generate a return label and send the code to the customer or e-shop as agreed.

3. Returning the package

   • The label code is entered at a Zásilkovna pickup point, where the staff prints the label and sends the package.

   • For Z-BOX returns, the label is sent electronically, and the customer attaches it to the package.

   • The tracking number is sent only to the customer or e-shop (it is not yet integrated into the Mailship portal).

4. Warehouse receipt

   • Returned goods are processed as standard return.

Required information:

• The order number being returned.

• The phone number and email of the customer or e-shop.

GLS

The new GLS return service allows customers to handle returns independently, without customer support involvement. This service is available for all parcels, regardless of the original shipping carrier.

Benefits

• No customer support needed: Customers manage the entire process themselves.

• Flexible: Returns are accepted for goods not originally delivered via GLS.

• Accessible: GLS offers a wide network of pickup points across Europe.

How it works

1. Add a link to your e-shop

   • Place a link on your e-shop that directs customers to the GLS portal.

   • The portal can be branded with your logo for an enhanced customer experience.

2. Filling out the form and label creation

   • Customers fill out a form on the portal and receive a return label via email.

   • The labeled package can be dropped off at any GLS pickup point in Europe.

3. Returning any package

   • Customers can return any parcel, even if it was not originally delivered by GLS.

   • The tracking number is sent to the customer’s email only (it is not yet integrated into the Mailship portal).

4. Warehouse receipt

   • Returned goods are processed as standard return.

Required information:

• Simply contact customer support to create your custom GLS return link.

• Optionally, provide a logo to be displayed on the portal.

DHL Connect

The DHL Connect service makes it easy and quick to return goods across the EU. It works through a special return portal, which we create separately for your e-shop.

Benefits

• No customer support needed: The entire process is handled by the customer.

• Flexible: Customers can return goods even if they were not delivered via DHL Connect.

• Accessible: Large network of pickup places across Europe.

How it works

1. Link on your e-shop

   • You place a link to the DHL Connect return portal on your e-shop. The customer clicks it directly from your website.

2. Form and return label

   • The customer fills out an online form and immediately receives a return label by email.
     (Note: The email with the label may end up in spam.)

3. Return the package

   • The customer prints the label, puts it on the package, and brings it to any DHL pickup place.

   • Only the customer receives the tracking number by email.

4. Inbound and processing

   • Returned goods will be processed at your warehouse as a return or claim, according to your internal rules.