Returns belong
in the shop
The customer files the return themselves - in the customer account or as a guest with an order number and an email address. Per line they pick what goes back, why, and what they would like. After that they have a page with the status, the return document and, if you want, the return label. And you have a case instead of an email.
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The whole process, step by step
First the path of the customer through the storefront, then yours through the administration. Every screen is rebuilt from the templates of the plugin, in its own wording.
What the customer does
Seven screens from the first click to the parcel at the branch.
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As a guest: no account, just an order number
An address of your own that you assign - the default is ruecksendung. The guest types "Your order number" and either "Your email address / your zip code". No password. Whoever no longer has the number searches below it by last name and email or postcode.
deinshop.de/ruecksendungYour order number10024Your email address / your zip codemax@beispiel.deLog in -
As an existing customer: nothing to type at all
Customers who are logged in need no number. The account sidebar carries an additional entry "Return shipments", and in the order overview every order has a "Return" button. It leads straight to exactly that order.
deinshop.de/account/orderOrderDate1002412.05.2027Return1001902.04.2027Return -
The overview of the order
Both ways end here. The page shows what has already gone back for this order - with number, products and status per row - and below it the button "Create new return". When nothing is left to send back, the reason takes the place of the button.
deinshop.de/dvsn/return-shipment/dashboard/…OverviewHere you can find an overview of already placed and current returns to your order.New returnHere you can place a return for individual products of the order.Create new returnReturn shipmentProductsStatus500021x Linen shirtSize: MReturn shipment openTo the return -
The form: the order line by line
Every order line gets a row with image, name and product number, the selection on the right. Whatever may not go back stays greyed out rather than disappearing - vouchers and discounts are not products at all, anything already returned is subtracted from the quantity, and single articles you block through a custom field or a Twig condition. At the very bottom a field for the whole case.
deinshop.de/dvsn/return-shipment/create/…Linen shirtSW-10024Size: M1Product defectiveRequest replacement deliveryYour comment on the product...Seam open at the left shoulderTable lampSW-101022Product incorrectly deliveredCreate credit noteToothbrush setSW-10088-Please select reason...Your commentYour comment on the return shipment...Create return shipment -
Per line: quantity, reason, procedure, comment
The quantity runs from one to the quantity still open. Reason and procedure come from two lists that belong to you: you add your own, change the wording and assign every entry to a sales channel. What you see below is what ships - six reasons and three procedures as a starting point, not a fixed set. The procedure can also be switched off entirely. On top of that a field per row, "Your comment on the product...".
deinshop.de/dvsn/return-shipment/create/…Linen shirtSW-10024Size: M1Product defectiveRequest replacement deliveryYour comment on the product...Seam open at the left shoulderReasonProduct defectiveProduct incorrectly deliveredProduct delivered incompleteProduct does not correspond to the descriptionProduct price / performance insufficientOther reasonsProcedureRequest replacement deliveryCreate credit noteRequest return of payment -
Optionally before that: your checklist
When it is on, clicking "Create return shipment" first opens a window with tick boxes that all have to be set. Three ship with the plugin, the texts are yours and may carry markup.
Create returnPlease confirm the following checklist to create a return.Yes, I have read the Terms and ConditionsYes, I agree that my data will be transferred to the shipping service providerCreate return -
Afterwards he has a page, not a mail
Instead of a confirmation mail the customer gets a page that stays: the state on top, below it four numbered cards. First the products to check, then the return document for the parcel, then the label - DHL, UPS and the DHL QR code for everyone without a printer, all through the real interface with a shipment number. Finally the drop-off at the branch. Without a label there are three cards.
deinshop.de/dvsn/return-shipment/details/…Return shipment open
Return shipment50002Order100241Your products2Print documentPrint return shipment3Print DHL or UPS LabelPrint DHL LabelPrint DHL QR CodePrint UPS Label4Drop off at a DHL or UPS storeProductReasonProcedure1x Linen shirtSize: MProduct defectiveRequest replacement delivery -
And everything stays visible in the account
The menu entry "Return shipments" leads to a list across all orders: return number with date, order number with date, the products with their quantity, and the status. That settles the most common question after a return.
deinshop.de/dvsn/return-shipment/listCreate new return shipmentReturn shipmentOrderStatus5000210024Return shipment open5000110019Return shipment completed
What you do in the admin
Five screens from the workload to the tab on the order.
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A menu entry instead of an inbox
Returns otherwise sit wherever they arrive: in the inbox. Here they sit in a list of their own, sortable and divisible through six filters - by status, channel and country among others. That lets you split the work instead of going through one inbox as a pair.
Administration · Return shipmentsSearch all return shipments...Return-No.Order-No.CustomerStatus5000210024Mustermann, MaxReturn shipment open5000110019Schmitz, AnnaReturn shipment in progress5000010011Unknown customer...Return shipment completed -
The case: three tabs, one status
"Return shipment", "Communication" and "Documents". The first shows return shipment, order, customer and shipment number, plus the status to change. You can rename the four statuses that ship with the plugin or add your own, "waiting for feedback from the manufacturer" for instance.
Administration · Return shipment 50002Return shipmentCommunicationDocumentsInformationReturn shipment50002Order10024CustomerMustermann, MaxShipment number00340434161094…StatusCurrent statusReturn shipment openHere you can change the current status of the return. -
The lines, and the goods back into stock
Every line sits there with its quantity, reason, procedure and the comment the customer wrote for that very row. Tick the boxes, press "Post marked products to inventory", a window asks back - the flag on the line prevents a double posting even when two people work the case one after the other. If a voucher was in play, the card warns you: the line price is then not the price paid.
Administration · Return shipment 50002ProductsPost marked products to inventoryQuantityNameReasonPosted to inventory1Linen shirtSize: MProduct defectiveno2Table lampProduct incorrectly deliveredno1Toothbrush setOther reasonsyes -
Answering: public and internal kept apart
Your "Your public comment" lands on the status page at the customer - that is the way back without a mail. Next to it a "Private comment for internal discussions" that the customer never sees.
Administration · Return shipment 50002 · CommunicationPublic commentsCustomer commentPlease replace with the same size.Your public commentThe replacement is reserved.Private commentPrivate comment for internal discussionsSecond return from this customer this month. -
On the order, and filing it yourself
Next to "General", "Details" and "Documents" sits a tab "Return shipments" with every case for this order. When the return arrives by phone, you file it yourself - from the tab or straight from the context menu of the order list. You create document and label here just the same.
Administration · Order 10024GeneralDetailsDocumentsReturn shipmentsReturn shipmentsCreate new return shipmentNumberStatusDate50002Return shipment open12.05.2027Display
37 % move on to another seller after a bad return experience.
The return is often the last impression somebody takes away from your shop - not the purchase.
Retouren-Report 2025, Trusted Returns with OnePoll, 1,000 online customers
Eight situations from everyday work
guest without an account · deadline from delivery · excluding hygiene articles · a label without a printer · a label for a fee · a return by phone · putting goods back in stock · several countries
What it costs
Rented through the Shopware Store, cancellable monthly. The first month is free.
49.00 € per month
or 499.00 € per year89.00 € saved
Prices from the Shopware Store, plus VAT. The yearly rate is twelve months paid up front.
Always included
- DHL and UPS labels with the QR code
- Returns for guests without an account
- Your own reasons, procedures, statuses
- A checklist before filing
- Two deadlines: filing and label apart
- Excluding products, by Twig as well
- The return document as a PDF
- Posting to inventory at a button press
- A public and an internal comment
- Emails to the customer and to you
- 40 settings, each per sales channel
- A Store API for your own surfaces
Frequently asked
The answers are in the manual as well - these are the short versions.
Can guests file a return as well?
Yes. Through an address of its own, by default /ruecksendung, they log in with an order number and an email address or postcode. Anyone who no longer has the number searches for their orders by surname and email or postcode.
Do I have to offer DHL or UPS labels?
No. Both can be switched on separately and are off as delivered. Without a label the customer still gets the case, the status and the return document to enclose.
When does the return deadline start?
At the moment the delivery status you chose was set. The plugin reads that moment from the status history, not from the order date. The deadline can be given as a period in days or as a fixed date.
Can I exclude single products from returns?
Yes, in three ways. Vouchers and discounts are out from the start. Single products can be excluded through a custom field. Everything else through a Twig condition that runs for each order line. Excluded lines sit greyed out in the list.
Are returned goods booked back into stock automatically?
No, and that is deliberate. In the return you tick the lines that go back on sale and book them at the push of a button. A marker per line prevents anything from being booked twice.
Can I charge for the label?
Yes. The label then becomes a product in the shop that the customer buys; only once the payment has arrived can it be created. The setting sits on the credentials record and therefore applies per country - Germany free and Austria for a fee is possible.
Does this work headless?
Yes. Five store API routes cover the case: create a return, the document, the DHL label, the DHL QR code and the UPS label.
Can I create my own statuses?
Yes. Statuses, reasons, procedures and checklist entries are records in the admin - translatable, sortable, three of them per sales channel as well. The entry status is simply the one with the lowest position.
Try it for thirty days
In the demo shop you can click through the whole route without installing anything. And the first month of the rent is free.