Ultimate Guide to Integrating OTTO Market with DHL for Efficient Shipping and Returns

By Irene29 Apr,2025

When running a store on Germany's major e-commerce platform OTTO, sellers must strictly adhere to the platform's return policy requirements. This is especially crucial for sellers shipping through DHL, as OTTO explicitly requires sellers to provide free return labels (Retourenlabel) for buyers. Failure to comply not only negatively impacts customer experience but can also result in fines, account score deductions, or even account suspension.

So, why is uploading return labels necessary? How can you efficiently generate and upload them in bulk? Here’s a professional and systematic summary for you.



Why OTTO Sellers Must Upload Return Labels for Returns?


	Platform Requirement 

OTTO explicitly requires sellers to provide free and convenient return services for consumers. This is a crucial standard to enhance buyer experience and maintain overall competitiveness on the platform.


	Compliance with German/EU Law

 Under the German Distance Selling Act (Fernabsatzgesetz), consumers have the right to return items within 14 days without providing a reason. Sellers must offer an easy return channel to comply with the law and avoid legal risks.


	Improve Store Ratings and Conversion Rates 

An efficient return process directly impacts your store’s ratings (Verkäuferbewertung). High ratings bring more exposure and traffic, while reducing complaints and negative reviews related to returns.


	Avoid Potential Penalties

 Failing to provide return labels may result in account score deductions, fines (starting from €50), or even suspension of cooperation with OTTO. This can severely impact normal business operations.



What are Consequences of Not Uploading Return Labels?


	Account Score Deduction (Lower Verkäuferbewertung)

 OTTO evaluates sellers based on service quality, including shipping speed and return convenience. Failing to provide return labels harms customer experience, leading to complaints or negative reviews, which lowers your store’s score. ➔ Low ratings affect product rankings, visibility, and may cause you to lose the "Best Seller" badge.


	Fines (Vertragsstrafe) 

OTTO may fine sellers who violate platform policies, such as not offering the required return service. The fine typically starts at €50 and can accumulate for repeated offenses.


	Suspension of Seller Account (Suspendierung) 

Repeated violations, like customer complaints about returns or OTTO’s inspections showing non-compliant return processes, can result in OTTO suspending or terminating your seller account. This includes:


	Suspension of new product listings
	Removal of existing products
	Complete contract termination
	Damaged brand image and customer loss



	Legal Risks (Abmahnung / Klage) 

In Germany, consumer rights are highly protected. If a seller fails to provide an easy return process, consumers can file complaints with external agencies (e.g., Verbraucherzentrale, law firms), leading to official warning letters (Abmahnung) or even lawsuits. This can result in:


	Lawyer fees
	Court litigation costs
	Compensation for consumer losses



	Customer Loss and Damaged Brand Image 

Even without platform penalties, poor customer experience can lead to reduced repurchase rates and harm your brand image. OTTO buyers expect high service quality, and failing to provide a smooth return process can easily cause you to lose a significant number of long-term customers.



How to Efficiently Generate and Upload DHL Return Labels?

Method 1: Bulk Generation via DHL Geschäftskundenportal 



Suitable for: Small to medium-sized sellers looking for an intuitive process. 



Steps for Efficient Return Label Generation:


	Log in to your DHL Geschäftskundenportal (Business Customer Portal).
	In the main menu, select:
	
		"Retouren / Rücksendeetiketten erstellen" (Generate Return Labels)
	
	
	Choose "Massenauftrag hochladen" (Bulk Order Upload) (Some systems might refer to it as Massenverarbeitung)
	Upload an Excel or CSV file containing the following details:
	
		Buyer’s Name
		Buyer’s Address (Street, Postal Code, City, Country)
		Order Number (Optional but recommended)
		Shipping Weight (OTTO usually defaults to the 0.5kg - 2kg range)
		Email (Optional, if you want to notify the customer via email)
	
	
	Click "Upload." The system will automatically process the data and generate the corresponding return labels.
	Download the generated PDF files. (Usually, each label is a separate PDF or bundled into a ZIP file.)

Note:


	Ensure the CSV file format is correctly structured, as incorrect formatting will result in upload failure.
	The bulk upload limit is 10,000 orders per batch.
	For large quantities (e.g., over 1,000 orders), processing might take a few minutes, so please be patient.



Method 2: Automatically Generate Return Labels via 4Seller ERP System

4Seller can use the official DHL API to automatically generate return labels at the time of order shipment, which are then automatically pushed to the OTTO backend, eliminating the need for manual intervention.



Suitable for: Large and medium-sized sellers with high daily shipping volumes.



Steps for Automatic Return Label Generation:

Step 1: Connect OTTO Shop with 4Seller

Here is the detailed helping tutorial you could follow to check.

If you are a new user, in the setup wizard template on the 4Seller homepage, you can choose to connect your platform store, and click the OTTO icon to enter the authorized OTTO store page.


On the store management page, you can authorize a store regardless of whether you have authorized a store before. Click Store Manage in Settings, and then click the OTTO icon to enter the page to authorize the OTTO store.


Enter the OTTO authorize page, fill in the custom name, click connect.


After clicking connect, you will turn to the OTTO log in page, fill in the OTTO account and password information to log in. (4Seller only supports OTTO main account to integrate)


After log in pls follow the below steps to complete the authorization：




Once authorized successfully, will show the tips as below:




Step 2: Connect DHL with 4Seller

Here is the detailed helping tutorial you could follow to check.



Click Settings-Order&Shipping-Shipping Carriers-Major Parcel Carriers, find the DHL icon and click add.


Fill in the information and click Connect




Step 3: Set up Return Label for OTTO Orders in 4Seller

Here is the detailed helping tutorial you could follow to check.



Open the Process Settings page and fill in the required information. After that, you can click confirm.


Once you have finished the setting, when you buy the OTTO label, it will automatically purchase the return label through the carriers you set and send back the return tracking No. to OTTO platform, click the order details can check the return tracking No.

Note: If do not set the OTTO return label setting first, it will show an error when buying OTTO order labels, then it will guide you to set it up!



Step 4: Fulfill OTTO Orders via DHL via 4Seller

Here is the detailed helping tutorial you could follow to check.





Any problems pls contact 4Seller Support team: support@4seller.com
Advantages:


	Fully Automated Process
	Prevents Missing or Incorrect Orders
	Significantly Reduces Labor Costs



Method 3: Manually Upload on OTTO Partner Connect Backend Suitable for: Sellers with fewer orders or those in the early stages of operation.

Steps for Automatic Return Label Generation:


	Log in to the OTTO Partner Connect backend.
	Find the corresponding order.
	Manually upload the return label PDF file.
	Save and confirm.

Disadvantages: The process is cumbersome and prone to errors, making it unsuitable for large-scale operations.



What Should a Standard DHL Return Label Template Include?

A valid return label should include the following information:


	Sender (Buyer) information
	Recipient (Seller's return address) information
	A unique Sendungsnummer (tracking number)
	A clear barcode
	Return operation instructions

The standard format is as follows:




In conclusion

Selling on the OTTO platform requires proper management of DHL return labels, not only for compliance but also as a crucial factor in enhancing customer satisfaction and reducing operational risks.

The return experience has become a key competitive advantage for e-commerce sellers in Europe to achieve long-term success. For sellers with high daily order volumes, it is recommended to adopt the 4Seller ERP system early to implement bulk automation, improving overall operational efficiency.

Validated Customer Outcomes





Verified User Testimonial: “Connecting our Shopify store with Temu using 4Seller was incredibly straightforward. We migrated 400 + SKUs in less than 90 minutes, and the automated inventory sync reduced manual errors by 75%. Our sales on Temu have seen a remarkable increase since the integration!” —Amy Evangeline, Multichannel Retailer

For more detailed performance metrics and case studies, check verified customer reviews on Trustpilot. You can also visit the 4Seller Shopify App Store profile.



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