Cerivio-branded returns · label to refund in one flow

Buyer requests a return · Cerivio issues the label · pickup or drop-off through 5 carriers · seller inspects · escrow releases the refund automatically. No customer-service tickets to route. No return-address translation. No refund reconciliation.

Carriers · DHL Retoure · DHL Abholung · GLS ShopReturn · DPD Rücksendung · Hermes Retoure Fee · wholesale + 12-25% markup (tier-based) Complements · #08 Managed Shipping (outbound leg)

1How the return flows

1 · REQUESTED

Buyer opens return from order page

2 · LABEL_ISSUED

Cerivio emails signed PDF + QR

3 · PICKED_UP

Carrier scan at door / drop-off

4 · DELIVERED

Package lands at seller warehouse

5 · INSPECTED

Seller confirms condition

6 · REFUNDED

Escrow releases · buyer credited

Cancellation is possible up to step 4. From step 5 onwards the outcome is either REFUNDED (buyer credited from escrow) or DECLINED (item non-conforming · notes required · escrow released to seller).

2Who pays for the label

By default the payer depends on the reason code:

Reason code	Default payer	Rationale
NOT_AS_DESCRIBED	Seller	Listing accuracy is seller's obligation
DEFECTIVE	Seller	Item quality is seller's obligation
WRONG_ITEM	Seller	Picking error at seller warehouse
ARRIVED_DAMAGED	Seller	Packaging is seller's obligation
NO_LONGER_NEEDED	Buyer	Buyer remorse
ORDERED_BY_MISTAKE	Buyer	Buyer error
BETTER_PRICE_FOUND	Buyer	Buyer preference

Override at request time by setting charged_party to SELLER / BUYER / SPLIT (50/50).

3Pricing · wholesale + tier markup

Bronze

25% markup

Silver

20% markup

Gold

15% markup

Enterprise

12% markup

Wholesale rates (2026)

Carrier	0-2kg	2-5kg	5-10kg	10-31kg
DHL Retoure	€3.90	€4.90	€6.20	€9.80
DHL Abholung (door pickup)	€6.50	€7.90	€9.50	—
GLS ShopReturn	€3.60	€4.40	€5.80	—
DPD Rücksendung	€3.85	€4.70	—	—
Hermes Retoure	€3.20	€3.95	—	—

Example. Silver seller · DHL Retoure · 4kg package. Wholesale €4.90 → 20% markup €0.98 → charged price €5.88. Cerivio books €0.98 revenue per return.

4Revenue projection · this feature

Assumption	Yr 1	Yr 2	Yr 3
Marketplace return rate (industry avg 8-15%)	10%	10%	10%
Cerivio-processed returns per year	40k	120k	280k
Cerivio-managed opt-in rate (of returns)	25%	50%	70%
Blended markup revenue per return	€1.00	€0.95	€0.90
Returns revenue	€10k	€57k	€176k

Modest as a standalone line but the strategic value is closing the shipping loop — sellers who use Cerivio for both outbound (#08) and returns (this feature) reduce their operational surface to a single API. Cross-sell into Cold-chain / Cross-border customs · v0.19.

5Get started

Every seller is enrolled by default — returns route through Cerivio unless opted out.
Buyers see a "Return this order" button on order pages. One click generates the label.
Full escrow-refund automation is enabled when Cerivio Buyer Protection is on the seller account.