How to process orders for OTTO and add tracking information

Important: Channable only supports one return warehouse.* If you set up multiple warehouses in your OTTO account, your order connection may fail and orders won’t fully process.

* OTTO recently introduced a feature that allows you to set up multiple return warehouses.

To process OTTO orders successfully, you must provide both a tracking number and return tracking number for each order. OTTO requires this information to confirm shipments, even if a customer decides not to return their order.

You can configure this in two ways:

• Automatically submit return tracking codes using a compatible webshop

• Manually enter these details in Channable after each order

This article explains both methods of setting this up.

Before you start

You’ll need:

• Marketplaces Standard plan added to your package

• The Order Sync add-on enabled in your Channable account

• An existing OTTO channel set up in your project

Option 1: Automate sending tracking number via web shop

If you’ve connected one of the following webshops to Channable, you can set them up to automatically fetch return tracking numbers. Select your platform below and follow the instructions provided.

Shopware 5

To set up a return tracking field in Shopware 5:

1. Go to Configuration > Free Text Field Management.

2. Select the option to add a new text field to the Orders(s_order_attributes) table.

   
3. Check that Display in Backend is selected so it appears in the order overview.

4. Click Save. It will appear at the bottom of the Overview tab in the Order details section.

   
5. The field name to use when retrieving this data is returnTrackingCode, despite setting it as return_tracking_code during creation.

Shopware 6

To add a return tracking code in Shopware 6:

1. Go to Settings > System > Custom Fields

2. Click on Add Set to create a new set named: Return tracking code.

   
3. Inside the new set, create a new text custom field.

   
4. For Technical name, fill in “return_tracking_code”.

5. For Label, fill in “Return tracking code.”

6. Click Save. This custom field will now be available at the bottom of the order details page to fill in.

   

WooCommerce

To add a return tracking code in WooCommerce:

1. In your WordPress dashboard, go to WooCommerce > Orders.

2. Select the specific order to which you want to add a return tracking code to.

3. Locate the Custom fields section within the order details page. Note: The appearance and location of this section may be different depending on your WooCommerce version and any installed plugins.

Create a new custom field. For Name, enter “return_tracking_code”. For Value, enter the return tracking code.

Shopify

To add a return tracking code in Shopify:

1. In your Shopify account, go to Metafields.

2. Select the Orders section to add a new metafield to orders.

3. Create a new metafield and name it “Return tracking code”.

4. Set the type to Single line text and ensure it's configured to accept a single value. This metafield will then be accessible for each order, allowing to input the return tracking code directly within the order's details.

To retrieve this information programmatically, make a GET request to the orders/{order_id}/metafields.json endpoint.

Note: This endpoint might not be listed in the official Shopify documentation but has been verified to work for accessing order metafields, including the return tracking code.

Magento

To add a return tracking number in Magento:

1. In your Magento account, enable Return Labels in the plugin and configure Regexp as follows:

   
2. Fill in the information required:

   • For Title, put the value from the Title should contain field (from the 'Return Labels' configuration)

   • For Number fill in the return tracking key.

     

Option 2: Manually update tracking number in Channable

If your import platform doesn’t support automated return tracking codes, prepare them and submit them in Channable to send them to OTTO.

After a customer places an order on OTTO:

1

1. Channable will automatically import the order into your order processing system.

2. Prepare a tracking code for your order and a return tracking code in your system.

2

1. In Channable, open the project containing your [your Otto channel] and go to Orders.

2. In the Processed orders tab, click the unprocessed order and select Shipment confirmation.

3

1. Fill in the information requested:

• For Tracking code, add the tracking code of your customer’s order.

• For Transporter (optional), select the postal carrier responsible for delivering the order.

• For Return tracking code, fill in the prepared return tracking code if the customer decides to return their order.

• For Return transporter, select the postal carrier responsible for returning the order.

Note: OTTO only accepts DHL, GLS, or Hermes.

4

1. Click Send shipment confirmation.

Channable will update the information for the order to include the required tracking information.