DHL Express

Details about ShipStation's integration with DHL Express. Includes integration requirements, connection process, features, pickups, claims, and other notes.

DHL Express COVID-Related Service Updates!

As of 1 April, 2020, DHL Express is adding an emergency situation surcharge for deliveries. You will see this surcharge reflected in your rate estimate and Carrier Fee in ShipStation. For more information about the surcharge, see the DHL Express Emergency Situation Surcharge page.

There are also some temporary service adjustments for Time Definite International Services. See Service Information Corona Virus for up-to-date information.

ShipStation's integration with DHL Express allows you to connect your own DHL Express account so you can create international shipping labels to ship anywhere in the world.

Important

This page explains how to connect and use an existing DHL Express account to ShipStation. For information on the pay-as-you-go option, review our ShipStation Carrier Services: DHL Express article.

If you do not yet have an account, go to the DHL Express open an account page to get started.

DHL Express Requirements

Connection Requirements:

Requirement Updates for New Accounts

Starting on April 30, 2021, ShipStation will require the following information for all DHL Express connections:

  • Account Number

  • Site ID

  • Password

This requirement will NOT affect existing connections but will be required when connecting any new DHL Express accounts.

  • An active account with DHL Express US.

  • Your DHL Express account number.

  • Your DHL Express Site ID and Password.

    To obtain this, you must register for credentials on the DHL Express XML Developer Portal.

International Requirements:

  • ShipStation generates a commercial invoice for you and uploads this to DHL Express. You may also print a copy to include in your shipment.

  • Federal tax ID and EORI numbers are sent electronically. Any additional tax identifiers will be included on the commercial invoice.

Connect a DHL Express Account to ShipStation

To connect your DHL Express account to ShipStation:

  1. Select the DHL Express tile and click Connect.

    DHL Express International logo
  2. Enter your DHL Express Account Number, Site ID, and Password.

    Note

    To obtain your DHL Express Site ID, you must register for credentials on the DHL Express XML Developer Portal.

    Then, choose an Account Nickname (this is only to identify the account in ShipStation).

  3. Click Connect.

Available Features for DHL Express Integration

ShipStation's integration with DHL Express supports these standard features:

Common ShipStation Features

International Services

Express Envelope

Express Worldwide

Package Options

Package

Custom Packages

Confirmation Options

Electronic Signature

Additional Features

ShipStation's integration with DHL Express allows for these additional features:

Feature

Description

Paperless Trade (PLT)

ShipStation will automatically try to submit customs information electronically through DHL Express' PLT service. If ShipStation is not able to submit customs information through PLT (either because it's not enabled for your DHL Express account or because the destination country does not support PLT), you will need to print any necessary customs forms.

Third-Party and Recipient billing

You can assign the billing to a third-party or recipient DHL Express account using Other Shipping Options.

Third-party billing is available when creating labels through your own DHL Express account in ShipStation. It is not available when using DHL Express from ShipStation.

Supports InXpress, Preferred Ship, and International Logistics Solutions rates

ShipStation can display rates when you use a DHL Express account obtained through the DHL postage resellers InXpress, Preferred Ship, and International Logistics Solutions. To enable these rate displays, you must contact ShipStation Support.

Schedule Pickup within ShipStation app

Under the Shipments tab, use the DHL Pickups option (available if DHL Express is connected to your account).

From here you can schedule a pickup time for DHL Express shipments. Review the Schedule a DHL Express Pickup section below for details.

The carrier integration can be used to create domestic shipping labels.

The carrier integration can be used to create international shipping labels.

ShipStation will submit international customs information electronically to the carrier.

The carrier integration can be used to create domestic return labels.

ShipStation will display estimated shipping rates for the carrier based on the connected account information and shipment details.

Additional carrier insurance can be purchased through ShipStation.

Shipping labels created for this carrier will include a tracking number that can be used to view the shipment status on the carrier's tracking website. Tracking may not be available for all shipping services.

When tracking is available, ShipStation will automatically track the shipment status and update the tracking status on the Shipments tab. This feature allows for other advanced ShipStation features like delayed notifications and the Branded Tracking Page.

ShipStation can perform an End of Day process for the carrier and creates an End of Day PDF file that can be printed and provided to the carrier. The End of Day process can be mandatory or optional, based on the carrier and your account with them. The file may or may not be submitted electronically, see End of Day (Electronic).

ShipStation can print the store's logo on shipping labels created for this carrier. Label branding may not be available for all shipping services.

ShipStation can include information that will be displayed on the label as a label message. Label messages may not be available for all shipping services.

The carrier integration can be used to create multi-package shipments, where multiple individual packages are linked together into a single shipment record with a master tracking number.

You can connect this carrier integration to ShipStation multiple times using different account information, and choose which account will be used to create each shipment.

Additional Details about the DHL Express Integration

Here are some things you should know about ShipStation's integration with DHL Express:

  • The maximum weight for an Express Envelope shipment is 10 oz, and you must use DHL's branded envelope packaging.

  • When you use the multi-package shipping option, there is a limit of 99 packages, with a maximum total weight of 2200 lbs (1000 kgs).

  • DHL Express requires a Company Name in both the Ship To and Ship From address fields. If no Company Name is available, ShipStation will reuse the Name field.

  • ShipStation will combine all three Label Messages into a message that will display as Ref #1 on the DHL Express shipping labels.

  • ShipStation does not provide the required EEI/ECCN for shipments sent to China, Russia, or Venezuela. See the DHL website for more information.

DHL Fee Adjustments

DHL reserves the right to charge adjustments for administrative and other costs. It is the shipper's responsibility to address all DHL shipment fees and subsequent adjustments.

To ensure your rates in ShipStation are accurate, be sure to always enter the true weight and dimensions of all shipments before creating the labels. See the DHL website for more details or contact DHL support.

Schedule a DHL Express Pickup

ShipStation allows you to schedule a pickup time for your DHL Express shipments directly within the ShipStation application.

You may incur a pickup fee if you schedule a single pickup when you use an individual DHL Express account.

To schedule a pickup for your DHL Express Shipments:

  1. Select DHL Express from the Schedule a Pickup drop-down menu.

    V3 Shipments tab, showing the DHL Express and UPS options in the Schedule a Pickup drop-down menu
  2. Fill in this required information: Ship From location, the primary contact for this shipment, date of pickup, and time frame.

    V3_SHP_Pickup_DHLpickup-PU.png
  3. Click the Schedule Pickup button to submit the pickup.

Note

The DHL Scheduler Pickup Date will default to the next day so you might not see any Open Shipments appear in the pop-up. To view open shipments, change the Pickup Date to match the Ship Date on the label.

Cancel a Scheduled Pickup

  1. Select DHL Pickups from the Shipments sidebar.

  2. Select the checkbox next to the pickup you want to cancel.

  3. Click the Cancel Pickup button.

  4. Confirm your cancellation on the pop-up when prompted.

Alternative DHL Express Schedule Process

If you are unable to successfully schedule your DHL Express pickup in ShipStation's pickup scheduler, you can also use the Schedule a Pickup form on the DHL Express website.

  1. Go to the DHL Express Schedule a Pickup form.

  2. Select No to indicate that you already have a label.

  3. Select I have a DHL Waybill Number.

  4. Enter the waybill number (this is the same as the label's tracking number from ShipStation).

  5. Click Next.

DHLX_pickupschedulerform_MRK.png

You'll then be prompted to fill in the pickup details to complete the process.

File a DHL Express Insurance Claim

Should one of your DHL Express packages get lost or damaged, DHL Express includes standard liability to reimburse the shipper.

The shipper must file claims and file within 30 days of the date DHL accepted the shipment. Claims are subject to DHL Express's terms and conditions.

You can file a claim using DHL's online forms, or by downloading a PDF and submitting via email, fax, or mail:

Note

If you need to file a DHL Express using ShipStation Carrier Services claim, you'll use the Downloadable PDF. For details, see the DHL Express from ShipStation section of the ShipStation Carrier Services page.

Steps to File a Claim with DHL Express

  1. Complete and submit the claims form to DHL. Electronic filing is preferred for non-ShipStation Carrier Services claims.

  2. Include all relevant documentation to support your claim. (The claim form also specifies this need for documentation, and the form states that different claim types will require different documents.)

  3. Include photographs of both the item and the packaging if the claim is for damage.

  4. Review the forms to ensure the accuracy of information. (Incomplete or inaccurate forms can delay a claim or can result in denial of a claim.)

Written notification of the resolution will be mailed to the claimant's address specified on the claim form.

Notes about the DHL Express Claims Process

  • For damage claims, DHL reserves the right to inspect any shipment of any value. For this reason, the recipient must retain the original shipment, packaging, and included documentation.

  • DHL is not liable for circumstances beyond their control or for anything that arises out of the shipper’s failure to comply with DHL’s warranties. For specific information about the shipper's responsibility and DHL's liability, please review DHL's Terms and Conditions.

  • If you purchase additional insurance for your shipment through Shipsurance, follow the instructions for filing a Shipsurance claim.

DHL Express Troubleshooting

Here are some common issues, potential causes, and troubleshooting tips.

Issue

How to troubleshoot or resolve

I have an error that indicates DHL Express can't find the recipient address when I attempt to create labels. What should I do?

Typically these errors will be displayed in one of two ways:

  1. Cannot determine destination service. Check recipient information and resubmit. If this problem reoccurs contact your technical service representative.

  2. The destination country X location postal code Y or City Z is invalid. Please check the destination country location details.

Both of these errors indicate that the recipient address is not formatted properly for DHL Express shipments. Compare the address details using the DHL Compatibility Tool and correct the address where needed.

When I try to schedule a pickup for DHL Express from ShipStation, cannot edit the contact information, and seeing this Error Message:Validation: Pickup location notes must be provided TransactionID=XXXXX

1. Create a new, identical Contact for the user. 

2. Specify the pickup notes to read something like, “No extra notes specified” and define actual pickup notes in the Contact.

The carrier integration can be used to create domestic shipping labels.

The carrier integration can be used to create international shipping labels.

ShipStation will submit international customs information electronically to the carrier.

The carrier integration can be used to create domestic return labels.

ShipStation will display estimated shipping rates for the carrier based on the connected account information and shipment details.

Additional carrier insurance can be purchased through ShipStation.

Shipping labels created for this carrier will include a tracking number that can be used to view the shipment status on the carrier's tracking website. Tracking may not be available for all shipping services.

When tracking is available, ShipStation will automatically track the shipment status and update the tracking status on the Shipments tab. This feature allows for other advanced ShipStation features like delayed notifications and the Branded Tracking Page.

ShipStation can perform an End of Day process for the carrier and creates an End of Day PDF file that can be printed and provided to the carrier. The End of Day process can be mandatory or optional, based on the carrier and your account with them. The file may or may not be submitted electronically, see End of Day (Electronic).

ShipStation can print the store's logo on shipping labels created for this carrier. Label branding may not be available for all shipping services.

ShipStation can include information that will be displayed on the label as a label message. Label messages may not be available for all shipping services.

The carrier integration can be used to create multi-package shipments, where multiple individual packages are linked together into a single shipment record with a master tracking number.

You can connect this carrier integration to ShipStation multiple times using different account information, and choose which account will be used to create each shipment.