Details about ShipStation's integration with DHL Express. Includes integration requirements, connection process, features, pickups, claims, and other notes.
The ShipStation integration with DHL Express allows you to integrate and ship with your own DHL Express contracted rates. When you connect your own DHL Express account, you can create international shipping labels to ship almost anywhere in the world and start scheduling next-day pickups directly within the ShipStation interface.
If you do not yet have an account, go to the DHL Express open an account page to get started.
Important! The content in this article is for merchants who have already established an account directly with DHL Express. For information on accessing and shipping with DHL Express from ShipStation, which uses ShipStation's pre-negotiated rates, please review our DHL Express from ShipStation help article.
DHL Express Service Updates
Updated May 12, 2023: DHL Express has added 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.
Check here for other temporary service adjustments.
Connection Requirements:
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An active account with DHL Express.
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Your DHL Express account number.
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Your DHL Express Site ID and Password.
Register for your credentials on the DHL Express XML Developer Portal.
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All DHL Express shipments require dimensions to create a label successfully.
To connect your DHL Express account to ShipStation:
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Select the DHL Express tile and click Connect.
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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).
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Click Connect.
The ShipStation integration with DHL Express supports these standard features:
The ShipStation integration with DHL Express allows for these additional features:
|
Feature |
Description |
|---|---|
|
Delivered Duties Paid (DDP) is supported |
Enable the option Bill duties and taxes to payor of shipping charges to have the costs of duties and taxes billed back to your DHL Express account, instead of to your customer. This can be used in conjunction with third-party or recipient billing, so you can select which account will be responsible for the duties and taxes. |
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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. |
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IOSS and TIN support |
ShipStation formally supports IOSS and other Tax Identifier Numbers. Set up your TIN in International Settings. |
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Country of origin in the customs line items |
ShipStation now sends the country of origin in the customs line items and also includes “place of incoterm”. |
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Third-Party and Recipient billing |
You may bill label charges to an account other than the DHL Express account connected to your ShipStation account. This is called Third-party billing. 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. |
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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 . |
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Schedule Pickup within ShipStation app |
Under the Shipments tab, go to the Carrier Pickup section to schedule a DHL Pickups (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. |
In addition to the features listed above, you can enable the following settings for your DHL Express integration via the ShipStation support team.
|
Feature |
Description |
|---|---|
|
ITN supported for shipments originating from the US. |
ITN is turned off for shipments exceeding $2500, but ShipStation will automatically send NOEEI (no electronic export information) codes for shipments $2500 and under. If you'd like ITN turned on for shipments over $2500, please contact ShipStation support and request this option be enabled for your account. |
Should one of your DHL Express packages get lost or damaged, DHL Express includes standard liability to reimburse you.
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:
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Downloadable PDF (covers damage, loss, or missing content)
Note
If you need to file a claim for a DHL Express from ShipStation shipment, use the Downloadable PDF. For details, see the DHL Express from ShipStation article.
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Complete and submit the claims form to DHL. Electronic filing is preferred for claims that are not DHL Express from ShipStation claims.
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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.)
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Include photographs of both the item and the packaging if the claim is for damage.
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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
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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.
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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.
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If you purchase additional insurance for your shipment through Shipsurance, follow the instructions for filing a Shipsurance claim.
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:
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Select DHL Express from the Schedule a Pickup drop-down menu.
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Fill in this required information: Ship From location, the primary contact for this shipment, date of pickup, and time frame.
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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
If you are unable to successfully schedule your DHL Express pickup in the ShipStation pickup scheduler, you can also use the Schedule a Pickup form on the DHL Express website. Or, you can find a nearby drop-off location.
To use the DHL Express online scheduler:
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Go to the DHL Express Schedule a Pickup form.
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Select No to indicate that you already have a label.
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Select I have a DHL Waybill Number.
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Enter the waybill number (this is the same as the label's tracking number from ShipStation).
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Click Next.
You'll then be prompted to fill in the pickup details to complete the process.
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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.
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Voiding a label in ShipStation does not void that shipment within the DHL Express system.
DHL does not provide the capability to void labels. You will not be charged for the label unless the shipment is physically picked up and scanned into the network by a courier.
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DHL shipments created in ShipStation appear in DHL ProView on your DHL account. The shipments will not appear in the MyDHL shipments tab.
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ShipStation generates a commercial invoice for you and sends it electronically to DHL Express. You may also print a copy to include in your shipment.
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Federal tax ID and EORI numbers are sent electronically for DHL Express international shipments. Any additional tax identifiers will be included on the commercial invoice.
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The maximum weight for an Express Envelope shipment is 10 oz and you must use DHL's branded envelope packaging.
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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.
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ShipStation will combine all three Label Messages into the Ref #1 field on DHL Express shipping labels.
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ShipStation does not provide the required EEI/ECCN for shipments sent to China, Russia, or Venezuela. See the DHL website for more information.
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DHL is likely to return shipments sent to residential addresses in Russia back to the sender. This is because Russian customs authorities examine all dutiable shipments with extreme scrutiny and there is no guarantee the package will be sent to its destination after inspection. You may wish to use a different carrier for shipments bound for a residential address in Russia.
DHL will deliver shipments to commercial addresses without issue.
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.
Here are some common issues, potential causes, and troubleshooting tips.
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Issue |
How to troubleshoot or resolve |
|---|---|
|
Error: The requested Special Service Codes AA is not available. Please make sure data entered is valid before proceeding or contact our customer service. |
What it means: You have likely selected non-supported options for your DHL Express shipments. This error likely indicates that incorrect Other Shipping Options are being used. What to do: See the Label Options section of the Available Shipping Options by Carrier help article to confirm which options are supported. Or, try removing the options one by one to see which option is causing the error. Then proceed with the shipment without selecting that option. |
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Error: Validation: Pickup location notes must be provided TransactionID=XXXXX |
What it means: This error may occur when you attempt to schedule a pickup for DHL Express from ShipStation and cannot edit the contact information. What to do:
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DHL Express cannot find the recipient address when you attempt to create a label. |
Typically these errors will be displayed in one of two ways:
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. |