ShipStation Carrier Services: DHL Express

Details about using DHL Express via ShipStation: Requirements, requesting access, features, synching store checkout rates, insurance claims, and other notes.

DHL Express is an international carrier that provides delivery to almost every country in the world.

DHL Express from ShipStation allows you to create DHL Express labels without the need for a personal DHL Express account and provides discounts of up to 66% off DHL Express retail postage costs.

To use DHL Express by ShipStation, you must first set up ShipStation Carrier Services. Set up DHL Express section below for details on how to add DHL Express by ShipStation to your ShipStation account.

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.

Requirements for DHL from ShipStation

Connection Requirements:

  • Complete your ShipStation Carrier Services account setup and add DHL Express by ShipStation.

Label Requirements:

  • DHL Express requires a valid recipient email and phone number for each shipment. Be sure these are included on the order when you create a label using DHL Express from ShipStation.

Set Up DHL Express from ShipStation

To add DHL Express by ShipStation to your ShipStation Carrier Services account, you must first set up your ShipStation Carrier Services account. If you have not done so, review the Set Up Billing section of the ShipStation Carrier Services help article for instructions.

Once you have added your billing details for ShipStation Carrier Services, you can then add DHL Express by ShipStation at any time:

  1. Click the Add DHL Express by ShipStation account link.

    SET_SHP_Carriers-SCS-DHLX-Connect_MRK.png
  2. Click Finish Setup.

    You should now see DHL Express by ShipStation in your list of available ShipStation Carrier Services carriers.

    SET_SHP_Carriers-SCS-CarrierList.png

You can now start shipping internationally with DHL Express.

Available Features for DHL Express from ShipStation

DHL Express from ShipStation supports the following standard features:

Additional Features for DHL Express from ShipStation

DHL Express from ShipStation allows for the following additional features:

Feature

Description

Discounted Rates

DHL Express from ShipStation provides savings up to 60% off standard DHL prices.

Prepaid postage

All DHL Express from ShipStation shipments are prepaid and use a single balance to purchase all labels.

Scheduled Pickups

You can arrange a one-time pickup or recurring regular pickups with DHL Express. See the Schedule Pickups section below.

Order DHL Express branded packaging

You can order DHL Express branded packaging when using DHL Express from ShipStation.

To order packaging, contact DHLservices@shipstation.com. Please include the following in your email:

  • The product(s) you wish to order

  • The quantity

  • The address to ship the materials to

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.

Schedule Pickups for DHL Express from ShipStation

ShipStation offers the ability to schedule one-time pickups directly in ShipStation. If you ship with DHL Express regularly, you may want to schedule recurring pickups instead.

One-time Pickups

  1. Go to the Shipments tab in ShipStation.

  2. Choose the Carrier Pickups option in the left-hand sidebar.

    Shipments tab sidebar with Carrier Pickups option highlighted
  3. 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
  4. Fill in the requested fields, including a Pickup Contact with Location notes.

    If this is your first time scheduling a pickup, you must create the Pickup Contact first. You must enter something into the Location Notes field, even if it is simply "No additional notes".

  5. Click Schedule a Pickup.

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.

Schedule Recurring Pickups

To schedule recurring pickups, email DHLservices@shipstation.com and our team will work with DHL Express to arrange recurring pickups for you.

Reroute or Redirect a DHLX Shipment

A DHL Express One Balance shipment can be returned to sender. To reroute or redirect an in-transit DHLX Shipment, click this link: ShipStation's DHLX One Balance Form.

Select the option to Reroute my DHLX from ShipStation package and fill in the required information.

This is not a guaranteed service, so It is important to file this claim as soon as possible. DHL Express cannot intercept a delivered shipment.

File an Insurance Claim for DHL Express from ShipStation

Should one of your DHL Express packages get lost or damaged, DHL Express from ShipStation includes standard liability to reimburse you.

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

  1. Download and fill in the PDF form from DHL Express.

  2. In the DHL Account Number field, either enter “I do not have one” or leave the input field blank since you do not have a DHL Express account number.

  3. Save and submit that PDF to DHLservices@shipstation.com.

Additional Details about DHL Express from ShipStation

  • DHL Express from ShipStation includes only the DHL Express Worldwide and DHL Express Envelope services. Currently, other DHL Express options and services are not available.

  • Maximum weight and dimensions: The maximum actual weight for individual shipments when using DHL Express is 150 pounds (70 kilograms), and the maximum length is 118 inches (300 centimeters). Packages over those maximum values will not be accepted by DHL Express. The total maximum weight for a multi-piece shipment is 2,200 pounds (1,000 kilograms).

  • DHL Express from ShipStation does not support 3rd-party billing. To use 3rd-party billing with DHL Express, you must connect your own DHL Express account and create labels using that account.

  • DHL Express from ShipStation does not support shipping dangerous or restricted goods.

  • If a label has not been used within 30 days, you can no longer void the label within ShipStation. You cannot get a refund or credit from unused labels if you do not void them.

  • The customs form/commercial invoice that is currently generated from ShipStation does not include the freight (shipping cost) paid by the buyer. This is required by UK customs. Contact support to enable this feature.

    Enable Freight applies to All Carriers

    If you have the Enable Freight feature for your commercial invoices, it will be enabled for all carriers and all destination countries even if it is not required.

  • Dimensional weight may apply to some shipments. Be sure to include shipment dimensions when getting a rate or creating a label to avoid unexpected charges.

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.

DHL Express from ShipStation Troubleshooting Tips

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

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 DHLX 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.

Error indicates DHL Express can't find the recipient address when attempting to create labels.

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.

Error: Validation: Pickup location notes must be provided TransactionID=XXXXX

When scheduling a pickup within ShipStation, the Pickup Contact must have some content in the Location Notes. It can be something like "No Additional Notes".

To fix this issue, create a new Pickup Contact identical to the original but add something to the Location Notes.

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.