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DHL International Shipping & Customs – Multi Carrier Shipping Label App for Shopify FAQs

    FAQs on DHL international shipping, customs documents, duties, taxes, and compliance

Questions in this section:

Will PluginHive inform customers about updates regarding DHL API integration progress?

Yes, PluginHive commits to keeping customers informed about the progress of DHL API integration, including development updates and certification status. Customers are encouraged to reach out to support for any queries during this transition period.

Why is the PluginHive app assigning FedEx instead of DHL for orders to Europe, and how can I ensure only DHL is selected for those shipments?

The app selects the cheapest available shipping service based on your configured rules. If you have set the DHL shipping rule with the zone as “international” but left the FedEx rule without any zone condition, both DHL and FedEx services will be considered for all international orders, including Europe. The system then chooses the cheapest service between the two, which may result in FedEx being assigned instead of DHL. To ensure that only DHL is selected for European shipments, you need to do the following: 1. Edit your FedEx shipping rule within PluginHive and add a zone condition that excludes Europe or limits FedEx to other zones specifically. 2. Verify that the DHL rule explicitly covers the Europe zone or the intended area. 3. Save the changes and monitor new European orders to confirm that only DHL services are assigned. Adjusting the zone conditions in your shipping rules directs the app to select the desired carrier exclusively for those regions. If you need further assistance updating the rules or verifying the setup, PluginHive support can help guide you.

Why does the commercial invoice generated by PluginHive not match the invoice provided directly by DHL, and can I make them identical?

The commercial invoice and shipping label provided via PluginHive come directly from DHL through their API. This means: 1. The invoice generated by the app is an official DHL document and fully valid for international shipping. 2. Any differences between the PluginHive invoice and the DHL-provided invoice typically stem from formatting or presentation differences, not from content accuracy. 3. There are no additional settings in PluginHive to customize or replicate DHL’s exact invoice format. 4. If DHL verifies and confirms the PluginHive invoice’s validity, you can use it confidently for shipments without further modifications.

Why do the FedEx shipping prices not appear to include duties while DHL prices do, and how should I verify this?

If you notice discrepancies where FedEx shipping prices seem too low and do not include duties, whereas DHL prices appear correct, you should verify the shipping rates as follows: 1. Perform a transaction or shipping rate check directly on the FedEx website. 2. Enter your exact shipment details: – From Address: Azeron, Rūpniecības iela 2, Ventspils, Latvia 3601 – To Address: 596-1 Umakubi, Sado-shi, Niigata, Japan 952-3117 – Package 1: 1.1 kg, 21x19x31 cm – Package 2: 1.1 kg, 21x19x31 cm 3. Ensure to configure who will pay duties and taxes (sender or receiver) on the FedEx site to match your app settings. 4. Compare the FedEx site rates and duties with those shown in your app. 5. If rates still differ, provide a screenshot of your FedEx shipment details and rates for further support. Note: Duties and taxes settings in the app are universal and apply to all countries; it is not possible to customize them on a per-country basis.

Why are some shipping options not showing at checkout, even though I have added all shipping rules manually and configured UPS and DHL Express automatically?

When you add a very large number of shipping rules—such as 120+ flat rate rules—it can cause the app to fail displaying carrier-calculated live rates during checkout. PluginHive’s Rate Automation feature is designed to handle a limited number of rules effectively, and it is recommended to have no more than around 10 automation rules to prevent conflicts or failures. The app prioritizes showing live carrier rates (UPS, DHL Express) based on the rule order (top to bottom). If too many flat rate rules are set and placed above carrier-based rules, the carrier rates may not appear because the system processes the extensive flat rate rules first and stops further evaluation. To resolve this and ensure all desired shipping options (domestic, international, flat, carrier-calculated) appear during checkout: 1. Reduce the total number of shipping rules significantly, ideally to fewer than 10 rules in the app. 2. For flat rates, consider enabling Shopify’s native flat rate shipping settings instead of adding many flat rate rules inside PluginHive. 3. Order the rules so that carrier-calculated rules (UPS, DHL) are prioritized above flat rate rules. 4. Test the checkout process with a streamlined set of rules to confirm the visibility of all intended shipping options. 5. If you want to offer many flat rate options, manage them mostly in Shopify’s shipping settings and reserve PluginHive rules for live carrier rates. This approach prevents rule conflicts and ensures customers see all appropriate shipping choices during their checkout experience.

Why am I not getting DHL Express rates when using the PluginHive shipping apps?

To troubleshoot issues with DHL Express rates not showing, first verify which PluginHive apps you are using for shipping rates: 1. For FedEx One Rate with custom boxes on domestic US shipments, use the PH Ship, Rate & Track for FedEx app. 2. For DHL Express shipments outside the US, use the PH Multi Carrier Shipping Label app. The DHL Express rates will only appear correctly when using the appropriate multi-carrier app for international shipments. Make sure your shipment details and destination are supported by DHL Express through the app. If you continue to face issues, review the Zoom call recording provided by support for detailed troubleshooting steps and contact support again with specific shipment details.

Which carrier should I select in PluginHive Multicarrier to ship orders internationally within Europe when using a DHL Freight Sweden account?

Since DHL Freight Sweden service in the app supports domestic shipments only, for international European shipments you should choose other supported carriers such as PostNord, DHL Express, FedEx, or UPS within the PluginHive Multicarrier app. These carriers currently support international shipping functionality through the app.

When and how are customs invoice and other shipping documentation details handled using the PluginHive app for international DHL shipments?

For international shipments with DHL via the PluginHive app: 1. You can configure product details, such as description, HS codes, and country of origin once in the PluginHive app’s product page. 2. These configurations automatically generate required shipping customs documentation (customs invoice, commercial invoice) during label creation. 3. This process ensures shipments clear customs without requiring your customers to take additional customs actions. 4. All necessary customs information is embedded into the shipment data sent to DHL by the app, simplifying international shipping compliance.

What should I do while waiting for PluginHive to investigate commercial invoice issues with DHL?

While PluginHive reviews and investigates the issue: 1. Continue to document any new shipments that exhibit similar problems with commercial invoices. 2. Maintain records of discrepancies and share updated logs or examples if requested by PluginHive support. 3. Check the official DHL Express website or app invoices for comparison to understand expected output. 4. Avoid making parallel changes to shipment data fields without consulting PluginHive, to keep troubleshooting consistent. 5. Stay responsive to requests from PluginHive or DHL support teams for further information to expedite resolution. This cooperation ensures that the investigation remains thorough and progress can be communicated effectively.

What is the process to enable electronic submission of customs documents for DHL and FedEx within PluginHive Multicarrier?

– **For DHL:** 1. Go to **App Settings > Carriers > DHL Express > Other Details**. 2. Enable the **Paperless Trade (PLT)** option and save the configuration. 3. This electronically submits customs paperwork to DHL, expediting customs clearance. – **For FedEx:** 1. Navigate to **App > Settings > Carriers > FedEx > Other Details**. 2. Enable **Electronic Trade Documents (ETD)** by toggling the option on. 3. Upload your **Customer Signature** and **Company Letterhead (logo)** files, which FedEx requires for verification. 4. Optionally enable “Post upload documents” if you want to submit commercial invoices or other docs after shipment creation. 5. Save settings. This setup allows submitting customs documents electronically for FedEx shipments, streamlining import/export compliance.

What is the equivalent of DHL’s Paperless Trade (PLT) setting in FedEx on PluginHive Multicarrier, and how do I manage Importer of Record (IOR) settings for FedEx?

– **Equivalent to PLT for FedEx:** Enable **Electronic Trade Documents (ETD)** in the app by going to App > Settings > Carriers > FedEx > Other Details and toggling ETD on. This allows you to submit customs documents electronically. – You can also enable “Do you want to post-upload documents?” to upload documents after shipment creation. – To enable ETD, you must upload your company’s Customer Signature (the signature of the person who signed the FedEx contract) and Company Letterhead (logo) as FedEx requires these credentials. – **Importer of Record (IOR):** The IOR is responsible for customs compliance and duties. Typically, the customer (buyer/consignee) is the IOR, but it can be assigned otherwise. In PluginHive: 1. Go to App > Settings > Carriers > FedEx > Other Details. 2. Enable or configure the Importer of Record option accordingly to designate who is responsible (sender or receiver).

What is the current technical understanding regarding printing commercial invoices via the DHL India API used by PluginHive?

The DHL India API integrated by PluginHive does not have a requirement to print the commercial invoice as all customs-related documentation is transmitted electronically to DHL automatically by the API. The key print requirement is for shipment labels used during order pickup. This means that discrepancies in the printed invoice template between PluginHive and native DHL apps relate to DHL’s internal processing or invoice generation policies, rather than missing data submitted by PluginHive. Resolving printing differences involves technical discussions between PluginHive and DHL to determine if DHL’s invoice generation process needs updates for customer operational compliance.

What is the current status of the commercial invoice mismatch issue with DHL Express India via PluginHive?

As of now, PluginHive has not received a definitive update or resolution from DHL’s technical team regarding the commercial invoice mismatch issue. The investigation is ongoing, and PluginHive is awaiting clarity from DHL before communicating any solutions. In the meantime, affected users should continue documenting discrepancies and remain responsive to any requests from PluginHive support for additional information. PluginHive will notify users once they obtain further updates from DHL.

What does the shipping term ‘non doc’ mean in DHL services through the app?

‘Non Doc’ stands for ‘Non-Document’ shipments in DHL terminology. This indicates that the shipment contains goods (physical products) rather than just documents or papers. This is important for customs and shipping classifications.

What do the terms “Account Rates” and “Request Archive Airway Bill” mean in DHL settings within PluginHive Multicarrier?

– **Account Rates:** This option retrieves the shipping rates negotiated for your DHL account rather than using standard retail rates, ensuring you get your contracted discount pricing. – **Request Archive Airway Bill (AWB):** This triggers DHL to generate and store an additional copy of the Airway Bill for compliance and archival purposes, often required for legal or customs documentation in certain regions.

Is it possible to select the Incoterms, such as Delivered Duty Paid (DDP), for shipments before generating the label in PluginHive Multicarrier, and how can I configure this for DHL and FedEx?

Yes, you can select the Duty Payment Type (Incoterms like DDP) within PluginHive Multicarrier, but this is a carrier-specific setting configured in the app: – **For DHL:** 1. Go to App > Settings > Carriers > DHL > Other Details. 2. Set the Duty Payment Type to ‘Sender’ to reflect DDP responsibility. – **For FedEx:** 1. Go to App > Settings > Carriers > FedEx > Other Details. 2. Set the Customs Duty Payor to ‘Sender’ to indicate that the sender pays duties and taxes (DDP). Note: These settings affect only new shipments created after the change.

Is it possible to enable customer pickup location selection for DHL Freight Sweden using PluginHive?

No, the option for customers to select a pickup location is currently only available for the PostNord carrier and is not supported for DHL Freight Sweden or other DHL carriers at this time.

How is the Importer of Record (IOR) handled in PluginHive Multicarrier for FedEx and DHL shipments?

– The Importer of Record is responsible for customs compliance, duties, taxes, and documentation for international shipments. – In PluginHive Multicarrier: – For **FedEx**, you can configure the IOR by enabling and setting the Importer of Record option under **App > Settings > Carriers > FedEx > Other Details** to designate whether the sender or receiver acts as IOR. – For **DHL**, PluginHive currently does **not** support IOR configuration within the app. You may need to manage this through DHL’s own systems or workflow outside the app.

How is PluginHive coordinating with DHL to resolve the commercial invoice template differences issue?

PluginHive is liaising directly with DHL’s technical contacts, including the DHL representative (Ansari), to understand the technical reasons behind the differing invoice templates. They have clarified that according to the DHL India API being used, printing the commercial invoice is not mandatory since all customs-related documents are sent automatically to DHL; only shipment labels need to be printed for order pickup. PluginHive has requested DHL to explain why a change in the invoice template is necessary. Additionally, PluginHive is seeking test orders from customers to replicate the issue internally and investigate discrepancies between the API-generated invoice and the native DHL app invoice. They emphasize ongoing communication with both customers and DHL to facilitate a coordinated resolution.

How does PluginHive coordinate calls or meetings to discuss DHL commercial invoice cases?

PluginHive schedules virtual meetings with customers to review issues and share updates directly. For example, after receiving a test order, they may set up a Zoom call including all relevant stakeholders. Details such as meeting links, IDs, and passcodes are provided for seamless joining. These calls provide an opportunity to clarify technical issues, discuss progress, and jointly plan next steps toward resolution. Customers should be prepared to join promptly and share any additional information requested during the discussion.

How do I enable Delivery Duty Paid (DDP) for FedEx and DHL services in the PH MultiCarrier Shipping Label app to allow customers to pay duties?

To enable DDP and configure duty payments for FedEx and DHL in the PH MultiCarrier Shipping Label app, follow these steps: 1. For FedEx: – Go to **App Settings** in the plugin. – Navigate to **Carriers > FedEx > Other Details**. – Find the **Terms of Sale** option and select **DDP**. – Click **Connect** or **Save** to apply the changes. 2. For DHL: – Go to **App Settings > Carriers > DHL**. – Locate the **Duty payment type** setting. – Choose whether the duty payment type will be **Sender** or **Recipient**. – Click **Connect** or **Save** to apply. Please note, currently the PH MultiCarrier Shipping Label app does **not** allow customers to pay duties during checkout. Duties are collected at the time of delivery according to the configured settings.

How can I verify that the shipping responsibilities for customs duties are set so the receiver pays these charges when using PluginHive with DHL Express?

To confirm the customs duty payment setup: 1. Check the PluginHive app settings for your DHL Express account. 2. Verify that the Duty Payment Type is set to “RECIPIENT.” This means the shipping duties are included in shipping rates, and the receiver is responsible for these charges. 3. If you also want customs duties and taxes to be charged at Shopify checkout for products, enable the relevant settings in your Shopify admin. 4. For detailed help configuring taxes and duties in Shopify, you may need to contact Shopify support. 5. Ensure your shipping account credentials and PluginHive settings are synchronized to reflect these preferences.

How can I set up Plugin Hive to process only international orders for APC Logistics and prevent it from processing orders paid for other carriers like DHL?

To configure Plugin Hive to process only international orders for APC Logistics and exclude orders paid for other carriers like DHL, follow these steps: 1. Create an automation rule in Plugin Hive under **Settings > Automation > Setup** specifying that only orders with shipping service matching “APC Logistics” should be processed. 2. Set a condition such as “Shipping Service equals APC Logistics” so that orders paid for other carriers are either not imported or marked as Not To Ship. 3. For orders with shipping service other than APC, the app will place them under the “Not To Ship” section automatically, preventing those orders from being processed via Plugin Hive. 4. Continue processing other carrier orders (e.g., DHL) externally through ShipStation or your chosen platform. This setup ensures Plugin Hive handles only APC Logistics international orders while excluding others.

How can I enable electronic submission of customs documents for DHL and FedEx in PluginHive Multicarrier?

– **For DHL:** Enable Paperless Trade (PLT) by going to App Settings > Carriers > DHL Express > Other Details > Enable “Paperless Trade (PLT)” and save. – **For FedEx:** Enable Electronic Trade Documents (ETD) via App > Settings > Carriers > FedEx > Other Details > Enable ETD and upload your Customer Signature and Company Letterhead as required. You may also opt to enable post-upload documents if you want to submit them later.

How can I add the Importer Exporter Code (IEC) to shipping labels in PluginHive for DHL shipments?

The Importer Exporter Number (IEC) cannot be printed directly on DHL shipping labels using PluginHive. However, you can include the IEC on the Commercial Invoice for international shipments. To do this: 1. Log in to your PluginHive dashboard. 2. Navigate to the settings section for your DHL account. 3. Add the Importer Exporter Number and any other required details within your DHL account settings in the app. 4. After saving these details, generate a new shipment label through the app. 5. The updated Commercial Invoice generated alongside the shipment will include the IEC. Note that while the IEC appears on the Commercial Invoice, it will not appear on the DHL shipping label itself.

Does the PluginHive app display DHL shipping rates and duties directly at checkout?

Yes, the PluginHive app can display DHL shipping rates directly on your store’s checkout page, provided the Shopify Carrier Calculated Shipping feature is activated. The rates shown include applicable taxes and any surcharges or fees that DHL applies based on the shipping address provided by the customer. However, for duties and taxes on shipments outside the EU, these are included in the displayed rates only if DHL calculates and passes them through via their API. It is recommended to add your DHL account to the app and test the rates to verify the complete charges shown at checkout.

Does the PH Multi Carrier Shipping Label app support integration with DHL Express and other couriers like FedEx or TNT for worldwide shipping from a Shopify store?

Yes, the PH Multi Carrier Shipping Label app supports integration with DHL Express, FedEx, and UPS for both domestic and international shipments. While TNT is not specifically mentioned, the app covers the major couriers commonly used for worldwide shipping. You must have an active account with the supported carrier(s) and add those account credentials within the app to use their shipping services.

Does PluginHive Multicarrier submit customs documents on the user’s behalf, similar to how DHL’s own platform does? How is this configured for DHL?

Yes, you can electronically send customs documents to DHL through PluginHive Multicarrier by enabling Paperless Trade (PLT): 1. Navigate to App Settings > Carriers > DHL Express > Other Details. 2. Enable the option “Paperless Trade (PLT).” 3. Connect and save the settings. This sends customs documentation electronically, facilitating a smoother customs process.

Can the PH Multicarrier team use the customer’s DHL account for testing purposes during the REST API integration process?

Yes, with explicit customer permission, the PH Multicarrier team can use the customer’s DHL account for testing the REST API integration. This testing is essential to ensure smooth functionality before the full rollout. Users granting such permission will be kept informed about progress and any changes.

Can PluginHive limit order processing to selected carriers such as FedEx and PostNord while excluding others like DHL Express?

PluginHive supports carrier filtering and exclusion to process only orders associated with selected carriers. This feature requires customization and is best configured during a one-on-one Zoom session with PluginHive support. They can assist you to import and process only orders from desired carriers (e.g., FedEx and PostNord) while excluding others like DHL Express.

Can I use my DHL Freight agreement to ship products to Sweden, Norway, Denmark, and Finland through the PluginHive app?

With the PluginHive app, DHL Freight Sweden can only be used for domestic shipments within Sweden. It does not support shipments to Norway, Denmark, or Finland. For international and domestic shipping to these countries, you can use integrations with PostNord, FedEx, UPS, or DHL Express accounts within the app. If you need help setting up these integrations, PluginHive offers support sessions via Zoom that you can schedule at your convenience.

Besides FedEx, DHL, UPS, and Aramex, which carriers does the PluginHive app support for shipments from India?

For international shipments originating from India, the PluginHive app supports only FedEx, DHL, UPS, and Aramex. For domestic shipments within India, the supported carriers include BlueDart, Amazon Shipping, XpressBees, and Delhivery.

Are the DHL shipping rates shown at checkout inclusive of duties and taxes, or are they separate?

The shipping rate calculation regarding duties and taxes depends on your configuration in the PluginHive app. To verify or update this: 1. Go to App Settings -> Carriers -> DHL Express. 2. Expand the “Other Details” section. 3. Check the “Duties Payment Type” setting (e.g., set as Recipient). 4. Check the “Rate Cost” calculation settings to see if taxes are included. You can update these settings according to your preference, specifying whether duties and taxes are included in the shipping rate or charged separately. Adjusting these options controls how total shipping cost appears at checkout.

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