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DHL Label Printing & Shipment Errors – Multi Carrier Shipping Label App for Shopify FAQs

    Troubleshoot DHL label printing issues, shipment creation errors, and failed requests

Questions in this section:

Why is the second address line information not appearing on DHL shipping labels generated via the PluginHive app, even though it exists in Shopify orders?

The PluginHive app correctly sends the second address line (Address Line 2. information to DHL through their API when generating shipping labels. However, DHL’s label generation system omits this information from the final label. This behavior occurs on DHL’s side after the data is submitted by PluginHive. Therefore, the missing second address line on the label is an issue with DHL’s label processing, not with the PluginHive app or the data it sends.

Why is the company name not showing on DHL shipping labels, and how can this be resolved?

The PH Multicarrier app sends all shipping address details, including the company name, to DHL as part of the label request. However, DHL often does not print the company name on the shipping label because it may not be required for shipment processing. This behavior depends on DHL’s label formatting standards and cannot be controlled from the app. The company name, however, appears on the packing slip. If further assistance is needed, users can provide screenshots or label details for review, but the printing decision lies with DHL.

Why is a Company Name required when generating DHL Express AWB labels, even if the shipment is to an individual?

For DHL Express shipments, the Company Name field becomes effectively mandatory if it is included in the shipping or billing address, because the label generation process validates this field strictly. Specifically: – If a Company Name is provided, it must have at least 2 characters. – If the Company Name is entered but too short (e.g., just one character), label generation will fail with a parsing error. – However, if the shipping address does not include a Company Name at all (i.e., the field is left completely blank), the label generation will succeed normally. Therefore, when shipping to an individual, it is best to leave the Company Name field blank rather than entering a short or single-character value.

Why does the company name not show on DHL Paket shipping labels when entered as part of the delivery address in Shopify, and how can this be resolved?

Initially, the PluginHive app did not pass the company name field to the DHL Paket API, causing it to be missing on shipping labels. PluginHive has enhanced the app to include both the Shipper and Recipient company name on the DHL Paket labels. However, this update required testing with merchant credentials before going live. Merchants can temporarily workaround this by adding the company name either in the Person Name field or the Address field in Shopify to ensure it appears on labels. If the company name is missing on DHL labels despite being entered correctly, ensure the order has been reprocessed after the update. Also, for orders shipped via other carriers (e.g., UPS), the changes will not apply for DHL labels.

Why are my DHL shipments being rejected or returned due to missing GST numbers during booking, and how can I resolve this issue in PluginHive?

This issue occurs because the GST option is not enabled in your PluginHive app settings, causing the GST number not to be sent to DHL during shipment booking. To resolve this: 1. Log into your PluginHive account. 2. Navigate to **App Settings**. 3. Go to **Carriers** and select **DHL Express**. 4. Enable the **GST Enabled** option to ensure the GST number is included in the shipment booking. 5. Additionally, fill out other relevant details such as **BOND**, **MEIS shipments**, or any other required information. 6. After making these changes, create new shipping labels. Following these steps will ensure the GST number is transmitted to DHL correctly, preventing shipment rejections or returns related to missing GST information.

Why are DHL Paket shipping labels generated via the PluginHive app sometimes failing suddenly, despite valid addresses?

Label failures can be caused by several issues: – Invalid or improperly formatted shipping address fields that do not comply with DHL API requirements (especially street name and number separation). – Temporary outages or changes on the DHL API side affecting label generation. – Use of outdated app versions or labels generated before the latest address mapping enhancements. – Metadata or service options in the request that DHL API rejects, e.g., invalid shipment confirmation options. If you experience label failures for multiple orders: 1. Verify the address fields for correctness. 2. Update to the latest PluginHive app version which includes recent fixes. 3. Confirm API error messages provided by PluginHive support to pinpoint the root cause. 4. Share order details and failure screenshots with support for troubleshooting. In the reported case, PluginHive investigated with DHL API developers and adjusted request structures accordingly to handle these issues.

Why are DHL Paket labels failing to generate in the app while DHL’s own app generates them successfully?

DHL Paket labels failing in the app while working in the DHL app usually indicates an issue with the DHL Paket API integration in the PluginHive app. In this case, the API was returning an “NA” error without XML details, starting suddenly from one day. The recommended course of action is: 1. Verify no account changes have been made that might affect label generation. 2. Attempt label generation directly from the DHL website or DHL’s own app to confirm if the issue is app-specific. 3. Contact DHL Paket support or your DHL account manager to check the status of your account and API access. 4. Meanwhile, it is advised to generate DHL labels outside of the PluginHive app until the app developers resolve the issue. 5. PluginHive will coordinate with DHL and provide updates once the integration is fixed.

Why are customers receiving an error saying “we can’t ship to their address,” and DHL is no longer offered as a checkout option?

This issue occurs because the DHL Express API request is failing with a validation error indicating that the Site ID is wrong. To resolve this: 1. Navigate to your Shopify admin panel. 2. Go to Settings > Carriers > DHL Express. 3. Verify that the API Key (Site ID) and API Password/Account Number are correctly entered and match the credentials provided by DHL. 4. Contact DHL to confirm that your Site ID and password/account number are correct and active. 5. Update these details in your store settings if necessary. Fixing this validation failure will restore DHL as a shipping option in your checkout process.

Why am I unable to create a return label for DHL Freight Sweden in the PluginHive app, and how can I generate a return label for this carrier?

The PluginHive app does not support generating return labels for DHL Freight Sweden. To create a return label for this carrier, you need to: 1. Visit the official DHL Freight Sweden website and generate the return label directly there. 2. After obtaining the return label PDF, manually create a return for the order within your Shopify admin panel by opening the order and processing the return as needed. This process ensures you can manage returns for DHL Freight Sweden orders despite the app limitation.

Why am I getting the error “dangerousGoods is not available for this product” when generating a DHL Freight Sweden shipping label for my perfume products even though Dangerous Goods details are added?

This error occurs because your DHL Freight Sweden account is a B2C (Business to Consumer) account, which does not support Dangerous Goods shipping. Although your products have Dangerous Goods details enabled and shipping rates may be calculated, label generation fails since the carrier does not allow Dangerous Goods shipments under B2C accounts. To resolve this, you need to have a B2B (Business to Business) DHL account, which supports Dangerous Goods shipments. You can contact DHL to switch to or open a B2B account to enable shipping of such products.

Where should the DHL credentials be entered when using PluginHive?

DHL credentials must be entered directly into the PluginHive platform to enable label generation and shipping integration. This includes: – The DHL account number – API Key (Site ID) – API Secret (Site Password) Credentials should be provided by the store or customer and inserted into the appropriate DHL configuration section within the PluginHive app dashboard.

What troubleshooting steps should be followed when encounters “Label Failed” errors in PluginHive for DHL Paket shipments after recent app updates?

If label generation fails after recent updates, follow these steps: 1. Confirm the Shopify shipping address fields are correctly formatted as per DHL API requirements (street name and number separated, no company name missing). 2. Check if the orders generating errors were processed before or after the update — reprocessing the order might be needed after updates. 3. Provide PluginHive support with specific failed order numbers and, if possible, screenshots or error logs shown in the app. 4. Grant PluginHive permission to generate test labels on your store to replicate the issues. 5. Review the exact API error messages and determine if errors relate to invalid addresses, unsupported services, or validation failures. 6. Allow PluginHive to liaise with DHL support to clarify API constraints or required request changes. 7. Continue testing label generations for valid orders and update your app version if a fix is released. Following these steps allows PluginHive to isolate the cause and fix DHL label failures efficiently.

What troubleshooting advice can assist when label generation for DHL Freight Sweden repeatedly fails?

When facing repeated label generation failures with DHL Freight Sweden, consider the following troubleshooting steps: 1. Verify the label image format configured in PluginHive matches the format supported by DHL Freight Sweden, typically PDF. Avoid unsupported formats like ZPL for this carrier. 2. Confirm that DHL service points are correctly set up and assigned to relevant orders. 3. Check for recent changes in your shipping or app settings that might affect label generation. 4. Collect detailed error messages and the affected order numbers for support reference. 5. Respond promptly to any support team requests for additional information or logs. 6. If necessary, schedule a live support call to walk through your setup and identify issues interactively. Following these steps helps isolate and resolve label generation problems effectively.

What should I verify with DHL if I am having trouble generating labels for DHL Freight accounts?

You should contact DHL to confirm whether your DHL Freight account is a **Contract Account**. If it is: 1. Obtain your DHL e-ID and Password associated with this contract account. 2. Update these credentials in the PluginHive app to ensure proper authentication and label generation. Without these details, label creation for contract freight shipments will fail.

What should I do while waiting to receive the DHL Freight Sweden account credentials needed for PluginHive integration?

While waiting for your DHL Freight Sweden account credentials, you should: 1. Maintain communication with DHL Freight Sweden to ensure you receive your account details as soon as possible. 2. Notify PluginHive support that you are awaiting your credentials, so they are prepared to assist you once you have the information. 3. Once you receive your DHL Freight Sweden credentials, promptly enter them into the PluginHive Multi Carrier Shipping Label App to connect your carrier account. 4. After successfully linking your account, schedule an onboarding session with PluginHive to receive guided assistance on configuring and managing shipments through the app.

What should I do while DHL Paket API is down or experiencing issues for label generation?

While DHL Paket API is down or experiencing issues, follow these steps: 1. Generate DHL labels directly from the DHL website or DHL’s official app. 2. Avoid generating DHL labels using the PluginHive app until the API issue is fixed to prevent failures. 3. Coordinate with PluginHive support and DHL support; share any error messages or label attempts for faster diagnosis. 4. Keep orders queued and ready in the app but avoid label requests until you receive a confirmation that the API is restored. 5. Once PluginHive announces resolution (like an app update or API switch), reprocess the existing orders to generate labels successfully.

What should I do if the DHL Express label generation fails with the error “Capture all values for the Exporter segment”?

This error usually indicates missing details in the Exporter (Ship From) address segment required by DHL. To resolve: 1. Verify all mandatory address fields, especially Address Line 2 in the Exporter address, are filled completely. 2. If Address Line 2 is empty, add the appropriate information (even additional location details or a placeholder). 3. Save the updated address in your app settings or order data. 4. Retry generating the shipping label. This step resolves the error by providing DHL with all required exporter address details

What should I do if my DHL Paket credentials are incorrect and causing shipping label generation failures in PluginHive?

If your DHL Paket credentials are invalid or not working properly, follow these steps: 1. Verify the username and password you have entered in the PluginHive app are correct by attempting to log in directly to the DHL Paket website. 2. If you cannot log in with your current credentials, contact DHL Paket support or your account manager to recover or reset your login details. 3. Once you have the correct credentials, update them immediately in the PluginHive app settings. 4. After updating credentials, attempt to generate shipping labels again. 5. If you encounter API error messages related to postal code formats or access to specific shipping services, inform DHL Paket support to check your account’s configured services and restrictions. 6. You may also provide your DHL Paket account manager’s contact details to PluginHive support so they can liaise with DHL Paket on your behalf if necessary.

What should I do if I’ve recently added the country of origin and HS codes to products but still encounter DHL label generation issues?

After adding country of origin and HS codes to your products: 1. Confirm that these details are correctly saved for every product involved in the shipment. 2. Reprocess the affected order(s) through the PluginHive app to refresh the shipment details. 3. Try generating the shipping label again to check if the problem persists. If the label generation still fails, consider sharing store collaborator access with PluginHive support so they can analyze product data and help troubleshoot specific errors.

What should I do if I need further help or have additional questions about DHL Express India label or invoice customizations in PluginHive?

Feel free to reach out to PluginHive support at any time. Provide clear details about your requirements or issues, such as company logo uploads, signature file uploads, or invoice appearance. PluginHive’s Customer Success Manager or technical team will assist you based on the current system capabilities and will advise on possible workarounds or updates.

What should I do if I have already obtained the DHL production API credentials but suspect configuration errors or need help setting up shipping zones?

Once you have your production credentials (Account Number, API Key, API Secret, and Origin), review your current setup for shipping zones (e.g., UAE, USA, Canada, UK) within the PluginHive app. If you encounter difficulties or need setup assistance, PluginHive offers personalized support via scheduled calls. You can book a consultation session using their appointment booking link and discuss your shipping requirements to get step-by-step help with the configuration.

What should I do if I have activated my DHL API credentials but still receive “Authentication failed” when adding my account to PluginHive?

If your DHL API credentials are activated and confirmed valid by DHL but you still see “Authentication failed”: 1. Double-check that you are entering the exact API Key (Site ID) and API Secret (Site Password) as provided, with no extra spaces or typos. 2. Confirm you are using these credentials in the correct fields within the PluginHive app. 3. Verify you are using the appropriate country settings and account number matching your DHL account. 4. If all entries are correct, book a troubleshooting Zoom call with PluginHive support using their provided scheduling link to diagnose and resolve the issue in real time.

What should I do if I encounter a “no XML found” error when trying to view or download a DHL shipping label?

The “no XML found” error indicates that the label generation process did not complete successfully, and there is no shipping label data available for the order. To address this issue: 1. Reach out to PluginHive support with your Shopify store URL and the specific order numbers facing this issue. 2. Support will investigate and reprocess the label request with DHL on your behalf. 3. Once reprocessed, the label should become available for download and viewing. 4. Confirm the label availability on your PluginHive dashboard and try generating the label again for any remaining affected orders.

What should I do if I am experiencing login issues with my DHL Express account despite using the correct Site ID and Site Password?

If you encounter authentication failures when logging into your DHL Express account using the Site ID and Site Password, follow these steps: 1. Double-check that all the credentials (Account Number, Site ID, Site Password/API Password) you are entering are correct and match exactly what DHL has provided. 2. Confirm that you are using the credentials designated for the correct environment (Production or Test) and enable or disable the Production Key accordingly during setup. 3. If the credentials appear correct and you still receive an “Authentication Failed” error, contact the DHL Express support team directly to verify that the credentials are valid and active. Sometimes credentials may be inactive, expired, or require re-issuance from DHL’s side. 4. Once you have confirmed with DHL that the credentials are valid, try re-adding the account in PluginHive with the updated details. 5. If issues persist beyond valid credentials, provide error messages and screenshots to PluginHive support for further investigation. This approach ensures that credential-related problems are addressed first by verifying their validity with DHL, as PluginHive cannot authenticate invalid or expired credentials.

What should I do if DHL label generation fails when using the PH MultiCarrier Shipping Label app?

When DHL label generation fails, take these troubleshooting steps: 1. Verify your DHL account credentials are correct, active, and belong to a Production account. 2. Check that all required shipment details (weight, package dimensions, declared value, shipping address) are correctly entered and comply with DHL’s shipment requirements. 3. Review error messages or logs provided by the app related to the label generation failure for specific clues (e.g., invalid address, missing data). 4. Ensure there are no network or connectivity issues affecting the app’s communication with DHL’s API. 5. Contact DHL technical support with error details if the failure is related to the DHL system. 6. Reach out to PluginHive support for assistance and provide order details, error logs, and any relevant screenshots to help identify and resolve the issue promptly.

What should I do if communicating the DHL label address issue is difficult due to limited technical expertise?

If contacting DHL about the missing Address Line 2 on labels feels challenging due to technical complexity, it is understandable to discontinue using that address line for now to avoid delivery issues. You can reach out to PluginHive support for help during this process. PluginHive is willing to assist by liaising with DHL once contact has been initiated, thereby reducing the technical burden on you. However, direct DHL communication is necessary as they control label generation outcomes based on the data PluginHive submits.

What should be done if the DHL Paket API returns a “specified street cannot be found” error when generating labels via PluginHive?

This error usually indicates an invalid or incorrectly formatted street address in the API request. To resolve it: 1. Verify the street name and number are properly split, with the street name excluding the house number, and the house number sent as a separate field. 2. Remove the house number from the streetName and ensure it is set correctly in the streetNumber field. 3. If the address has no house number, set streetNumber to “0” to meet API requirements. 4. Cross-check the address format against DHL API specifications and sample working addresses. 5. Test label creation directly on the DHL business portal to compare accepted address formatting. 6. Share sample failed labels and API request/response logs with PluginHive support for further analysis. Following these steps can prevent the “street cannot be found” error.

What should be checked if DHL Paket labels are refused with errors about ‘Postal Code not valid’ or ‘Shipping Confirmation service not available’ after recent PluginHive updates?

When encountering postal code validation errors or disabled confirmation services: – Verify the postal code entered in Shopify matches the official postal code format accepted by DHL API. Correct any typos. – Confirm the shipment date in the request is valid and current. – Remove deprecated or unsupported service options such as ‘Shipping Confirmation’ and switch to DHL-recommended services like ‘Paketankündigung’. – Check if any recent app updates changed the way these fields are populated and roll back temporarily if needed to isolate the cause. – Collaborate with PluginHive support to review API request/response logs to identify exact rejection causes. – Once corrections are made, reprocess orders and generate new labels. These steps help resolve common validation-based label refusals after updates.

What is the support process after test credentials are submitted for DHL integration?

After submitting the DHL test credentials: 1. PluginHive support will assist in connecting the account to the app and verify label generation functionality. 2. They monitor the open support ticket and follow up to ensure successful testing. 3. Once testing is completed and labels are verified, support coordinates with DHL to obtain production credentials. 4. After that, the customer’s DHL account can be connected for live shipments. PluginHive also provides the option to schedule calls to resolve any issues during testing or integration.

What information do I need to provide to PluginHive support so they can assist with adding my DHL Express account?

When requesting assistance from PluginHive support for adding your DHL Express account, provide the following information: 1. Your DHL Account Number 2. Your DHL API Key (also called Site ID) 3. Your DHL API Secret (also called Site Password) 4. The country associated with your DHL Express account 5. Your store URL for reference Supplying these details enables the support team to verify and add your DHL account from their system and troubleshoot any authentication or configuration errors efficiently.

What do I need to connect my DHL Freight Sweden account to the PluginHive Multi Carrier Shipping Label app for printing orders from Shopify?

To connect your DHL Freight Sweden account to the PluginHive app and print orders from Shopify, you only need your DHL account number. Follow these steps: 1. Log into the PluginHive Multi Carrier Shipping Label app. 2. Add your DHL Freight Sweden account by entering the account number in the app settings. 3. Enable the Production Key within the app to activate label generation for your orders. Once this is done, you will be able to print shipping labels directly from your Shopify orders using your DHL Freight Sweden account. For additional support, you can schedule a Zoom call with PluginHive support to help with the setup and any questions you may have.

What are the key considerations when shipping with DHL Paket through PluginHive?

When using DHL Paket as your carrier via PluginHive, keep these points in mind: 1. Shipments must originate from Germany only; other countries like China are not supported for DHL Paket. 2. The “Ship From” address registered in the app must correspond exactly to the address linked to your DHL Paket account. 3. Valid DHL Paket login credentials are mandatory for integration and label generation workflows. 4. Ensure your DHL Paket account has access to the specific shipping services you intend to use, as lack of service permissions may cause API errors. 5. Confirm postal code and address formats conform to DHL Paket requirements to avoid shipment errors. 6. For significant order volumes, ensure all orders have been properly reprocessed after any address or credential changes.

Is the PH Multicarrier Shipping Label app still using DHL’s outdated SOAP API v2, or has it switched to the new REST API? Do users need to take any action in their Multicarrier account regarding this change?

Currently, the PH Multicarrier Shipping Label app is still using DHL’s SOAP API v 2. The transition to the new REST API is underway but not yet completed. At this time, no action is required from users in their Multicarrier accounts. Once the migration to REST API is finished, users will be notified about any necessary steps to take.

Is DHL eCommerce UK supported as a carrier in the PH MultiCarrier Shipping Label app for a Shopify store with UK as the origin location?

No, DHL eCommerce UK is not currently supported as a carrier integration within the PH MultiCarrier Shipping Label app for shipments originating from the UK. The available DHL option in the app for the UK region is DHL Express. Other supported carriers for UK origin include FedEx, UPS, ParcelForce, Royal Mail, and Amazon Shipping.

If DHL eCommerce UK is not listed in the PH MultiCarrier Shipping Label app, can it be enabled or set up as a custom carrier?

The PH MultiCarrier Shipping Label app does not support DHL eCommerce UK integration or allow setting it up as a custom carrier at this time. There is no option to enable DHL eCommerce UK within the app’s carrier selection or by entering credentials. Alternative supported carriers for UK shipments must be used.

I get an “authentication failed” error after entering my DHL API Key and API Password in the PluginHive app. What should I do to fix this?

If you receive an “authentication failed” error despite entering your DHL API credentials: 1. Verify that the API Key and API Secret you are using are the correct and active ones from the DHL Developer Portal or your DHL account dashboard. 2. Contact your DHL Express Account Representative to confirm the validity and activation status of your API credentials. They can help authenticate your API Key and Secret. 3. If you obtained your API credentials from dhlexpresscommerce.com, note that these may not be authorized for API integration with PluginHive; confirm with DHL which credentials are valid for external app integration. 4. Do not uninstall or reinstall the PluginHive app as the issue is related to API authentication, not the app installation. 5. Once the correct API credentials are confirmed and active, re-enter them in the app to connect your DHL account successfully. 6. If the problem persists, you can schedule a Zoom call with PluginHive support for live troubleshooting assistance.

How to troubleshoot and resolve a “login failed” error when generating DHL Paket labels in PluginHive?

The “login failed” error typically indicates issues with your DHL Paket account connection. To fix this: 1. Confirm that the DHL Paket services are activated/enabled on your DHL account—contact DHL support if uncertain. 2. Double-check the account credentials, API keys, or access details entered into the PluginHive app for accuracy and completeness. 3. Ensure there are no trailing spaces or typos in any account information input fields within the app. 4. If you recently updated your DHL account credentials, synchronize those changes with PluginHive promptly. 5. Attempt to log in directly on the DHL portal to confirm credentials are valid and active. 6. Clear plugin cache or disconnect and reconnect the DHL account within PluginHive to reset authentication. 7. Contact PluginHive support if the problem persists after these steps, and provide a detailed error message and account information for further diagnosis.

How should the street name and street number be formatted in the DHL Paket API request to avoid label failures?

Based on DHL API feedback, the correct way to format address fields is: – The streetName field should contain only the street name without the house number (e.g., “Gewerbering”) – The streetNumber field should contain only the numeric house number (e.g., “3”) For example: “` <cis:streetName>Gewerbering</cis:streetName> <cis:streetNumber>3</cis:streetNumber> <cis:zip>83134</cis:zip> <cis:city>Prutting</cis:city> “` Do not include the house number in the streetName field (e.g., avoid “Gewerbering 3”). This formatting ensures the DHL API recognizes the address without errors like “specified street cannot be found.” If the shipping address contains only a street name with no number, use “0” in the streetNumber field as a placeholder, since house numbers are mandatory.

How should notification sections be handled in the DHL Paket API request to avoid errors?

According to DHL Paket API support recommendations and PluginHive experience: – Remove empty or unused Notification sections from the API request, such as empty recipient email address tags. – If notification or communication details are needed, provide them fully and correctly as per DHL’s sample format. For example: “`xml <Receiver> … <Communication> <cis:email>[email protected]</cis:email> </Communication> </Receiver> “` – Avoid sending empty notifications which can cause request rejections or errors. Review your app or integration settings to ensure notifications are configured properly in requests.

How does PluginHive address the issue when DHL Paket API does not support passing company name on shipping labels?

Initially, DHL Paket API did not support sending company name fields or the app did not pass them correctly, preventing company names from showing on labels. PluginHive enhanced its app to include company name fields both for Shipper and Recipient addresses. This update required testing with merchant credentials and DHL confirmation. Merchants were advised to temporarily add the company name in other address fields to bypass the limitation. Following testing and internal fixes, PluginHive released the feature allowing company names to be displayed on DHL Paket labels as per the new app update.

How do I switch my delivery service to use the cheapest DHL alternative (DHL Service Point) in PluginHive?

To switch to the DHL Service Point, which is the cheapest DHL delivery option, follow these steps: 1. Reprocess your existing order: select it, then go to Advanced > Change Status to “Initial”. 2. Select the order again and click “Prepare Shipment” to move the order into Processing Status. 3. After the order is in Processing Status, select it again, then go to Advanced > “Set Service Point for DHL Sweden”. 4. Choose the desired DHL Service Point location. 5. Proceed with label generation as usual. This procedure ensures that your selection is switched to the DHL Service Point service and that the service point is assigned for order delivery.

How do I set up my DHL Express account in the PluginHive Multi Carrier Shipping Label app?

To set up your DHL Express account in the PluginHive app, follow these steps: 1. Collect your DHL Express account details, including your Account Number, Site ID/API Key, and Site Password/API. 2. Open the PluginHive app and navigate to Start -> Select DHL Express carrier. 3. Click on Add Account. 4. Enter your DHL Express account details in the respective fields. 5. Enable the Production Key option to activate your live account. 6. Click on Add Account to complete the setup. If you need additional help or prefer guided setup, you can schedule a free onboarding call via Zoom with PluginHive support to configure the app as per your requirements.

How do I confirm if my PluginHive app is using the DHL Production API or a sandbox/test environment?

To confirm that your DHL integration in the PluginHive app is connected to the Production API: 1. Access your PluginHive app dashboard. 2. Navigate to the configured shipping accounts section where DHL is added. 3. Check for an indicator or label stating “Production” or “Live API.” The app currently shows that your DHL account is correctly added and using the Production API. 4. If unclear, contact support providing your account details for confirmation.

How can I set up my DHL Express account in the PluginHive Multi Carrier Shipping Label app if I don’t have the Site ID and Site Password?

To set up your DHL Express account in the PluginHive app, you need specific credentials from DHL including your Account Number, API Key (also called Site ID), and API Secret (Site Password). Follow these steps: 1. Contact your DHL Account Representative directly to request your API credentials: the Account Number, Site ID, and Site Password associated with your DHL Express account. 2. Once you receive these credentials, log in to the PluginHive Multi Carrier Shipping Label app. 3. Navigate to the DHL Express carrier settings page: https://mcsl-s.pluginhive.io/home/settings/carriers/dhlexpress/new 4. Enter your Account Number, Site ID, and Site Password in the respective fields. 5. Select your country. 6. Save the settings to enable DHL Express shipping features in the app. If you require assistance with the setup or have further questions, PluginHive offers free onboarding support via Zoom. You can schedule a call at your convenience by visiting the booking link provided by PluginHive or respond with your availability to arrange a session. This onboarding helps you configure the app properly and get answers to any setup queries.

How can I resolve the “Authentication failed” error when integrating my DHL Express account in the PluginHive Multi Carrier Shipping Label app?

To resolve the “Authentication failed” error during DHL Express account integration, follow these steps: 1. Verify that you have entered the correct DHL credentials: Account Number, API Key (Site ID), and API Secret (Site Password). These should exactly match the credentials provided by DHL. 2. Confirm that the country selected in the carrier settings matches your DHL account registration country. 3. If you do not have or are unsure about your API credentials, contact your DHL Account Representative to obtain the correct Account Number, API Key, and API Secret. 4. Enter these credentials into the PluginHive Multi Carrier Shipping Label app under the DHL Express carrier settings page at https://mcsl-s.pluginhive.io/home/settings/carriers/dhlexpress/new and save the settings. 5. If authentication continues to fail, consider scheduling a support call with PluginHive via Zoom or Google Meet for live, guided assistance. You can book a slot using the link provided by PluginHive or reply with your availability for a session. 6. During the support session, you can share your credentials securely with the support team, who can attempt to add your DHL Express account from their end and troubleshoot any configuration issues.

How can I resolve an authentication error with DHL Express credentials in PluginHive when DHL confirms the credentials are correct?

If DHL Express confirms your credentials are correct but you still receive authentication errors in PluginHive, follow these actions: 1. Double-check that you have entered all credentials (Account Number, API Key, API Secret) exactly as provided, including case sensitivity. 2. Verify that you have selected the correct environment (test or production) matching the credentials in PluginHive’s setup. 3. Confirm that there is no connectivity or firewall restriction blocking PluginHive from reaching DHL’s API endpoints. 4. If all the above are correct, ask DHL Express to review your account status to ensure there are no backend restrictions or IP whitelisting issues affecting API authentication. 5. Try removing the DHL Express account from PluginHive and re-adding it with the confirmed credentials to reset the connection. 6. If issues persist, reach out to PluginHive support with error messages and details for deeper investigation. Following these troubleshooting steps can help identify and resolve hidden issues despite DHL’s confirmation of credential validity.

How can I have the DHL Freight Service Point automatically selected based on the customer’s address when creating an order, similar to how PostNord works?

For DHL Freight Sweden – Service Point (B2C) shipments, automatic selection of the nearest service point based on the customer’s address is not currently supported. Instead, you need to manually assign the desired Service Point to the order while it is in the Processing status within the app before generating the shipping label. This ensures the label booking does not show the error ‘No Service Point selected’.

How can I fix the error “Error in parsing request XML: cvc-minLength-valid: Value ‘X’ with length = ‘1’ is not facet-valid with respect to minLength ‘2’ for type ‘CompanyNameValidator'” when generating a DHL India AWB label?

This error occurs because DHL requires the Company Name field, if provided, to have a minimum length of 2 characters. To resolve this: 1. Review the Shipping Address details for the order. 2. Locate the Company Name field. 3. If a Company Name is present but too short (e.g., a single character like “X”), update it to have at least 2 characters. 4. If shipping to an individual without a company, remove the Company Name entirely (leave it blank). 5. Save the updated shipping address. 6. Retry generating the AWB label for the shipment. Following these steps ensures the label generation request XML passes validation and the DHL label is created without error.

For export orders where IGST is always zero and taxes are not applicable, how do we fix the IGST error when generating DHL labels?

Since export orders do not require IGST and it is zero by default, follow these steps to bypass the IGST validation error: 1. Go to the PluginHive app dashboard. 2. Navigate to **App Settings** > **Carrier Settings** > **DHL Express** > **Other Details**. 3. Locate and disable the option labeled **”GST Enabled.”** 4. Click **Connect and Save** to apply the changes. 5. Reprocess the order (set the order status to “initial” and then to “processing”). 6. Try generating the DHL shipping label again. This disables GST validation in DHL shipments and allows label generation for export orders without IGST.

Does the PluginHive Multi Carrier Shipping Label app support generating DHL shipping labels and processing orders?

Yes, the PluginHive Multi Carrier Shipping Label app supports generating DHL shipping labels and processing orders. After connecting your DHL carrier account within the app, you can create shipping labels directly and manage your shipments efficiently. This integration helps streamline order fulfillment for your DHL shipments.

Does PluginHive’s platform support adding custom box codes to DHL shipping labels using specific fields in the packageDetail object, such as customerLabelText1 or customerLabelText2?

Yes, the DHL shipping label integration can include a custom box code or customer reference code by utilizing the fields customerLabelText1 and customerLabelText2 within the packageDetail object. To enable this on PluginHive’s platform, this functionality must exist or be implemented to pass these fields when generating labels via DHL’s API. Confirming with the technical team or developer is recommended to ensure your fulfillment system can populate these fields correctly for label generation.

Does PluginHive support integration of DHL Express accounts using test API credentials, and how can I resolve authentication issues with these credentials?

Yes, PluginHive supports the integration of DHL Express accounts using test API credentials. If you experience authentication failures with these credentials, take the following steps: 1. Confirm with your DHL Express account representative that the test API credentials (Account Number, API Key, API Secret, and Country of Origin) are correct and active. 2. Provide these exact details to DHL to verify their validity for API authentication. 3. Ensure you are configuring the credentials in the correct environment within PluginHive (test vs. production), as mismatch can cause authentication failures. 4. If DHL confirms the credentials are valid yet authentication still fails, share this information back with their support team, and request them to re-validate or re-issue the credentials if necessary. 5. Once credentials are verified and active, enter them precisely in PluginHive to connect your DHL Express account. 6. In case of persistent issues, provide relevant error messages and screenshots to PluginHive support for further troubleshooting. This approach ensures proper validation and successful connection using DHL’s test environment credentials.

Does DHL Paket API support street numbers that include letters (e.g., “6A”) and how is this handled in the PluginHive app?

DHL Paket API technically restricts the streetNumber field to numeric values only, which is a limitation of the DHL Paket API itself, not the PluginHive app. While the DHL website portal allows labels with street numbers including letters (e.g., “6A”), the API rejects letters in the streetNumber field. To accommodate this, PluginHive has enhanced the app to correctly map German address formats that include street numbers with letters, slashes, hyphens, and ranges by parsing and separating components where possible. However, the literal alphabetic characters in the streetNumber field are handled differently or may be omitted due to API constraints. If you encounter mismatches, it is recommended to also test label creation directly on the DHL portal and share shipping labels with PluginHive support for further investigation.

Does Dangerous Goods shipping require any special permissions or enablement on a DHL Freight Sweden account?

No special permissions or enablement are required on the DHL Freight Sweden account itself for handling Dangerous Goods. However, Dangerous Goods shipping is only supported on B2B accounts. B2C accounts do not support Dangerous Goods shipments regardless of product settings. Additionally, if shipping limited quantities (LQ) of dangerous goods, you must ensure correct labeling and compliance with DHL’s requirements.

DHL requires creating sample shipping labels (one domestic and two international) before granting production API access. How do I proceed?

DHL’s requirement to create sample labels includes: 1. One domestic label from UK to UK (DOM). 2. Two international labels: one from UK to EU, and one from UK to Rest of World (WPX). This step demonstrates your integration readiness before DHL grants production API access. You can proceed by: – Using your DHL test account credentials in the PluginHive system to generate these sample shipping labels. – Create labels for the specified destinations and save the label documents (PDFs) and related XML files. – Share these samples with DHL as evidence of successful integration. If unsure about label creation in PluginHive or need assistance generating these labels, contact PluginHive support. They can guide you or schedule a support call to help create the required test labels and gather necessary files for DHL submission.

Could the PluginHive app be causing the Dangerous Goods label generation error with DHL Freight Sweden?

Based on the investigation, the error is not due to an issue with the PluginHive app but rather carrier account limitations. The PluginHive app correctly passes Dangerous Goods information for your products, but DHL Freight Sweden restricts Dangerous Goods shipments on B2C accounts. Resolving this requires account changes on DHL’s end rather than app configuration changes. However, if you experience any other issues or error messages with different carriers or configurations, contacting PluginHive support with the details can help troubleshoot further.

Can the PluginHive app automatically select the closest DHL Freight Sweden Service Point or allow customers to choose one at checkout?

No, the PluginHive app currently does not have the capability to automatically select the closest DHL Freight Sweden Service Point, nor can customers choose the Service Point during the cart or checkout process. The Service Point must be manually assigned to each order in Processing status within the app before generating shipping labels. This manual assignment ensures correct label generation for DHL Freight Sweden shipments.

Can the app be configured to only display NZ Post and DHL freight rates for customer charge, without generating shipping labels or courier bookings?

Yes, the app can be configured to perform only freight rate lookups and display those rates to customers at checkout without generating shipping labels or creating courier bookings. To achieve this: 1. Connect your NZ Post and DHL accounts within the app by navigating to **app -> settings -> carriers** and adding the required account details. 2. Once the accounts are connected, the app will display calculated shipping rates for NZ Post and DHL at checkout, allowing you to charge customers accordingly. 3. The app will not proceed with creating courier bookings or labels if you choose not to use those features. Your orders can then be exported without attached courier details. 4. Your ERP system can handle all subsequent shipping label creation and booking tasks based on this exported order information. If you need further assistance or want help with tailored app setup aligned with this workflow, you can schedule a Zoom call with the support team via their appointment link.

Can PluginHive support assist with adding other carriers like DHL Express if I don’t have the credentials ready during the session?

If you want to add other carriers such as DHL Express but do not have the necessary account credentials during the support session, PluginHive can provide guidance on the integration process and help you understand what credentials are required. However, actual carrier integration and label creation require valid credentials to be entered later. You can obtain these credentials from the carrier’s official platform and reconnect with PluginHive support when ready for further assistance.

Can PluginHive create DHL shipping labels on my behalf?

No, label creation and order generation must be performed by you from your end. PluginHive provides full support and guidance during the process and can assist you step-by-step. Additionally, you can schedule a Zoom call with the support team to go through the label creation live and get your queries resolved. You can book a slot for the call using the provided scheduling link specific to your store.

Can I automate assigning the DHL Service Point closest to the customer for each order instead of selecting it individually?

Currently, automating the assignment of a Service Point to an order is not supported. The Service Point is linked to the selected shipping service in the app, so: – You must manually assign the desired Service Point for each order before label generation. – Automatic selection based on proximity to the customer is not available.

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