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DHL Shipping Rates & Service Availability – Multi Carrier Shipping Label App for Shopify FAQs

    FAQs on DHL live rates, negotiated pricing, and service availability by destination

Questions in this section:

Will the recent DHL API and URL update affect the PluginHive DHL Express app and my ability to generate shipping labels?

The recent update to the DHL Webservices API, including the new API URL, has already been incorporated into the PluginHive DHL Express app. This means your app is fully compatible with the new API endpoints. To verify everything is functioning correctly on your end, you can generate a few shipping labels using the app and share the generated labels along with their corresponding RequestResponse XMLs with the DHL team for confirmation.

Why might only DHL rates display at checkout when my stock is at the Barkers Distribution Centre, but NZ POST rates do not show?

This issue usually occurs because the default shipping location is incorrectly set or inventory is not assigned properly to the location that corresponds to the desired shipping carrier services. To resolve this: 1. Confirm that the ‘Barkers Distribution Centre’ location is set as the default shipping location in Shopify under Settings > Locations. 2. Assign your product inventory stock to the ‘Barkers Distribution Centre’ location. 3. Set up shipping profiles to include NZ POST shipping methods from the default location. 4. After these changes, test the checkout again to verify if NZ POST rates appear alongside DHL. Without these settings, Shopify may default to using the incorrect origin or fail to fetch rates from carriers linked to the correct shipping location.

Why might automation rules in PluginHive for moving Deutsche Post and DHL Express orders to “Not To Ship” not work correctly, and how can this be resolved?

Automation rules might fail if: – The shipping option names in Shopify do not exactly match the names used in the automation rules. – There are inconsistencies or variations in the shipping method names across countries or zones. – The automation rules have not been properly activated or saved after creation. To resolve this: 1. Verify the exact shipping option names in Shopify match the ones used in PluginHive automation rules precisely. 2. Standardize shipping option names across all zones if possible. 3. Double-check that automation rules are enabled and do not conflict with other app settings. 4. Contact PluginHive support for assistance in troubleshooting and correcting rule configurations.

Why is there a significant difference between the shipping rates shown on the official DHL website and those returned by PluginHive MultiCarrier for DHL Express Worldwide?

A common cause for rate discrepancies is whether the app uses DHL published rates or DHL account rates. To address this difference: 1. Check if the “Account Rates” option is enabled in the PluginHive app. By default, if this is disabled, the app returns DHL’s standard published rates, which may be higher than negotiated account-specific rates. 2. To enable account rates, navigate to **App Settings -> Carriers -> DHL Express -> Other Details** section and turn on the **Account Rates** option. 3. After enabling, perform a new transaction to receive rates based on your DHL account pricing rather than published prices, which should align more closely with what you see on the DHL site. 4. If discrepancies remain, review weight, box dimensions, and service type details to ensure they match exactly between systems.

Why is the NZ Post shipping option not showing for larger carts with 3 or more items, while DHL is still available?

The NZ Post shipping option is likely not showing because the specific NZ Post service enabled, such as “International Economy Tracked,” is not available for those larger orders. This service may have restrictions based on package dimensions, weight, or destination that cause it to be unavailable. To resolve this, update the NZ Post shipping rule in your app settings (app → settings → shipping rates → rate automation) by enabling multiple or all NZ Post services instead of restricting to just one. This allows the system to display any available NZ Post service at checkout for different order sizes.

Why is the new DHL account not displayed in the Shopify checkout despite being added to the app, while the existing DHL account works via the official DHL plugin?

This occurs because in the app’s rate automation rules, only one DHL service was enabled, and that service was not available for the transactions. To fix this: 1. Check the app settings and rate automation rules to ensure that all relevant DHL services are enabled, not just one. 2. Enable all DHL services in the rate automation rule to make multiple DHL account rates available. 3. After updating the settings, test a few transactions on the Shopify checkout page to verify that the DHL service rates from the new account display correctly.

Why is the DHL service automatically being assigned for my order when I selected FedEx, and how can I ensure FedEx is used instead?

The issue occurs because your store’s carrier selection is currently set to “Priority Based.” This setting automatically selects the first enabled carrier service in the list, even if it is unavailable for the specific order. In this case, the inactive “DHL Express – EXPRESS 10:30 -TDM-Non Doc” service is being selected by default despite your intention to use FedEx. To resolve this and ensure the FedEx service is used automatically, please change the carrier selection strategy from “Priority Based” to “Cheapest.” The “Cheapest” option selects the most economical available service for each order, which in your case will generally be FedEx International Priority. Steps: 1. Log into your PluginHive account and navigate to the Carrier Selection settings page. 2. Locate the “Carrier Selection Strategy” option. 3. Change the setting from “Priority Based” to “Cheapest.” 4. Save the changes. 5. Process a new order to verify that FedEx International Priority is now selected automatically as intended. If you have further questions or encounter issues, please reach out for support.

Why is the commercial invoice generated via PluginHive’s DHL API integration missing certain shipper information compared to the invoice generated directly by DHL Express India’s app or website?

The commercial invoice issue occurs because, although PluginHive correctly includes all necessary shipper details (such as Shipper Company Name, Contact Number, and Terms of Trade) in the shipment request XML sent to DHL’s API, DHL’s system does not always print these details on the invoice it generates. This discrepancy arises from DHL’s invoice generation process rather than from missing data sent by PluginHive. To address this: 1. Confirm all required fields are properly included in the PluginHive shipment request XML related to the commercial invoice. 2. Consult DHL’s technical or API support team to verify which specific data fields are mandatory and enabled for printing on their commercial invoices. 3. Provide DHL with the exact XML request and response logs exchanged between PluginHive and DHL API for analysis. 4. Collaborate directly with DHL’s technical/integration team for any necessary updates in their invoice generation process. 5. After DHL’s corrections, monitor newly generated invoices to ensure the shipper information appears correctly. This process ensures PluginHive sends the correct data, and DHL prints it accurately per their invoice criteria.

Why is my renamed DHL carrier service not showing correctly as “DHL Express” on checkout?

The renamed carrier service must be changed specifically under **App Settings -> Shipping Rates -> Rename Carrier Services** in the PluginHive app, not just the carrier name overall. To fix this: 1. Go to **Rename Carrier Services** in the app settings. 2. Select DHL and rename the individual shipping services to your desired labels (e.g., “DHL Express”). 3. Save changes and verify on your Shopify checkout page for updated display. Renaming the general carrier name alone will not update the shipping service names shown to customers at checkout.

Why is DHL shipping service not showing up for customers in the PluginHive app, and how can this be fixed?

DHL shipping services may not appear for customers if the DHL shipping rules in your app are limited or misconfigured. To resolve: 1. In the PluginHive app, go to **Settings > Shipping Rates > Rate Automation** and review the DHL shipping rule you have applied. 2. If the rule includes only a limited set of DHL services (for example, only two), these services might not be eligible for all shipments. 3. Update this rule to include a broader range of DHL services to increase the chance of DHL options showing to customers. 4. Test by recreating orders with various addresses (international and domestic) to verify DHL services appear correctly in checkout. 5. Contact PluginHive support for assistance if DHL options still do not appear after rule updates.

Why is DHL not showing as a shipping option after I reactivated the carrier profile in the MultiCarrier Shipping Label app, and how can I fix it?

When you deactivate a shipping carrier profile, any automation rules associated with that carrier are also deactivated. Simply reactivating the carrier profile does not automatically reactivate these rules. To fix this and have DHL show as a shipping option again: 1. Reactivate the DHL carrier profile in your MultiCarrier Shipping Label app. 2. Manually reactivate all automation rules related to DHL shipping rates and services to ensure they are applied at checkout. 3. Verify that the DHL calculated rates appear during checkout after reactivating the rules. If you are unsure how to reactivate these rules or do not see DHL rates after reactivation, you may contact support for assistance with rule activation.

Why is a DHL label being generated instead of an Australia Post label when the order is supposed to be shipped via Australia Post, and how can I prevent this?

If the system auto-generates a DHL label instead of an Australia Post label, it usually means Australia Post API did not provide shipping rates for that order. This can happen if there is missing or incorrect data in the order or shipping address. To troubleshoot: 1. Do not generate a shipping label for affected orders yet (keep them in Processing status). 2. Share the affected order numbers with PluginHive support for further investigation. 3. Support will compare the API requests and responses to identify missing or incorrect mandatory attributes causing rate failures. 4. Common issues include incorrect suburb or postal code in the shipping address, which should be validated and corrected per Australia Post standards.

Why does the PluginHive app automatically favor Sendle over DHL and AusPost, and how can I ensure it chooses the cheapest shipping provider like DHL for my orders?

The app automatically selects the cheapest available shipping provider for each order based on the configured accounts and rates. If DHL is not being selected, it could be due to an issue preventing label generation for DHL shipments. For example, if the DHL label generation fails because required details are missing, the app may default to another provider like Sendle. To ensure DHL (or any other carrier) is selected automatically when it offers the best rate, verify that all shipment details meet DHL’s requirements, such as having a valid phone number in the “Ship From” address. This allows the app to process the order correctly with DHL and select it as the cheapest option.

Why does the DHL shipping cost shown in the app appear higher than the price on the DHL website? Are there extra charges added by the app?

The shipping rates shown in the app come directly from your own DHL Freight Sweden account rates and do not include any additional charges imposed by the app. The apparent difference may be due to taxes or surcharges included in the app’s prices. To verify, replicate the shipment details on the DHL website using the same origin, destination, package weight, and dimensions. For example, with the following details: – Ship From: Lilla Waterloogatan 2, Slakthus B, Göteborg, Sweden, 415 02 – Ship To: Sockerbagaregatan 15, Göteborg, Sweden, 415 73 – Package: 0.25 kg, 10x10x10 cm – DHL services: DHL Service Point (B2C) at 69 kr, DHL Paket at 88 kr If differences persist, you may request a Zoom call for direct assistance.

Why does the DHL API-generated invoice from PluginHive not meet DHL’s invoice criteria, and why is certain shipper information missing on the commercial invoice provided by DHL Express?

The missing shipper information on the DHL commercial invoice occurs because, although PluginHive correctly includes essential shipper data (such as Shipper Company Name, Shipper Contact Number, and Terms of Trade) in the shipment request XML sent to DHL’s API, DHL’s system does not always print this information on the commercial invoice it generates. To address this: 1. Verify that all required fields for the DHL commercial invoice are properly included in the shipment request XML sent from PluginHive. 2. Consult DHL’s official API documentation or contact DHL support to confirm which specific fields are mandatory and enabled for printing on their commercial invoices. 3. Provide DHL with the exact XML request and response logs from PluginHive so their technical team can analyze why the shipper details are omitted on the generated invoice. 4. Collaborate with DHL’s technical or integration team to update or correct their invoice generation process if necessary. 5. Monitor shipments and commercial invoices after corrections to ensure the shipper information appears correctly on future printed invoices. This approach ensures that PluginHive sends the correct data and that DHL’s system prints it properly according to their invoice criteria.

Why does the DHL API-generated invoice from PluginHive not meet DHL’s invoice criteria and why is certain shipper information missing on the commercial invoice provided by DHL Express?

The issue arises because while PluginHive correctly sends essential shipper information—such as Shipper Company Name, Shipper Contact Number, and Terms of Trade—in the RequestResponse XMLs to DHL’s API, DHL’s system does not print this information on the commercial invoice they generate and provide via the API. To resolve this: 1. Verify that all required fields for the DHL commercial invoice are correctly included in the PluginHive shipment request XML. 2. Review DHL’s official API documentation or contact DHL support to confirm which specific data fields are compulsory and print-enabled on their invoices. 3. Share the exact XML request and response logs with DHL so they can identify why the received shipper details are not reflected on the generated invoice. 4. Coordinate with DHL’s technical or integration team to update or correct their invoice generation process if required. 5. Monitor subsequent shipments and generated invoices after any adjustments to confirm the shipper details appear correctly. This collaborative approach ensures PluginHive sends the correct data, and DHL prints it properly on the commercial invoice according to their criteria.

Why does the DHL API-generated commercial invoice from PluginHive not meet DHL’s invoice criteria and why is certain shipper information missing on the invoice?

Although PluginHive correctly includes essential shipper information such as Shipper Company Name, Shipper Contact Number, and Terms of Trade in the shipment request XML to DHL’s API, DHL’s system does not always print this data on the commercial invoice it generates. To address this issue: 1. Ensure all required fields for the DHL commercial invoice are properly populated in the PluginHive shipment request XML. 2. Consult DHL’s official API documentation or contact DHL support to confirm which data fields are mandatory and enabled for printing on commercial invoices. 3. Share the exact XML request and response logs sent between PluginHive and DHL with DHL’s technical team to help identify why shipper details are omitted. 4. Work collaboratively with DHL’s technical or integration team to implement any necessary changes in their invoice generation process. 5. Monitor future shipments and generated invoices after corrections to verify that the shipper details appear as required. This process ensures PluginHive submits the correct data and DHL prints it correctly according to their invoicing standards.

Why does the app show an “Authentication failed” error when I try to add my DHL account, and how can I resolve it?

The “Authentication failed” error typically occurs because test account credentials are being used instead of production credentials. The app requires DHL Production account credentials to show live shipping rates and generate shipping labels. Test account credentials are provided only for testing purposes and cannot process real orders. To resolve this: 1. Obtain your DHL Production account credentials by contacting DHL. 2. Add these Production credentials in the app under the DHL account setup. 3. Ensure you subscribe to at least the Starter Plan in the app, as the Basic Plan does not support showing calculated DHL rates at checkout. Once you add the Production credentials and upgrade your subscription, you should be able to process live orders and see DHL shipping rates at checkout.

Why does PluginHive provide live calculated shipping rates for DHL but not for PostNord?

The ability to display live calculated shipping rates depends on whether the shipping carrier offers such data through their API. DHL supports live shipping rates via their API, allowing the PluginHive app to retrieve and display these rates seamlessly at checkout. In contrast, PostNord does not provide live shipping rates through their API, which is an external limitation, not a PluginHive app constraint. As a result, live rate calculation for PostNord is not possible within the app.

Why does my DHL shipping rule only show limited services, and how do I display the correct or additional DHL services in the PluginHive app?

The app defaults to showing only selected DHL services in your shipping rules. To modify or add DHL services displayed to your customers: 1. Navigate to App → Settings → Shipping Rates → Rate Automation. 2. Edit the shipping rule related to DHL. 3. Go to Action Details and select “Add Carrier Services.” 4. From the list, either select the specific DHL services you want to enable or choose to enable all available DHL services. By adjusting these settings, you can control which DHL shipment options are presented at checkout.

Why does my DHL Express shipping label show the word “SAMPLE” across it, and how can I generate a proper production label without this watermark?

The “SAMPLE” watermark appears because your DHL Express account is currently connected in test mode. To generate a proper production label, follow these steps: 1. Navigate to App > Settings > Carriers > DHL Express in your PluginHive dashboard. 2. Enable the “Production Key” option to switch the connection from test to live mode. 3. Click on “Connect & Save” to confirm the changes. 4. If you have already created a shipment with the sample label (e.g., order #2319), go to that order in your system. 5. Select the order, click on “Advanced,” then choose “Cancel Shipment” to void the test shipment. 6. After cancellation, update the package details as needed and process the shipment again. This will generate a valid DHL Express shipping label without the “SAMPLE” mark.

Why do I see the message “No Location data is Available” when trying to set a DHL service point, and how can I fix it?

The “No Location data is Available” error generally occurs when the Production Key for the DHL account has not been enabled in the PluginHive app. To resolve this: 1. Make sure that your DHL Freight Sweden account is set up with the Production Key enabled. 2. Contact PluginHive support or access the PluginHive settings to enable the Production Key for your DHL account. 3. After enabling the Production Key, try assigning the DHL Service Point to your order again by following the proper workflow (changing order status to Initial, preparing shipment, then setting the service point). This will allow the service points to be correctly displayed and selectable for your orders.

Why do I see the message “No location data available” when trying to select a DHL service point in the app?

This issue occurs if the Production Key for your DHL Freight Sweden account linked to the app is not enabled. To resolve this: 1. Enable the Production Key in your DHL Freight Sweden account settings. 2. After enabling, retry the process to select a DHL Service Point for your order. Once the Production Key is enabled, the app will be able to fetch and display DHL Service Point locations correctly.

Why do I see only certain carriers like UPS, DHL, FedEx, Canada Post, and USPS in EasyPost but not local UK carriers such as Royal Mail or Parcel Force?

If local UK carriers are missing in your EasyPost dashboard, it usually means: 1. Your EasyPost account has not been configured or approved to access those carriers. Carriers like Royal Mail and Parcel Force require separate activation and agreements through EasyPost. 2. You must contact EasyPost support to request enabling and registering these UK carriers on your account. They will guide you through the required steps, contracts, or documentation. 3. After EasyPost activates the local UK carriers on your account, you can integrate those carrier accounts into PluginHive to display live shipping rates for UK shipments. 4. Contact PluginHive support afterward for help finalizing the app integration and carrier setup.

Why do I only see one shipping option (DHL Express Worldwide) despite having added 20 shipping options for rate automation in PluginHive MultiCarrier?

If you see only one shipping option available during checkout despite adding multiple, it could be due to the enabled services and rate automation settings. Key points: 1. The app pulls shipping options based on your active carrier services and shipment criteria including weight, dimensions, and shipping address. 2. If only DHL Express Worldwide appears, others may be filtered out either because their services are not enabled or not applicable to the shipment parameters. 3. Check your **rate automation configuration** and ensure all desired services are enabled under **Carriers -> DHL Express -> Services**. 4. Confirm package details align with service requirements; otherwise, the app will only show matching viable options.

Why do DHL Express shipping rates not work correctly for Isle of Man postcodes on Shopify checkout, and how should the destination country be set for accurate rate calculation?

DHL Express does not list Isle of Man as a separate country; instead, it includes Isle of Man under the United Kingdom in its system. Shopify, however, displays Isle of Man as a separate country with the country code IM. To ensure correct DHL Express shipping rate calculations and prevent errors during checkout, the destination country must be set as “United Kingdom” (country code GB) when the shipping address is for Isle of Man postcodes. This adjustment aligns Shopify’s data with DHL’s API requirements and enables accurate rate retrieval. To implement this solution: 1. Configure your shipping or checkout system to override the Isle of Man country selection and set the country field to “United Kingdom” (GB) for addresses with Isle of Man postcodes. 2. Verify the postcode format is valid and recognized under the UK country setting. 3. This workaround ensures that DHL’s API returns correct rates, thereby avoiding checkout failures and errors. 4. Until any official plugin update is released, manually processing orders with this understanding of rate mapping is recommended. This approach allows merchants to smoothly calculate rates and generate labels for Isle of Man shipments using DHL Express on Shopify.

Why do DHL Express shipping rates for Isle of Man postcodes not work correctly on Shopify checkout, and how should the country be set for accurate rate calculation?

DHL Express does not list Isle of Man as a separate country; instead, it is included under the United Kingdom in their system. For accurate rate calculation and successful retrieval of DHL Express shipping rates in Shopify when shipping to Isle of Man postcodes, the destination country must be set as “United Kingdom” (usually as country code GB) rather than Isle of Man (IM). This configuration aligns with DHL’s rate lookup requirements: 1. Confirm that the shipping address country for Isle of Man orders is set as United Kingdom (GB) in the system. 2. Ensure that the postcode entered for Isle of Man is consistent and valid under the UK country setting. 3. This approach makes DHL’s API respond with correct rates, preventing checkout failures and errors in rate retrieval logs. 4. Until any official PluginHive update or fix, merchants can manually accept orders quoting rates based on DHL’s UK rates for Isle of Man. Implementing this workaround will allow smooth rate calculation and label generation for Isle of Man shipments via DHL Express on Shopify.

Why do DHL and TNT shipping rates sometimes not appear during draft orders or online checkout in Shopify, showing only the backup rate instead?

This issue typically stems from a problem in the rate fetching or integration between Shopify and the PluginHive app. To resolve it: 1. Confirm that the PluginHive Shipping app is properly installed and configured for your Shopify store. 2. Ensure your DHL and TNT carrier accounts are correctly linked within PluginHive, with the necessary shipping services enabled. 3. Review PluginHive logs to verify that rate requests are successfully sent and that responses are received from DHL and TNT. If responses are successful but rates don’t appear, it may indicate a synchronization or display issue within Shopify. 4. Verify the shipping origin, package details, and destination data are correct, as inaccurate inputs can prevent rate display. 5. Check for any Shopify store settings or third-party apps that might be blocking or overriding carrier-calculated shipping rates. 6. Providing PluginHive support with collaborator access to your Shopify store can facilitate deeper troubleshooting, as diagnosing rate issues is limited without it.

Why did DHL label generation fail for my Shopify orders, and how can I resolve it?

DHL label generation can fail due to an internal server error on the carrier’s end, which prevents the carrier from sending a response. In such cases, no XML data is received by PluginHive, causing errors. To resolve this: 1. Contact PluginHive support with the affected order numbers. 2. PluginHive will attempt to reprocess the label generation request on the carrier’s side. 3. Upon successful reprocessing, the shipping label will be generated and available for download. 4. You should then verify label generation by retrying to download or view the label for the affected order from your dashboard.

Why did a customer receive an unusually high DHL shipping quote through the PluginHive app compared to previous shipments with similar packages?

An unusually high DHL shipping quote can occur if the package dimensions or weight are incorrectly calculated or missing in the PluginHive app. In this case, the error was caused because one of the products in the customer’s cart did not have defined dimensions within the app. When dimensions are missing, the app cannot accurately calculate shipping rates, leading to inflated prices. To prevent this, ensure that all products have accurate and complete dimensions and weight information entered in the app settings before generating live quotes.

Why are two entries for “DHL Paket International” showing up when selecting service carriers after adding shipping zones and manual rates in the PluginHive Multi-Carrier app?

This happens because both “DHL Paket International” and “Warenpost International” (for EU and international shipments) appear with very similar or identical service names, causing confusion in selection. To resolve this: 1. Review the service names configured in the app under your carrier settings to ensure each service is clearly and distinctly named. 2. If the app does not allow customizing service names directly, use different shipping service codes or labels to differentiate “Warenpost International” from “DHL Paket International.” 3. Verify the shipping zones and rates are correctly mapped to the intended service to prevent overlap. 4. If the confusion persists, schedule a support session with PluginHive to clarify service setup. Properly distinguishing services ensures you can select the correct service and apply the correct rates at checkout.

Why are the live FedEx and DHL checkout rates not showing for my shipping zone, and how can I enable them?

The live rates for FedEx and DHL might not show because these carrier accounts can be disabled by default in the app. To enable them: 1. Go to **App Settings** in the PluginHive app. 2. Select **Carriers** from the options. 3. Click on the specific carrier name (FedEx or DHL Express). 4. Toggle the **Active** option to enable the carrier. Once enabled, the live rates should start appearing in your checkout zone. If rates still do not appear, further troubleshooting can be performed based on your configuration.

Why are some orders stuck in the “Initial” status and not progressing to “Processing” when using DHL Express carrier with PluginHive’s Shipping Automation rules?

Orders remain in the “Initial” status because only a limited number of DHL Express services are selected in the Shipping Automation rule, and those selected services might not cover all shipments. To resolve this: 1. Log in to the PluginHive app. 2. Navigate to **Settings** > **Automation** > **Setup**. 3. Review the list of DHL Express services enabled in the Shipping Automation rule. 4. Ensure that a comprehensive set of services covering all shipment types is selected, not just two. 5. Update the rule by enabling additional DHL Express services as required. 6. Save the changes. 7. Reprocess the affected orders so that the appropriate services are returned and the order status changes from “Initial” to “Processing.” This update ensures that orders can correctly match available courier services and progress through fulfillment.

Why are live DHL shipping rates not loading on my Shopify store checkout, and how can I fix this?

To display live DHL shipping rates at checkout using PluginHive on your Shopify store, ensure that the “Carrier Calculated Rates at Checkout from the App” feature is enabled in your Shopify plan. Follow these steps to verify and address this: 1. Log in to your Shopify admin panel. 2. Navigate to **Settings > Shipping and Delivery**. 3. Check for a message indicating whether carrier-calculated rates are enabled. 4. If the message shows that this feature is not enabled, your current Shopify plan may not support live carrier rates. 5. Contact Shopify support to upgrade or enable this feature on your plan. 6. Once enabled, the PluginHive app can display live DHL Express shipping rates at checkout. Note: This limitation is due to Shopify’s plan restrictions and is not related to the PluginHive app. Enabling this feature is essential to seeing live DHL shipping rates during customer checkout.

Why are DHL shipping rates showing much higher than expected when using PluginHive, especially for orders with multiple products?

DHL shipping rates are calculated directly by the carrier based on order details such as ShipFrom address, ShipTo address, and package specifics. If you notice that rates are higher than expected, especially when multiple products are added, it may be because the system is stacking the shipping rate for each product instead of calculating a combined rate. This often happens when products are not properly grouped or packaged, or when the “stack products in boxes” setting is enabled, causing rates to be calculated per item rather than per shipment.

Why are DHL shipping rates not showing in PluginHive MultiCarrier and what should I do to fix it?

DHL shipping rates can fail if you have selected only a limited number of DHL services not applicable to your shipment. To resolve this: 1. Go to **App > Settings > Shipping Rates** in the PluginHive dashboard. 2. Locate the DHL carrier service options. 3. Instead of selecting only a couple of services, select all or multiple relevant DHL shipping services. 4. Save the changes. 5. Retry placing a shipment/order to check if the rates appear. Selecting all available DHL services ensures there is a valid service option matching your shipment, preventing rate retrieval failures.

Why are DHL shipping rates not appearing correctly in the PH MultiCarrier Shipping Label app, and how can I resolve this issue when using a test DHL account?

DHL shipping rates may not appear correctly if the DHL account connected to the PH MultiCarrier Shipping Label app is a test account. Test accounts often do not provide accurate or live shipping rates, which causes the app to either fail to show DHL rates or fallback to backup rates. To resolve this issue: 1. Contact DHL to obtain your live Production account credentials. 2. Log in to the PH MultiCarrier Shipping Label app and replace the test DHL account details with the Production account information. 3. Ensure your DHL Production account is fully activated and authorized for the shipping services you intend to use. 4. After updating the credentials, test the rate calculation and label generation again to confirm that live DHL rates appear correctly at checkout and during shipment preparation. If you need assistance updating your account details or troubleshooting within the app, reach out to PluginHive support for guidance.

Why are DHL rates calculated incorrectly when the product weight seems wrong in the PluginHive app?

Incorrect DHL rates usually stem from inaccurate product weight configuration in Shopify, because: 1. The PluginHive app fetches shipping rates based on the product weight values set in the Shopify Products page. 2. If product weights are missing or incorrectly set, the app defaults to a minimal weight (e.g., 0.01 kg) for each item, resulting in skewed DHL rate calculations. To fix this: – Update each product’s weight accurately in the Shopify admin under product details, ensuring weight units are consistent with your store’s settings (typically kilograms). – Save the changes and refresh the checkout rates. Note: The app supports weight values with two decimal places; e.g., 15 grams (0.015 kg) rounds/display as 0.01 kg in the app interface, which should still be accurate for rate calculation.

Why are DHL Express shipping rates showing in the request logs but not appearing on the storefront checkout, where only the Shopify backup rate is visible?

This issue can occur if one or more carrier rate requests are failing or timing out, causing the app to default to the Shopify backup rate on checkout. In your case, TNT rates were failing intermittently, which led to timeouts and prevented DHL Express rates from appearing properly on the storefront. To troubleshoot: 1. Verify the request logs to confirm which carrier rates are returned or failing. 2. If certain carrier rules like TNT are causing failures, temporarily disable those rules within the app. 3. After disabling the problematic carrier rule, perform a test checkout on your storefront to check if DHL Express and other valid carrier rates now appear. 4. If the DHL rates show correctly after this, the issue likely stems from conflicts or timeouts with the disabled carrier. Adjusting or resolving problems with that carrier integration will help restore full functionality. This process ensures that only valid and successful carrier rates reach the checkout, preventing fallback to Shopify backup rates unnecessarily.

Why are DHL Express shipping rates not showing live at checkout after integrating DHL in my Shopify store?

Live DHL Express shipping rates at checkout require the carrier-calculated shipping feature to be enabled on your Shopify store. This feature is included by default only in the Advanced Shopify, Shopify Plus, and Shopify plans. If you are on the Basic Shopify plan, which does not include carrier-calculated shipping, the live rates will not display automatically. To enable this functionality on the Shopify plan, you must either: 1. Switch to yearly billing, which allows you to add the carrier-calculated shipping feature at no extra monthly cost. 2. Or, add the carrier-calculated shipping feature as an a-la-carte add-on for $20/month by contacting Shopify support at [email protected]. You can verify whether carrier-calculated shipping is enabled by navigating to Shopify Admin > Settings > Shipping and Delivery, and checking for any messages about this feature. Note that this limitation is set by Shopify and is not a shortcoming of the shipping app itself. After ensuring carrier-calculated shipping is active, your DHL integration will be able to show live shipping rates at checkout.

Why are DHL Express shipping options that should not apply to a shipment still showing up at checkout, and how can I control which DHL services are displayed to customers?

By default, the DHL rate automation rule in the app may have all DHL services enabled, causing every DHL Express option to appear at checkout regardless of shipment specifics. To display only your preferred DHL Express services: 1. Navigate to the PluginHive app settings in Shopify admin. 2. Go to Shipping Rates -> Rate Automation. 3. Locate and edit the DHL Express rate automation rule. 4. Under the “Action Details” section, uncheck the undesired DHL services and leave only those you want to offer. 5. Save/update the rule. 6. Test the checkout to verify only the selected DHL Express options show for relevant shipments.

Why are DHL and TNT shipping rates not appearing for draft orders or online orders in Shopify, showing only the backup rate instead?

When DHL and TNT shipping rates do not appear during draft order creation or online checkout—showing only the backup rate—this typically indicates an issue with the rate fetch or integration between Shopify and PluginHive. To resolve this: 1. Verify that PluginHive shipping app is properly installed and configured for your Shopify store. 2. Check that your DHL and TNT carrier accounts are correctly linked within the PluginHive app and that appropriate shipping services are enabled. 3. Review the logs in PluginHive to confirm that rate requests are being successfully sent and responses received from DHL and TNT. A successful response without visible rates on Shopify suggests a synchronization or display issue. 4. Ensure that the shipping origin, package details, and destination are correctly set, as incorrect data can prevent rates from showing. 5. Provide PluginHive support with collaborator access to your store, enabling them to perform deeper troubleshooting. Without collaborator access, diagnosing rate visibility issues is limited. 6. Confirm that there are no Shopify store settings or apps blocking or overriding carrier-calculated shipping rates. Following these steps helps ensure DHL and TNT shipping options display correctly for draft and online orders.

Why are certain DHL delivery services, like 1200 or 1030 delivery, not showing as available to my customers?

To display additional DHL delivery services such as 1200 or 1030 at checkout, you must explicitly enable these services in the app’s Rate Automation settings: 1. Navigate to **App > Settings > Rate Automation**. 2. Under the rule **Auto Rule for DHL Express**, open **Action Details**. 3. From the **Add Carrier/Service** dropdown, select the additional DHL Express services you want to make available at checkout (for example, 1200 or 1030 delivery). 4. Save the changes. This procedure also applies to other carriers like FedEx or Canada Post if you want to enable more services. After updating, the newly enabled services should appear for customers during checkout.

Why are Aramex shipping rates failing to load while DHL rates work fine in PluginHive, and how can I fix it?

The Aramex rates may fail with the error “ClientInfo – Failed to login using Portal Service” if the login credentials for your Aramex account have recently changed. To fix this issue: 1. Confirm whether you have changed your password or login details in the Aramex portal recently. 2. If yes, update your Aramex account integration in PluginHive by deleting the existing Aramex account entry. 3. Re-add the Aramex account using the updated username and password. 4. After re-adding, check whether the rates are successfully fetched. If you face difficulties updating the password or linking the account inside the app, you may contact PluginHive support and share the updated credentials securely—they can assist with re-adding the account.

Why am I unable to print order #1033 when using the “DHL Service Point (B2C)” service?

When using the “DHL Service Point (B2C)” service for an order, you must assign a Service Point to the order before you can generate the shipping label. To resolve the printing issue: 1. Open the specific order (# 1033. in your system. 2. Locate the option to assign or select a DHL Service Point for that order. 3. Choose the appropriate DHL Service Point based on the customer’s location or preference. 4. Save the assignment. 5. Proceed to generate the shipping label again. Once the Service Point is assigned, the label should generate properly, allowing you to print the order.

Why am I unable to generate shipping labels when I select DHL Service Point, and how do I resolve the “service point missing” error?

When you select the DHL Service Point (B2C) carrier service, you must manually assign a specific service point to the order before generating the label. The “service point missing” error indicates that no service point has been selected yet. To resolve this, follow these steps: 1. Open the order for which you want to generate the label. 2. Click on the three dots menu (options) for that order. 3. Select “Set Service Point for DHL Sweden.” 4. Choose the desired DHL service point from the list and confirm your selection. 5. After setting the service point, proceed to generate the shipping label as usual. If you prefer not to select a service point manually, consider choosing a different DHL carrier service that does not require this step.

Why am I unable to generate DHL Paket shipping labels using the PluginHive app, and what can I do in the meantime?

The inability to generate DHL Paket labels is due to failures in the DHL Paket API. As a temporary workaround, you should generate DHL labels outside the PluginHive app until the issue is resolved. The PluginHive team is in contact with DHL to fix the API failure and will update you once resolved.

Why am I unable to generate DHL Freight Sweden labels, and how can I resolve this?

When generating labels for DHL Freight Sweden using the “DHL Freight Sweden – DHL Service Point (B2C)” service, assigning a Service Point is mandatory before label creation. To resolve this: 1. Ensure the order status is “Processing”. 2. Select the order, click on “More Actions” (three dots button). 3. Choose “Set Service Point for DHL Sweden”. 4. Select an appropriate Service Point from the list and update the order. 5. Proceed to generate the label after the Service Point is assigned. This mandatory step is required for successful label generation with DHL Freight Sweden.

Why am I unable to find or select DHL Freight Service Points when trying to assign them to an order?

If service points for DHL Freight Sweden are not appearing during selection, it is likely because the Production Key for DHL Freight Sweden is not enabled in the app settings. To resolve this: 1. Navigate to the app backend under Settings > Carriers > DHL Freight Sweden. 2. Ensure that the Production Key toggle or setting is enabled. 3. Click on the Connect or Save button to update the configuration. 4. After enabling the Production Key, try to find and select the service points again. This should allow the service points to be shown for selection.

Why am I unable to display live DHL shipping rates and taxes at checkout using the PluginHive app on my Shopify store?

To display live calculated shipping rates at checkout using the PluginHive app, your Shopify store must have the ‘Shopify Carrier Calculated Shipping’ feature enabled. This is a mandatory Shopify-level requirement, not an app limitation. Typically, this feature is not available on the Basic Shopify plan, so you will need to upgrade your Shopify plan or get this feature enabled directly through Shopify. Once enabled, the app can fetch and show live DHL rates and taxes during checkout.

Why am I unable to create a shipment using my DHL account in PluginHive Multicarrier for an order shipping to Germany, and it says no service is connected?

The PluginHive Multicarrier app only supports domestic shipments within Sweden when using DHL Freight Sweden accounts. Although your DHL account may allow shipping across Europe, the app integration restricts DHL Freight usage to domestic Sweden addresses only, which is why it shows no connected service when trying to create shipments to Germany.

Why am I seeing only a DHL test account in the PluginHive app and how do I switch to live shipping rates and labels?

The PluginHive app comes preconfigured with a DHL test account used solely for testing purposes. To generate live shipping labels and obtain accurate shipping rates, you must replace this test account with your production DHL API credentials obtained from DHL. Update your account details in the app with these production credentials, then notify PluginHive support to assist you further and enable live functionality.

Why am I seeing a failure status for DHL Express shipping rates in my request ID, and how can I resolve it?

The failure status for DHL Express shipping rates in a request could be due to temporary or configuration issues. To resolve this: 1. Verify the shipping rates by processing the same transaction again using the corresponding Request ID in your store’s checkout. 2. Confirm if the app returns DHL Express options alongside other carriers such as TNT. 3. If rates are still not appearing properly, ensure your DHL Express account settings and API credentials are correctly configured in the app. 4. If the problem persists, contact support with the failure details for deeper investigation.

Why am I only seeing UPS, DHL, FedEx, Canada Post, and USPS rates but no local UK carriers like Royal Mail or Parcel Force in my EasyPost account through PluginHive?

If you are only seeing carriers like UPS, DHL, FedEx, Canada Post, and USPS in your EasyPost account but no local UK carriers such as Royal Mail or Parcel Force, you should: 1. Contact EasyPost support directly to help enable and configure UK-based carrier accounts within your EasyPost dashboard. EasyPost controls which carriers are available based on account setup and origin. 2. Once your EasyPost account is properly configured with local UK carriers enabled and set up, you can connect with PluginHive support via Zoom for assistance in finalizing the app integration and live rates display for the UK location.

Why am I not seeing DHL shipping prices at checkout even after connecting my DHL account, and how can I resolve this?

If you have connected your DHL Express account but are not seeing shipping prices at checkout, it is likely because not all DHL services were enabled in the app. To resolve this: 1. Verify that your DHL Express account is successfully connected to the PluginHive app. 2. Check the app settings to ensure all available DHL shipping services are enabled. 3. Enable any disabled DHL services in the app interface. 4. Save the changes and refresh your checkout page to see updated shipping prices. Enabling all DHL services allows the system to display accurate shipping rates on checkout. If prices still do not appear, recheck the service activation or contact support for further assistance.

Why am I getting the error “Calculated volume 0.006 is larger than given volume 0.005” when generating DHL labels, and how do I resolve it?

This error typically occurs because the packaging details in the order do not match the volume constraints imposed by DHL Service Point labels. Specifically: – When using DHL Service Point B2C, the label can only be created for one package at a time. – If your order has multiple packages (for example, 9 packages), you need to adjust your packaging settings accordingly. Resolution steps: 1. Review and update the packaging details in the PluginHive app so that each package’s volume is correct and within allowed limits. 2. Create individual labels for each package separately. 3. Re-attempt label generation after correcting the packaging details. If you need assistance, consider scheduling a support call with PluginHive to help configure the packaging setup correctly.

Why am I getting an error “destination country is invalid” when generating a DHL label for order CI3495 in the DHL EXPRESS WORLDWIDE – Non-Doc category?

The “destination country is invalid” error can stem from incorrect or incomplete address details. However, in this case, since the label for order CI3495 was successfully generated and fulfilled from the app, please verify if the issue still persists on your end. If the error continues, double-check the destination country field in the shipping address to ensure it matches DHL’s accepted country codes and formats. Also confirm all required shipping address details are complete and valid. If problems persist, provide updated details for further assistance.

Which Shopify plan supports the Carrier Calculated Shipping feature needed to show DHL Express calculated rates on checkout?

The **Carrier Calculated Shipping** feature is available on the **Shopify Plan (middle-tier)** when purchased with **yearly billing** or on higher-tier plans like Advanced Shopify or Shopify Plus. It is not available on the Basic Shopify plan. To enable this feature: 1. Confirm your current Shopify plan details in your Shopify Admin. 2. If you are on Basic Shopify, you need to upgrade to at least the Shopify Plan with yearly billing to gain access to CCS. 3. Contact Shopify support to confirm and enable the feature on your store. 4. After enabling CCS, the PluginHive app will be able to fetch and display DHL Express calculated rates at checkout.

Which DHL API integration does PluginHive currently support for DHL services?

PluginHive currently supports only the XML PI (Product Interface) API for DHL integrations. The MyDHL API, which includes additional services and updated product codes, is not yet integrated but is planned for implementation in upcoming releases. Until the MyDHL API integration is live, only the DHL services available through the XML PI will be accessible via PluginHive.

Where do we set the IGST value to resolve the error “ConditionData>IGST % should be greater than 0 and not more than 28%” when generating DHL shipping labels?

This error occurs because the DHL API requires a valid IGST tax value between 0 and 28%. To resolve it: 1. Check if the IGST value is being sent as zero due to missing tax setup in your products. 2. Ensure you have configured appropriate taxes for your products in your store’s settings. 3. After adding the taxes, reprocess the order by changing its status first to “initial” and then back to “processing.” 4. Attempt to generate the shipping label again. This approach ensures the IGST percentage in the shipment request meets DHL API requirements.

Where do I enter my DHL Freight Sweden account number and contract details in the PluginHive app to connect my carrier account?

To connect your DHL Freight Sweden account in the PluginHive Multi Carrier Shipping Label App, follow these steps: 1. Gather the required details from DHL Freight Sweden: – Your DHL Account Number – If your account has Contract Rates enabled, also have your DHL e-id and Password ready. 2. Log into the PluginHive app and navigate to the carrier integration or settings section. 3. Enter your DHL Account Number in the appropriate field. 4. If you have Contract Rates, click on “Enable Production Key” and enter your DHL e-id and Password as prompted. 5. Click the “ADD” button to save and connect your DHL Freight Sweden account credentials with the app. 6. Once added, your carrier account will be integrated and you can start processing shipments through the app. 7. For further assistance, you can schedule a guided onboarding session using the PluginHive appointment link: [Schedule an appointment](https://appointments.pluginhive.com/appointment/book-a-slot/?storeUrl=bpmdaz-wx.myshopify.com&email=&ticket=322819&key= 1744402179123. This session will help you configure, manage shipments, and use all relevant features efficiently.

Where can I get a complete list of DHL shipping services applicable to my contract to configure the app correctly?

To obtain a comprehensive and accurate list of DHL services applicable to your account: 1. Contact your DHL Account representative directly and request the full list of shipping services included in your specific DHL contract. 2. Use this official list to configure the shipping services enabled in the app, ensuring you only include the services available and relevant to your contract. 3. The app provides a general list of DHL services, but your contract may include only a subset of these services, so verifying with DHL ensures correct configuration.

Where can I find the MyDHL API documentation to verify service availability and integration details?

The MyDHL API documentation is publicly available at the DHL developers portal: https://developer.dhl.com/. This documentation provides comprehensive information about the DHL services, their respective product codes, and API usage guidelines. Use this resource to: – Validate which DHL services are offered for your region (e.g., Australia) – Confirm the correct product codes and service names expected in integration setups – Ensure your PluginHive configuration aligns with the official API specifications Access to this portal helps maintain accurate and up-to-date integration between PluginHive and DHL services.

When was the DHL API URL change implemented in the PluginHive DHL Express app, and will it affect orders created before that date?

The changes to accommodate the new DHL API URL were implemented on Monday, February 10, 2025. Orders created before this date were processed with the previous API setup. Since the update is already live in the app, any new labels generated will use the updated API URL. To ensure smooth operations, you can generate and test labels post this implementation date and verify with DHL if needed.

What steps should I take to add DHL Express and UPS accounts in the PluginHive app alongside Aramex?

To add DHL Express and UPS accounts in the PluginHive Shopify Multi Carrier Shipping Label app: 1. Log into your PluginHive app dashboard in Shopify. 2. Navigate to the carrier setup section and select “Add Carrier.” 3. Choose DHL Express or UPS and enter the required credentials (account number, API keys, username/password as applicable). 4. Save the carrier account details and verify connectivity by creating test shipping labels or fetching rates. 5. If issues arise, contact PluginHive support for assistance with setup and troubleshooting.

What steps should I take if PluginHive shipping rates are not matching DHL website rates for the same shipment?

If PluginHive rates don’t match DHL website rates: 1. Collect a sample order with all shipment details such as origin and destination address, product weights, dimensions, and packaging type. 2. Take a screenshot of the shipment rate from the DHL website for the same order details, showing all relevant fields (address, package details, and shipping cost). 3. Compare how PluginHive is calculating package details—check packaging settings, stacking options, and whether it’s summing rates per product. 4. Share these details with PluginHive support for troubleshooting, so they can replicate the issue using the precise shipment conditions. 5. Confirm that app access to Shopify Shipping and Delivery Settings is provided to support to facilitate detailed investigation.

What steps should I take if my DHL Freight Sweden B2C account cannot generate labels for Dangerous Goods products?

Since DHL Freight Sweden B2C accounts do not support Dangerous Goods shipments, you should: 1. Consider obtaining a DHL B2B account, which supports Dangerous Goods. 2. Contact DHL Freight Sweden to initiate the process of switching to or opening a B2B account. 3. Ensure your products are correctly configured with Dangerous Goods details and labeling in your app. 4. Once you have a B2B account, test label generation again for Dangerous Goods shipments. If you need further technical assistance, sharing your DHL account details with support can help them investigate with DHL on your behalf.

What steps should I take if DHL rejects my XML shipping label request due to incorrect product codes or missing special service elements?

Follow this stepwise process to resolve DHL XML API rejection: 1. Review DHL’s feedback carefully to identify incorrect elements—e.g., invalid product codes or missing XML nodes like Paperless Trade tags. 2. Cross-check the list of valid product codes from DHL and select the appropriate one for your shipment type (domestic or international). 3. Enable Paperless Trade by ensuring the `<SpecialService><SpecialServiceType>WY</SpecialServiceType></SpecialService>` elements are included under the `<Shipper>` section of your shipment XML. 4. Update your shipping label creation process in your app or integration settings to reflect these changes. 5. If using PluginHive, request assistance to cancel and regenerate the affected labels with correct configurations. 6. After changes, resend the corrected XML request along with the label data to DHL for approval. 7. Confirm that domestic shipments do not include unnecessary commercial invoice data unless explicitly required. This approach minimizes label rejections and ensures compliance with DHL’s API specifications.

What steps should I take if backup shipping rates show instead of DHL or TNT rates during online checkout?

When only backup rates appear, take the following troubleshooting steps: 1. Confirm that DHL and TNT carrier accounts are connected and active in PluginHive with appropriate services enabled. 2. Check that the shipping origin address, package dimensions, and destination address are accurate and comply with carrier requirements. 3. Access the PluginHive logs to verify if rate requests to DHL and TNT are being sent successfully and if valid responses are received. 4. Check for any conflicts with Shopify settings or third-party apps that might override or block carrier-calculated rates. 5. If unresolved, grant PluginHive collaborator access to your store so support can perform an in-depth review and fix integration issues.

What steps should I follow to update product weights correctly in Shopify for accurate DHL rate calculation in PluginHive?

To update product weights in Shopify: 1. Log in to your Shopify admin panel. 2. Navigate to “Products” and select the product you want to update. 3. Scroll to the “Shipping” section within the product details. 4. Enter the accurate weight of the product, ensuring it matches the weight unit configured in your store (kilograms or grams). 5. Save the product changes. 6. Repeat for all relevant products. 7. After updating, test checkout to verify if DHL rates update correctly based on corrected weights.

What steps do I need to take to integrate DHL Freight Sweden with the PluginHive Multi Carrier Shipping Label App after receiving my account credentials?

To integrate your DHL Freight Sweden account with the PluginHive Multi Carrier Shipping Label App, follow these steps: 1. Obtain the following details from DHL Freight Sweden: – DHL Account Number – If your account has Contract Rates enabled, also get the DHL e-id and Password. 2. Log into the PluginHive app and navigate to the carrier integration section. 3. Enter the DHL Account Number and, if applicable, enable contract rates by clicking “Enable Production Key” and adding your DHL e-id and Password. 4. Click “ADD” to connect the account credentials with the app. 5. Once your DHL Freight Sweden account is successfully added, schedule an onboarding session to learn how to configure and manage shipments through the app. You can book your slot using the provided PluginHive appointment link. 6. During the onboarding, you will receive guidance tailored to your DHL account setup to help you use all the app’s shipping functionalities effectively.

What steps can I take if the DHL XML rate request files are not opening or downloading properly in the PH MultiCarrier Shipping Label app?

If XML files related to DHL rate requests are not opening or downloading in the PH MultiCarrier Shipping Label app, follow these steps to troubleshoot the issue: 1. Verify your internet connection and retry downloading the XML file to rule out temporary network issues. 2. Confirm that your DHL account credentials are correct and active within the app, as invalid credentials can prevent proper retrieval of rate data and related files. 3. Check for any app updates and install the latest version to ensure compatibility and bug fixes that may affect XML handling. 4. If the problem persists, gather the following details for further investigation: – Order number(s) affected – Store URL – Any error messages or logs shown by the app 5. Contact PluginHive support or DHL technical support with these details so they can investigate the XML file retrieval or format issues. 6. If the issue is due to the test account limitations, consider switching to a Production DHL account as the test environment may have restricted functionality including file downloads.

What specific information should I provide to PluginHive and DHL to facilitate resolution of commercial invoice discrepancies?

To expedite troubleshooting and resolution, provide the following: 1. Clear identification of each invoice’s source, distinguishing between PluginHive-generated invoices and those from the direct DHL website or app. 2. Copies of shipping labels and commercial invoices from both sources for the same shipment(s). 3. Comparison summaries detailing all discrepancies in shipper information or other key invoice fields, preferably organized in a spreadsheet or similar format. 4. Complete XML request and response logs from PluginHive’s API communication with DHL showing the exact data sent and received. 5. Reliable contact details (phone or email) for further communication if the support or technical teams need additional clarifications. This comprehensive information package allows PluginHive and DHL teams to perform a thorough root cause analysis and implement corrective actions efficiently.

What specific information and documentation should I provide to PluginHive and DHL to help resolve commercial invoice issues?

To enable efficient investigation and resolution, provide the following: 1. Clearly identify the source of each commercial invoice (PluginHive app vs. direct DHL website/app). 2. Attach shipping labels and commercial invoices generated from both sources for the same order. 3. Prepare comparison summaries (preferably in structured formats like Excel) that highlight differences or missing shipper information. 4. Share XML request and response logs recorded by PluginHive’s API calls to DHL, showing the exact data sent and received. 5. Provide a reliable contact number or email for timely communication by support teams if clarification or additional data is required. This detailed information package accelerates joint troubleshooting between PluginHive and DHL technical teams.

What should merchants do if they experience intermittent label generation failures with DHL Paket on certain days after PluginHive updates?

If label generation fails intermittently: 1. Note the specific dates and times when failures occur. 2. Check if there were any PluginHive app updates or DHL API changes around those periods. 3. Share videos or screenshots showing label generation attempts with PluginHive support for diagnostics. 4. Provide authorization to PluginHive to generate test labels on your store, allowing them to replicate the issue. 5. Confirm your shipping addresses are accurate and consistent across orders. 6. If PluginHive identifies address or service-related errors, apply recommended corrections accordingly. 7. Monitor label generation behavior after fixes, informing PluginHive immediately if problems continue. Prompt reporting and cooperation enable PluginHive to work with DHL to stabilize the service and minimize downtime.

What should I do if the shipping rates shown at checkout do not match the rates displayed in my UPS and DHL Express accounts when checked manually?

To resolve discrepancies between checkout shipping rates and those shown on your UPS and DHL Express accounts, follow these steps: 1. Capture a clear screenshot from your store’s checkout page for the specific transaction. Ensure the screenshot includes product details, shipping address, and the shipping rates displayed. 2. Capture a screenshot from your UPS or DHL Express account for the same shipment. This screenshot should clearly show the origin and destination addresses, package details including weight and dimensions, any special services enabled, and the shipping rates charged. 3. Provide these screenshots and detailed transaction information to PluginHive support through the appropriate support channel. 4. Verify that the package dimensions, weights, and declared services exactly match between your store checkout and the carrier portal. Differences here can cause inconsistencies. 5. Confirm that any negotiated rates, discounts, or special carrier account settings are properly configured in PluginHive. 6. PluginHive support will use your provided information to replicate the exact shipment scenario in their system and investigate the cause of the difference, enabling them to offer a precise resolution. Providing detailed, matching data to PluginHive support is critical for diagnosing the issue accurately and ensuring checkout reflects correct carrier rates.

What should I do if the PluginHive shipping plugin shows my DHL account as a test account even though DHL confirms the account is live?

If the shipping plugin is saving your DHL account with Contract Rates but marking it as a test account, it likely means the DHL e-Id and Password entered in the app are incorrect. To resolve this: 1. Verify the DHL e-Id and Password you have entered in the PluginHive shipping plugin settings. 2. Correctly update these credentials in the app to match your live DHL account details. 3. If you are unsure about the correct DHL e-Id and Password, contact your DHL Account Representative for assistance in obtaining the proper credentials. 4. After updating the correct credentials, save the settings again in the plugin. The plugin should then recognize your account as live and function properly. If issues persist after these steps, reach out to PluginHive support for further assistance.

What should I do if the local DHL pickup team is rejecting the commercial invoices generated by PluginHive’s DHL API integration?

If the local DHL pickup team rejects invoices produced through PluginHive due to template differences, you should: 1. Continue using the native DHL Express India app invoices for pickups temporarily to ensure shipment processing is not delayed. 2. Provide PluginHive with detailed feedback from the DHL pickup team specifying the exact issue with the PluginHive invoice format. 3. Share sample order details and any relevant documentation or test orders with PluginHive support so they can reproduce and investigate the problem. 4. Stay responsive to PluginHive’s requests for additional data and assist in testing label and invoice generation when asked. 5. Coordinate closely with PluginHive while they engage DHL’s technical team to clarify and resolve the difference in invoice templates. Taking these steps helps maintain shipment flow and aids PluginHive and DHL in working toward a permanent fix.

What should I do if the DHL rates in the PluginHive app still do not match the DHL website rates after correcting product weights?

If discrepancies remain after ensuring product weights are correct: 1. Verify that the shipping “From” and “To” addresses, package dimensions, and weights used in the checkout simulation exactly match those you enter for rate checking on the DHL website. 2. Perform a test shipment rate query on DHL’s official website by logging in to your DHL account and inputting the same shipment details. 3. Compare the returned shipping cost with the app’s quoted rate. Minor differences may occur due to dimensional weight calculations or rounding. 4. If considerable differences persist, capture a complete screenshot of the DHL website rate with shipment details and send it to PluginHive support for deeper investigation. 5. Confirm that your DHL integration is live (Production mode) and that no default minimal weights are overriding your product weights at runtime.

What should I do if the DHL courier requests an additional Airway Bill or document that I do not have a sample print of when using PluginHive?

Follow these steps to clarify and resolve the requirement for additional DHL shipping documents: 1. Check the documents you currently generate in PluginHive for your shipments (shipping labels, airway bills, etc.). 2. Share the generated shipping documents with the DHL courier or pickup personnel and ask precisely which document or format they require. 3. If the courier requests a specific Airway Bill or additional printout that you do not have, try to obtain a sample of that document from DHL. 4. Share any sample or details received with the PluginHive support or technical team for internal verification. 5. The PluginHive team can then verify whether the system can generate the required document and enable or configure the printing options accordingly. 6. In the meantime, using the shipping label you currently print may suffice if DHL agrees, reducing shipping delays. This communication process ensures you meet DHL’s documentation requirements while PluginHive aligns its system for proper label and document printing.

What should I do if PluginHive has not received the MyDHL API documentation needed to verify service details?

If PluginHive has not received the MyDHL API documentation necessary for service verification, take the following actions: 1. Request the official API documentation from your DHL regional point of contact or DHL support team. 2. Provide PluginHive support with the direct link to the DHL developers portal (https://developer.dhl.com/) where the MyDHL API documentation is hosted. 3. Ensure DHL support is copied (CC’d) in communications involving documentation sharing to facilitate prompt collaboration. 4. Follow up regularly with both DHL and PluginHive until the documentation is published and acknowledged by PluginHive. This documentation is essential for PluginHive to validate service accuracy and integration specifics.

What should I do if my store is showing incorrect or very high DHL Express shipping rates, or if shipping error messages appear, especially for international shipments from Belgium?

For issues with DHL Express shipping rates or errors on international shipments from Belgium, use the following approach: 1. Confirm the assigned shipping carrier and zones configured in your store—for example, if DHL Express is assigned for shipping to the USA. 2. Grant collaborator access to PluginHive support to allow them to investigate your store settings and orders. Approval is typically via a Shopify email sent to your store’s tools email address. 3. Work with the support team, who may provide further explanation via video or direct consultation. For example, they might explain the source of the pricing error related to carrier selection, zone setup, or packaging details. 4. Review any video resources or explanations provided to understand how shipping zones, package dimensions, or carrier rules might affect pricing. 5. Adjust your shipping configuration based on the insights gained to correct or optimize shipping rates for your international orders. 6. If uncertain, arrange for a Zoom call with support to directly troubleshoot complex or account-specific issues.

What should I do if I want PluginHive support to verify my Shopify store and DHL app settings?

To allow PluginHive support to verify your store’s configuration: 1. Provide **Collaborator Access** to PluginHive (specifically to the Shipping and Delivery section) in your Shopify admin. 2. Confirm the access is granted via email or support request. 3. Provide a real shipping address relevant to your shipping zone to test DHL rate calculation. 4. PluginHive support will then review your settings and test a transaction to confirm the integration is correctly set up and diagnose any issues. Make sure all required permissions are granted for thorough verification.

What should I do if I encounter issues obtaining the correct DHL Express API credentials needed for integration?

If you face difficulties getting the necessary DHL Express API credentials: – Contact DHL Express customer service to clarify which credentials are needed (REST API vs XML API) based on PluginHive’s current supported integrations. – Inform DHL about the planned discontinuation of XML API and request appropriate credentials aligned with PluginHive’s upcoming REST API. – Keep PluginHive support informed about the credential status so they can provide further technical assistance or help troubleshoot integration challenges once you receive the credentials. PluginHive support remains available for follow-up assistance to ensure your account and app are correctly configured.

What should I do if DHL shipment labels are failing to generate in my Shopify PluginHive app?

If DHL shipment labels fail to generate in the PluginHive app, follow these steps: 1. Check for any recent app setting changes or automations that might impact label creation. 2. Collect error details such as error messages (“XMLs Not Generated”) and affected order numbers. 3. Contact PluginHive support with the details and grant permission for them to generate a test label, helping them replicate the issue. 4. Await communication from support with findings or fixes applied on their side. 5. After confirmation, attempt label generation again from your admin panel to verify resolution. By following this sequence, you ensure a structured troubleshooting path that leads to a swift resolution of DHL label generation failures.

What should I do if DHL informs me that their account setup is not yet complete, affecting shipping rate visibility in the app?

If DHL indicates that their account setup is incomplete, you should: 1. Wait until DHL completes all necessary setup steps for your account. 2. Once DHL confirms completion, revisit the PluginHive app carrier settings to ensure the Account Rates option is enabled. 3. Test the checkout rates after the setup is complete. 4. If issues persist, provide relevant shipping details or screenshots for further troubleshooting.

What should I do as a customer while PluginHive and DHL investigate commercial invoice format issues?

During the investigation, follow these guidelines: 1. Continue to document and collect examples of shipments that show missing or incorrect shipper details on the commercial invoices. 2. Maintain updated records including XML logs and invoice snapshots, and promptly share these with PluginHive support when requested. 3. Use DHL Express’s official website or mobile app to generate commercial invoices to understand the expected correct format for comparison. 4. Refrain from making unilateral changes to shipment data fields in PluginHive or your system without consulting PluginHive support to avoid complicating troubleshooting. 5. Remain responsive and cooperative with requests from PluginHive or DHL support for additional information to help expedite diagnosis and resolution. Adhering to these practices helps maintain consistent troubleshooting and facilitates smooth communication between all parties.

What should I do after successfully connecting my DHL Express account in PluginHive?

After successfully connecting your DHL Express account in PluginHive, you should: 1. Test shipment creation and label generation to confirm the integration works smoothly. 2. Review and configure shipping options, services, and rates as needed within the app settings. 3. Monitor initial shipments closely for any discrepancies or errors and resolve them promptly. 4. Reach out to PluginHive support if you encounter issues or require assistance fine-tuning your integration. This ensures your DHL Express integration is fully functional and meets your operational needs.

What should I check if shipping rates for DHL Express are not appearing for certain addresses?

To troubleshoot missing DHL Express shipping rates for specific addresses: 1. Verify your DHL Express carrier configuration, including API credentials and enabled services, are correctly set in the app. 2. Confirm the account rates option is enabled if you want negotiated pricing. 3. Check the shipment’s weight, dimensions, and destination details to ensure they meet DHL’s service restrictions and coverage. 4. Look into the request logs for any errors or failures associated with the specific address requests. 5. Retest with a different address or package parameters to see if rates appear, helping isolate if the issue is address-specific or configuration-related. 6. Reach out to support with request IDs and log details if you cannot resolve rate fetching issues yourself.

What should customers do if they want to access DHL services only available through the MyDHL API, which is not yet integrated into PluginHive?

Since PluginHive currently does not support the MyDHL API, customers requiring services exclusive to the MyDHL API must await the PluginHive app update incorporating MyDHL API support. Meanwhile, customers can: 1. Use DHL services available under the XML PI integration as supported today. 2. Maintain contact with PluginHive support for updates regarding the MyDHL API release. 3. Share reference materials such as the XML PI Toolkit or MyDHL API documentation with PluginHive support to facilitate preparation for the future upgrade.

What should a customer do to start testing DHL shipping labels with PluginHive?

To start testing DHL shipping labels on PluginHive, follow these steps: 1. Generate or obtain DHL test credentials including the test username (Site ID) and password (Site Password). 2. Provide these credentials, along with the DHL account number and API Key details, to PluginHive support. 3. PluginHive will assist in connecting these credentials within the app. 4. Generate test shipping labels through the app to validate integration and label printing. 5. After successful testing, production credentials can be connected to begin live shipments. PluginHive also offers the option to schedule a call for detailed assistance during this process.

What must I do to ship Limited Quantity (LQ) Dangerous Goods with DHL Freight Sweden?

When shipping Limited Quantity Dangerous Goods, the sender is responsible for ensuring the goods are correctly labeled with LQ labels as per regulations. You should: 1. Verify that the goods qualify for shipment as Limited Quantities. 2. Affix the appropriate LQ labels on the packages. 3. Follow DHL’s guidelines for booking and filling documentation for LQ shipments. For specific booking details or assistance, contact DHL E-com support at 0771-345345 (option 1, option 1, option 3). If you do not have a security advisor, DHL can refer you to an external service (DGM 054-4001190), which provides paid advisory support on Dangerous Goods compliance.

What is the difference between the test and production DHL API accounts in PluginHive, and how do I switch to production?

When you first add a DHL account with the API Key and Secret, it may connect as a Test account that allows testing label generation but not live shipments or real rates. To enable live rates and create production shipping labels, you must obtain Production Account Credentials from DHL. Contact your DHL team or Account Representative to upgrade your API access from test to production. Then, provide the production API Key and Secret to PluginHive support or update them yourself in the app to start processing live shipments.

What is the correct procedure to assign a DHL Service Point to an order after changing its status to “Initial”?

After changing the order status to “Initial,” you should not use “Generate Packages Manually” to assign a DHL Service Point. Instead: 1. Change the order status to “Initial”. 2. Select the order again and click on “Prepare Shipment” (this moves the order to Processing Status). 3. Once in Processing Status, select the order and go to Advanced > “Set Service Point for DHL Sweden”. 4. Then select the desired service point from the available locations. 5. Complete the process by generating your shipping label. Following these exact steps allows you to assign a DHL Service Point without errors or system restrictions.

What information should I provide to PluginHive or DHL to help resolve commercial invoice issues?

To facilitate effective troubleshooting and resolution: 1. Provide clear identification of the source of each commercial invoice (e.g., PluginHive app vs. DHL direct website/app). 2. Include generated labels and commercial invoices for the same order from both sources. 3. Share comparison summaries, preferably in organized formats (e.g., Excel spreadsheets), that highlight discrepancies in the shipper data or other important fields. 4. Share XML request and response logs from PluginHive’s API calls to DHL to validate what data was sent and received. 5. Be available for direct communication (e.g., provide a contact phone number) if the support teams need clarification or additional information. Providing these detailed artifacts enables faster root cause analysis and coordinated fixes between PluginHive and DHL teams.

What happens after I upgrade my app subscription plan to the Starter Plan regarding DHL shipping rates?

Upgrading to the Starter Plan enables the following: 1. Display of DHL Express service shipping rates at the checkout page of your Shopify store. 2. Showing associated Estimated Delivery Days alongside DHL shipping options. 3. Ability to process live shipping labels using your Production DHL account credentials. After upgrading, verify at your store’s checkout that DHL rates and delivery estimates are visible correctly.

What does the error “The e-Id is invalid or the e-Id don’t include the agreement number at the paying part” mean in DHL Freight Sweden, and how can I resolve it?

This error indicates that the DHL e-Id entered in your PluginHive app configuration is either incorrect or missing the required agreement number associated with the payment section of your DHL account. To resolve this issue: 1. Verify the e-Id details with your DHL account manager or DHL support team to ensure you have the correct e-Id and that it includes the necessary agreement number for the paying party. 2. Once confirmed, update the e-Id information accurately in the PluginHive application settings where your DHL Freight Sweden account is configured. 3. After updating, attempt to retrieve shipping rates or perform the required operations again to check if the error is resolved. 4. If the problem persists, contact PluginHive support with the validated e-Id for further assistance.

What does the DHL service name “Express World-wide non-doc” mean in the app?

“Express World-wide non-doc” is a DHL service name provided via DHL’s API. The term “non-doc” indicates that this service does not allow shipping of documents; it is intended for non-document shipments only. For detailed service definitions or to understand if this service matches your shipping needs, it is recommended to contact DHL directly.

What does “currently working on the DHL Commercial Invoice integration” mean in the context of PluginHive’s support?

This phrase indicates that PluginHive’s technical team is actively investigating and working on resolving issues related to commercial invoices generated via the DHL API integration. It involves generating test orders, analyzing label and invoice data, collaborating with DHL’s technical team, and seeking to improve alignment between PluginHive-generated invoices and DHL’s invoice criteria. This process aims to ensure that commercial invoices include all necessary shipper information and meet DHL’s acceptance requirements.

What details do I need to provide PluginHive support to attempt manual DHL account setup?

Provide the following DHL API account credentials: – DHL Account Number – API Key (treated as Site ID) – API Secret (treated as Site Password) – Country of Origin PluginHive support will attempt to add your DHL account manually based on these details. Please ensure these credentials are for MyDHL API. If only test credentials are provided, the account will be set up as a test (sandbox) account, suitable for label testing but not live shipments. These FAQs encapsulate the core configuration, troubleshooting, and procedural steps required by users attempting to integrate DHL Express accounts with PluginHive via the MyDHL API.

What details are required for completing the DHL Express shipping configuration in PluginHive?

To complete the DHL Express shipping setup, gather the following information from your team: 1. IEC (Import Export Code) number 2. Bank AD (Authorized Dealer) code 3. GST (Goods and Services Tax) number Once you have these details, you can enter them into the DHL Express configuration section in PluginHive. After inputting the information, perform a test to confirm that the shipping rates are calculated accurately and that the configuration functions properly. If needed, consult the PluginHive support team for assistance during this verification.

What are the steps to troubleshoot label generation issues specifically with DHL Paket in PluginHive before the API was fixed?

When experiencing DHL Paket label generation failures in the PluginHive app before the API fix: 1. Recognize that this is caused by DHL Paket API failures on the carrier’s end. 2. Generate DHL labels externally outside of the app to avoid delays. 3. Wait for PluginHive updates confirming the API issue resolution and app enhancement. 4. Once the PluginHive app is updated with the new DHL REST API, follow the reprocessing steps to handle existing orders.

What are the key configuration steps to ensure DHL Express rates display correctly in PluginHive Multi Carrier Shipping app?

To ensure DHL Express shipping rates display correctly: 1. Verify that the DHL Express carrier is added and active in your PluginHive Multi Carrier Shipping app. 2. Ensure that the DHL Express production key is enabled (set to ON) in the app settings. 3. Check that all required API credentials and keys are correctly entered and valid. 4. Confirm that the shipping origin and destination details in your Shopify store are accurate and allowed by DHL Express. 5. Save settings and perform a test checkout to verify the rates appear as expected. 6. If issues persist, collaborate with PluginHive support by providing store access for in-depth troubleshooting.

What are the advantages of using DHL Express through the PluginHive Multi Carrier Shipping Label app?

Using DHL Express through the PluginHive app offers several advantages: 1. Process shipments with your own DHL Express account for full control and preferred rates. 2. Supports both normal and freight shipments with DHL Express. 3. Utilizes both weight and product dimensions for accurate packaging and shipping rate calculations. 4. Handles both domestic and international shipments efficiently. 5. Enables showing shipping rates directly at checkout to customers. 6. Allows generating shipping labels and printing required documents within the app. 7. Supports requesting DHL pickup services straight from the app. 8. Facilitates order fulfillment and provides real-time shipment tracking. 9. Centralizes management of your DHL shipments alongside other carriers if used. 10. Comes with a 14-day free trial to test its features for your business needs. Additionally, onboarding support via Zoom is available after installation for smooth setup.

What are the acceptable formats for German street addresses in the DHL Paket API integration, and how does the PluginHive app handle these?

The PluginHive app currently supports and correctly maps the following German address formats: 1. Numeric only (e.g., “103”) 2. Numeric with letter suffix (e.g., “12a”, “45b”, “103c”) 3. Numeric with slash (e.g., “12/1”, “45/2”, “103/3”) 4. Numeric with hyphen range (e.g., “12-16”, “45-49”, “103-105”) Addresses should be formatted so that the street name does not include the street number. The number should be passed separately in the streetNumber field. This ensures the DHL Paket API accepts the address. PluginHive is continuously working on enhancements to further improve address parsing and mapping based on DHL API limitations.

What actions should I take as a customer while PluginHive investigates commercial invoice discrepancies with DHL?

During the investigation period, you should: 1. Continue documenting any new shipments where commercial invoices display missing or incorrect information. 2. Keep records of discrepancies, including updated XML logs or invoice examples, and share these promptly if requested by PluginHive support. 3. Use DHL Express’s official website or mobile app to generate invoices for comparison and understanding of the expected invoice format. 4. Avoid making independent changes to shipment data fields without consulting PluginHive, to maintain consistency during troubleshooting. 5. Remain responsive to requests from PluginHive or DHL support teams for additional data or clarification to expedite issue resolution. These actions help maintain a thorough troubleshooting process and facilitate timely communication of progress.

What account information do I need from DHL Freight Sweden to set up the carrier integration in PluginHive?

For a successful setup of DHL Freight Sweden in PluginHive, you must have: 1. Your DHL Freight Sweden Account Number. 2. If your account supports Contract Rates, you will also need your DHL e-id and Password to enable production mode in the app. These credentials authenticate your account within the PluginHive Multi Carrier Shipping Label App and enable you to generate shipping labels and manage shipments. Without these details, integration cannot be completed.

The names of DHL services at checkout are confusing or generic. Can I rename them to better suit my storefront?

Yes, you can rename DHL shipping services displayed at checkout to more user-friendly labels by: 1. Navigating to **App > Settings > Shipping Rates > Rename Carrier Service**. 2. Selecting the carrier **DHL Express**. 3. Choosing the service you want to rename. 4. Entering your preferred name for the service. 5. Saving the changes. Keep in mind: the original service names are assigned by DHL via their API and cannot be altered; this renaming feature only changes how services appear to your customers during checkout.

Should DHL shipping labels generated from the PluginHive app automatically transfer to the DHL platform for DHL Freight Sweden shipments?

No, labels generated for DHL Freight Sweden shipments through the PluginHive app may not appear automatically on the DHL platform. However, this is expected behavior and should not cause any issues with using those labels. You can continue to use the labels generated directly from the app via the DHL Freight Sweden API without any problems. If you encounter specific difficulties with label usage, further troubleshooting can be provided.

Is volumetric weight shipping supported for both DHL and FedEx using the PluginHive Shopify app?

Yes, the PH Multi Carrier Shipping Label app supports volumetric weight for shipping with both DHL Express and FedEx carriers. This feature ensures that shipping rates and label generation account for package volume in addition to actual weight, aligned with carrier pricing standards.

Is upgrading from the Shopify Basic plan to the Grow plan sufficient to enable Carrier Calculated Shipping for automated DHL shipping rates?

The Grow plan generally supports the ‘Carrier Calculated Shipping’ feature required to show live carrier rates like DHL at checkout, which the Basic plan lacks. However, enabling this feature depends on Shopify’s policies and your specific store setup. It is best to confirm directly with Shopify support whether upgrading to the Grow plan will enable this feature for your store. PluginHive does not control this feature but can assist with using it once enabled. Please contact Shopify for detailed guidance on plan benefits and how to enable carrier-calculated rates at checkout.

Is there a way to set DHL shipping for multiple orders at once instead of selecting it manually for each order?

Currently, it is not possible to set DHL shipping for multiple orders simultaneously. You need to manually select the DHL Freight Sweden service point for each order individually to generate the label with the DHL Service Point (B2C) option. This process requires selecting the shipping service within each order manually.

Is there a way to configure the PluginHive app so that it only imports orders with Shopify shipping options containing the words “FedEx” and “Postnord,” while excluding others like Deutsche Post and DHL Express?

The app imports all Shopify orders that are in unfulfilled status automatically and does not support filtering orders on import based on shipping method. However, you can set up automation rules within the app to manage orders post-import: 1. Since your DHL and Deutsche Post shipping options have distinct names, you can create rules in the app that move orders with these shipping options automatically to the “Not To Ship” section. 2. For this to work efficiently, it is best to have consistent and common shipping option names across your shipping zones for FedEx and Postnord orders. This reduces the complexity of rule creation. 3. If a common shipping option name is not possible for FedEx or Postnord across zones, you can share the planned shipping option names so that tailored automation rules can be created. Note: Creating filtering rules for each unique shipping option is not recommended as it can lead to confusion and maintenance issues.

Is there a way to automatically select DHL service points in the app without manual selection?

No, currently the DHL Freight Sweden service point must be selected manually for each order. There is no setting or feature available to automate the selection of DHL service points within the app.

Is there a way to assign DHL Service Points for multiple orders more efficiently instead of selecting for each order individually?

At present, service points for DHL Freight Sweden must be assigned one order at a time. There is no bulk or batch editing feature to set service points for multiple orders sequentially or simultaneously. You need to: 1. Select each order individually. 2. Search and assign the specific service point. 3. Repeat for each order. There are no current workaround features within the app to speed up this process.

Is there a cost-effective workaround to show live DHL or UPS shipping rates if I only have the Shopify plan and not the Advanced Plan?

There is no direct workaround to enable live third-party carrier calculated shipping rates without accessing Shopify’s CCS feature. Since CCS is a feature controlled by Shopify and tied to specific plans, you must either upgrade to a plan that includes it (Advanced or Plus) or have Shopify enable it for your store via yearly billing on the Shopify Plan. Contact Shopify’s support with this requirement to check if CCS can be enabled on your current plan with yearly billing. Without CCS enabled, third-party apps like PluginHive cannot display live DHL or UPS rates at checkout.

Is it possible to select the DHL Freight Sweden Service Point at the Cart page during checkout?

No, the current PluginHive app does not support selecting the DHL Freight Sweden Service Point at the Cart page during checkout. However, you can select the Service Point for DHL Freight Sweden orders after they have been imported into the app for further processing.

Is it possible to display UPS and DHL Express shipping service names in multiple languages at checkout when using PluginHive?

PluginHive’s app currently supports displaying and updating shipping service names only in English. The app does not provide a built-in feature to translate or localize the names of UPS or DHL Express services shown at checkout. To enable multilingual shipping service names, you should: – Explore Shopify’s native checkout customization options or apps designed for multi-language support. – Consider using Shopify translation apps or scripts that can replace or localize shipping service text during checkout. – Review Shopify’s documentation or community resources for methods to localize shipping options based on the storefront language. PluginHive itself does not manage shipping option translations, so this must be handled within Shopify or through third-party localization tools.

Is it possible to create return labels for shipments with DHL Freight Sweden through PluginHive?

No, DHL Freight Sweden does not support return shipping labels within PluginHive. To generate return labels, you need to use a supported carrier that allows return shipments, such as UPS, FedEx, DHL Express, or PostNord. Ensure you have connected one of these carriers to your PluginHive account to create return labels successfully.

Is it possible to automatically generate shipping labels for a new carrier like Postnord in the app, matching the shipping method selected by customers at checkout? How can I ensure that orders choosing DHL or Postnord get the correct labels?

Yes, you can automate label creation for multiple carriers based on the shipping method selected in checkout. Follow these steps: 1. Confirm the exact names of your shipping options in Shopify (e.g., ‘DHL Service Point’ and ‘Postnord’). 2. In the app, create automation rules using the “Shipping Method” condition to match these exact names. For example: – If shipping method equals ‘DHL Service Point’, assign DHL as the carrier. – If shipping method equals ‘Postnord’, assign Postnord as the carrier. 3. Ensure the rule conditions exactly match the shipping method names customers select during checkout. 4. After setting up these rules, test by placing new orders with different shipping options to verify the correct labels are generated automatically. This approach allows the app to dynamically assign the correct carrier and generate the corresponding shipping labels based on customer selection.

Is it possible to allow customers to choose DHL pickup locations during checkout using the app?

The app integrates with certain DHL accounts, including DHL Express, DHL Paket, and DHL Freight Sweden, but it does not support displaying DHL pickup points at checkout for customer selection. Therefore, customers cannot choose DHL pickup locations through the app’s checkout process.

Is it possible to add DHL Service Point selection functionality to the cart page so customers can pick their preferred point during checkout?

No, currently the PluginHive app does not support adding DHL Service Point selection on the cart page for DHL Freight Sweden shipments. This feature is available only for PostNord shipments, where customers can select service points during cart or checkout. For DHL Freight Sweden, the Service Point must be set manually after order placement.

Is it necessary to standardize shipping option names for carriers like Deutsche Post, DHL Express, and Postnord in Shopify for easier automation rule creation in PluginHive, or is it only required for FedEx?

While the main focus is on FedEx due to multiple service levels, it is beneficial to standardize shipping option names for all carriers, including Deutsche Post, DHL Express, and Postnord, in Shopify. This standardization: 1. Simplifies the creation of automation rules within PluginHive by using consistent shipping option names. 2. Prevents confusion in filtering or moving orders to “Not To Ship” sections. 3. Helps maintain your fulfillment workflow clearly and consistently across all carriers and shipping zones. Therefore, applying this naming consistency to all carriers is recommended for smooth app operations and easier management.

Is it necessary to create a new DHL Developer Portal ticket for each new issue to maintain clarity?

Yes, DHL API support recommends opening a new ticket for each separate issue or request. This maintains transparency and clear tracking of individual issues without congestion in a single ticket. For ongoing or complex matters with multiple facets, separating issues into new tickets prevents confusion and allows expedited resolution. PluginHive support strives to follow this directive but may occasionally keep conversations in one thread if continuity is crucial. These FAQs provide actionable insights into DHL Paket shipping label issues, address formatting, API constraints, troubleshooting steps, and best practices for merchants using the PluginHive app integrated with DHL Paket services.

If live shipping rates do not increase with multiple items in the cart on DHL and FedEx using PluginHive Multicarrier, is there a way to fix this?

This behavior often results from how the packaging method is configured in the app rather than an issue with carriers. To address this: – Ensure you are using the “Quantity Based Packaging” method with correct max quantity settings. – Confirm product weights and dimensions are correctly entered in your store and PluginHive. – For multiple items, you may need to set max quantity per box so that additional boxes generate as items increase. – Unfortunately, deeper customization of packaging rules (e.g., combining multiple SKUs into one box dynamically) is not currently supported in the app. If you require tailored setup assistance, PluginHive support offers live sessions to help configure these settings correctly.

If I rename Deutsche Post and DHL Express shipping options in Shopify to specific standardized names, can PluginHive filter and exclude these orders from the main order view?

Yes. After renaming Deutsche Post and DHL Express shipping methods to standardized names in Shopify, PluginHive can use automation rules to move orders with those shipping options to the “Not To Ship” section. However, the filtering occurs only after orders are imported into PluginHive, as the app does not filter orders based on shipping options during import. You need to set up or update automation rules reflecting the updated shipping option names to ensure the correct orders are excluded or separated.

If I already have a DHL Express account, do I still need a separate DHL Developer account for the API integration?

No separate developer account is necessary beyond your existing DHL Express account. However, to integrate with PluginHive, you need to obtain specific API credentials (API Key/Site ID and API Secret/Site Password) from your DHL Express account. These credentials are typically provided by DHL upon request through your account representative or the DHL Support team. Once you have these, you can proceed with connecting your account to the PluginHive app.

I have set DHL services to “All” in the Rate Automation settings as previously instructed, but the available DHL shipping options still do not show correctly at checkout. Why?

Setting services to “All” under the automation rule primarily affects label generation, not the shipping options displayed at checkout. To fix this: 1. Ensure that under **App > Settings > Shipping Rates > Rate Automation**, the corresponding automation rule for DHL Express is also set to “All” services. This rule controls the shipping options visible to customers at checkout. 2. Update this rate automation rule to include all desired DHL services for display purposes. 3. Save the settings and verify the changes at checkout. By properly configuring the Rate Automation rule under Shipping Rates (not just under Automation for label generation), the correct DHL shipping options should appear for customers.

I have an additional shipping method called ‘Gratis Frakt DHL (Endast 1-3 arbetsdagar)’. Should I create a separate automation rule for this in the app?

Yes. If you want to generate shipping labels automatically for the ‘Gratis Frakt DHL (Endast 1-3 arbetsdagar)’ shipping method via the app, you need to create a separate automation rule for it. Ensure the shipping method name in the rule matches exactly as it appears in checkout. This rule will assign the appropriate carrier and enable label creation for orders using this free shipping DHL option.

I am getting an unauthorized access error when trying to set up a DHL Express account with the app. How can I resolve this?

An unauthorized access error typically means that the DHL account credentials or API details are missing, incorrect, or not properly authorized. To resolve this: 1. Obtain the necessary DHL shipping credentials by contacting the DHL team directly. Specifically, request the Production account credentials, which include: – Account Number – Site ID / API Key – Site Password 2. Ensure these credentials correspond to a Production (not test or sandbox) account to generate actual shipping labels. 3. Provide these credentials to the PluginHive app to add the DHL account successfully. If you continue facing issues, share the exact credentials with PluginHive support for assisted setup from their side. Without correct and authorized DHL API credentials, the app cannot connect to DHL services and will return unauthorized access errors.

How was the issue with DHL label failure for an international order resolved?

The issue was resolved by: 1. Investigating multiple errors found in the order details that were preventing the DHL label from being generated. 2. Correcting each error individually in the shipping order (such as address or shipment information). 3. Regenerating the DHL shipping label successfully after corrections. 4. Additionally, instructions on how to raise pickup requests within the PluginHive app were provided to facilitate order fulfillment.

How was the DHL Paket label generation issue resolved in the PluginHive app?

The PluginHive team enhanced the DHL Paket API integration by moving from the existing API to the new DHL Paket REST API. The resolution steps were: 1. Developed and tested the enhanced DHL Paket REST API integration within the app. 2. Released an app update including this new API integration. 3. Instructed the user to reprocess existing orders in the app to update their status and generate new labels by selecting the order, clicking More Options, and choosing Reprocess Orders. 4. Confirmed that new orders imported post-update should generate labels without difficulty. This resolved the DHL Paket label generation failures.

How to differentiate between DHL Paket International and Warenpost International services within PluginHive when both appear similarly?

Differentiation can be done by: 1. Checking the service codes or descriptions assigned to each carrier service within the app’s configuration, as these uniquely identify the service backend. 2. Using distinctive naming conventions in your app’s service setup (e.g., “DHL Paket Intl” vs. “Warenpost Intl”) if the app interface allows editing service labels. 3. Consulting PluginHive support to understand if the app supports custom labels or other metadata to distinguish services clearly on the customer-facing side. 4. Mapping specific shipping zones and manual rates explicitly to each service to avoid overlap or confusion in the selection process. 5. Reviewing your DHL account services to confirm which service corresponds to which shipping option in the app.

How should PluginHive customers address discrepancies between the DHL services listed in PluginHive and those reported by DHL Express Australia?

If discrepancies arise between the DHL services shown in PluginHive and those confirmed by DHL Express Australia, customers should: 1. Obtain the official DHL service list for their country or region from the DHL developers portal (https://developer.dhl.com/) or DHL regional contacts. 2. Compare the services available in PluginHive with the official DHL service list and note any missing or incorrect entries. 3. Contact PluginHive support with details including: – A summary of discrepancies – The official DHL service documentation link – Any communications from DHL expressing concerns about service accuracy 4. Request PluginHive to verify the integration environment and confirm whether it is connected to the correct DHL region/service agreement (e.g., DHL Australia vs. DHL USA). 5. Collaborate with PluginHive and DHL support teams to update service listings and resolve integration misalignments. Following these steps will help ensure PluginHive reflects the accurate DHL service catalog for the customer’s region.

How does the PluginHive app handle weight units, and how should product weights be set for accurate DHL rates?

The app uses the weight unit configured in your Shopify store (usually kilograms). Important points: – You must enter product weights in Shopify using the same weight unit that your store is set to (e.g., kg). – The app rounds the weight values to two decimal places for display, so 15 grams (0.015 kg) shows as 0.01 kg in the app UI but this rounding does not affect the backend rate calculations significantly. – If preferred, you can adjust your Shopify weight unit to grams instead, then enter weights accordingly. A tutorial video is available for guidance on changing weight units in Shopify. – Always confirm the product weights are set correctly to ensure DHL calculates the shipping cost accurately.

How does the packaging weight and dimensions affect DHL rate calculations in the PluginHive app?

Packaging weight and dimensions are critical inputs for DHL shipping rate calculations: 1. Product individual weights sum up to total shipment weight. 2. Packaging dimensions (length x width x height) influence dimensional weight pricing used by DHL. 3. Ensure packaging dimensions are set accurately in the app or Shopify products as applicable. 4. Incorrect or missing dimension data can lead to inaccurate DHL shipping rates being fetched. 5. Always validate both weight and dimension data before comparing DHL rates on the app and the DHL website.

How does PluginHive handle the onboarding process for shipping services like BlueDart and DHL after app subscription?

After subscribing to the PluginHive app, a designated support representative works closely with the customer to onboard them with integrated shipping services such as BlueDart and DHL. This involves configuring the shipping settings, helping set up the necessary accounts, and ensuring the shipping workflows are tailored to the customer’s needs. The onboarding can be scheduled or delayed as per the customer’s convenience, for example, starting after holiday seasons. The support executive also assists with any app-related queries during this phase to ensure smooth usage.

How does DHL Express integration work regarding test and production credentials in the PluginHive app?

The PluginHive Multi Carrier Shipping Label App supports DHL Express integration with both test and production credentials. To begin testing, customers must provide their DHL test credentials along with the DHL account number, API Key (Site ID), and API Secret (Site Password). Once test labels are successfully generated and verified, production credentials can be requested. PluginHive offers support including scheduling calls for guidance on the integration and label generation process.

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