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DHL Tracking, Delivery Issues & Exceptions – Multi Carrier Shipping Label App for Shopify FAQs

    Get help with DHL tracking updates, delivery exceptions, delays, and failed deliveries

Questions in this section:

Will the PluginHive app show live DHL Express shipping rates on my Shopify store checkout on the Basic Shopify plan?

The PluginHive app supports showing live DHL Express shipping rates at checkout; however, to enable this feature, your Shopify store must have Carrier Calculated Shipping enabled, which is not included in the Basic Shopify plan by default. You will need to: 1. Upgrade your Shopify plan to one that supports Carrier Calculated Shipping or 2. Contact Shopify support to request enabling the Carrier Calculated Shipping feature on your current plan. Until Carrier Calculated Shipping is enabled, the PluginHive app on the Basic plan can still provide other functionalities such as Shipping Label Generation and Printing, Order Pickup Requests, Order Fulfillment, and Tracking, but live rate calculation at checkout will not be available.

Why hasn’t DHL picked up my parcel yet after creating a real tracking label for order #15121, and how does the pickup synchronization work?

When you create a real tracking label and schedule a pickup with DHL through the app, the pickup is generally arranged for the next working day. In your case, although the label was created today, the DHL carrier is scheduled to collect the parcel on the next working day, which is tomorrow (29th May). The synchronization between the app and DHL’s API confirms the pickup request is successfully raised and scheduled. You should expect the DHL team to arrive at your warehouse on that day to pick up the package.

Why can’t I see our DHL shipments on the DHL Freight page, and how can I avoid missing deliveries?

Shipments sent via DHL through the app appear within the app’s Tracking Page. You may not see these orders on your DHL Freight external portal because the app manages the labels and tracking internally. To avoid missing any deliveries: – Regularly monitor the shipments’ status and tracking directly within the app’s Tracking Page. – Use the app’s notifications or tracking updates to stay informed on package statuses.

Why am I not seeing DHL shipping rates at checkout on my Shopify store after integrating with the PluginHive app?

When using Shopify apps like PluginHive to display live carrier rates at checkout, your Shopify store must have the ‘Carrier Calculated Shipping’ feature enabled. If this feature is not enabled, shipping rates from DHL or other carriers will not show up at checkout. You should contact Shopify support to request activation of the ‘Carrier Calculated Shipping’ feature on your store. Note that even without this feature, you can still use the PluginHive app to generate shipping labels, request pickups, and share tracking details. After the feature is enabled, test the checkout to verify that DHL rates display correctly. For additional assistance, PluginHive offers support via Zoom calls upon request.

Which DHL API should I select for integration to enable shipping rate calculations, label generation, and tracking updates?

You should select the “DHL Express – MyDHL API” for your integration. This API supports all essential functionalities including shipping rate calculations, label generation, and live tracking updates. Before proceeding, you may confirm with DHL Support that the MyDHL API is the correct choice for your account.

What should I do if my DHL API Key and Secret fail to authenticate in PluginHive?

If authentication fails after entering your API Key and Secret, first check whether you have registered for the correct MyDHL API that PluginHive supports. Credentials from other DHL APIs will not work. Confirm and, if necessary, register specifically for the MyDHL Express API, which enables access to rates, label generation, and tracking features. If you cannot find the MyDHL API in the DHL Developer Portal, contact your DHL Account Representative or DHL Support to help you obtain the correct API credentials. Once you have valid credentials, PluginHive support can assist you with the connection.

What is the difference between test mode and production mode when adding a DHL account in PluginHive?

When you add a DHL account to PluginHive, it is initially set up in test mode. In test mode: – The app uses shared credentials to simulate DHL account activity. – You can verify and confirm that the integration with your DHL account is functioning correctly. – No actual shipping labels or live shipments are processed. Once you are confident with test mode functionality, contact DHL to acquire Production credentials. Once updated inside PluginHive: – The account moves into production mode. – You can generate real shipping labels. – Live shipments and order tracking will work seamlessly. This two-phase setup helps reduce errors and verify integration before handling live shipments.

What functionalities does the PluginHive Multi Carrier Shipping Label app offer once USPS or DHL accounts are integrated?

After integrating USPS or DHL accounts, the app offers comprehensive shipping management features including: – Display of live shipping rates from USPS or DHL during your Shopify checkout, enabling customers to select preferred shipping options. – Generation of shipping labels automatically after orders are placed, which can be printed directly from the Shopify dashboard. – Printing of required shipping and customs documents depending on the carrier and destination. – Scheduling and requesting pickup services with USPS or DHL directly via the app, reducing manual coordination. – Order fulfillment status updates and shipment tracking so you and your customers can monitor delivery progress within Shopify.

What are the benefits of using the PluginHive DHL integration over the free DHL app available on Shopify?

The benefits of using PluginHive’s DHL integration instead of the free DHL Shopify app include: 1. Unified management of multiple carriers (e.g., PostNord, DHL, FedEx, UPS) in one app, avoiding the need to use separate apps for different carriers. 2. Support for both normal and freight shipments with DHL Express. 3. Advanced packaging options using both weight and product dimensions for precise rate calculations and label generation. 4. Ability to show live DHL shipping rates directly at your Shopify checkout. 5. Comprehensive order fulfillment workflow including label generation, document printing, pickup requests, and shipment tracking within the same platform. 6. Potential access to negotiated FedEx discounts (up to 85%) if using FedEx via PluginHive. Overall, the PluginHive app provides a more versatile and integrated solution for managing DHL alongside other carriers, enhancing multi-carrier shipping efficiency on Shopify.

The app mentions DHL India shipments are in beta mode. Does the DHL integration work for shipments from India?

The app itself supports DHL shipments based on the API credentials you provide. To ensure your DHL India account works correctly, you need to confirm the availability and status of API access with your DHL Account Representative or DHL support. Once you have valid credentials, you can add your account to the app and proceed with setup. If you need help, support can assist via a Zoom call after your account is connected.

Is the app compatible with DHL Freight as a carrier in Sweden, and can it generate shipping labels and show calculated rates for DHL Freight accounts?

Yes, the app supports integration with DHL Freight Sweden accounts. With this integration, you can display calculated shipping rates during checkout, generate shipping labels for orders, and share tracking details with customers using DHL Freight as the carrier.

Is it possible to use PluginHive to handle shipping with multiple carriers like DHL, UPS, and FedEx, print a QR code or barcode on the packing slip that can be scanned at the shipping station to print the label and archive the order?

Yes, PluginHive supports integration with 33+ shipping carriers, including DHL, UPS, and FedEx. The app allows you to: 1. Connect your carrier accounts to manage shipments from multiple providers. 2. Display calculated shipping rates during checkout. 3. Generate shipping labels in bulk. 4. Send live tracking updates to customers. Regarding barcodes or QR codes for scanning at the shipping station, the app provides barcode generation only through the “new touchless print” feature for label printing. This feature includes a barcode on the printed label that can be scanned to automate printing and order processing. To use this functionality: – First, add and connect your carrier accounts (e.g., DHL, UPS, FedEx) in the app. – Set up your label printing preferences and enable the touchless print feature. – Test the setup to confirm that scanning the barcode at the shipping station triggers label printing and order archiving as per your workflow. If you need help with app setup or customizing automation rules, PluginHive support offers personalized assistance through scheduled calls.

If we switch from the FedEx-specific PH Ship Rate & Track app to the PH Multi Carrier Shipping Label App, will we lose any FedEx features, and does the multi carrier app support DHL integration with negotiated rates?

Transitioning to the PH Multi Carrier Shipping Label App will not cause you to lose essential FedEx features. Specifically: 1. **FedEx Features:** The Multi Carrier app provides all core FedEx functionalities you currently use, including real-time rates, label generation, tracking, and multi-piece shipments. 2. **Multi Carrier Management:** Unlike the FedEx-only app, the Multi Carrier app allows you to connect multiple carriers (FedEx, UPS, DHL, USPS, and others) and compare their rates in real time before purchasing labels, offering greater flexibility and cost optimization. 3. **DHL Integration:** The Multi Carrier app fully supports DHL Express integration. You can connect your own DHL account within Shopify to access your negotiated DHL rates directly, which is ideal for businesses planning to start exporting. Overall, consolidating your shipping under the Multi Carrier app is recommended if you want to manage multiple carriers efficiently and prepare for international shipping.

How does ordering a pickup for DHL shipments work, and where can I check when the pickup is scheduled?

When you request a pickup for DHL shipments using the app: 1. The pickup is automatically scheduled for the next working day. 2. You can verify and track the scheduled pickup details in the app’s “Pickup” section. This ensures your packages are collected timely without needing further manual coordination.

How do I set up and configure my DHL account for automated shipping rates in the PluginHive app on my Shopify store?

To set up your DHL account for automated rates in the PluginHive app, first add your DHL Freight Sweden account within the app on your Shopify store. However, to display calculated shipping rates automatically at checkout via the app, your Shopify store must have the ‘Carrier Calculated Shipping’ feature enabled. This feature is required by Shopify to fetch live rates and is typically not available on the Basic Shopify plan. You will need to upgrade your Shopify plan to at least one that supports this feature (such as the ‘Grow’ plan) to access carrier-calculated rates at checkout. Once enabled, the PluginHive app can display DHL’s live shipping prices during checkout. If upgrading is not an option, you can still use the PluginHive app on the Basic plan to generate shipping labels, fulfill orders, and provide tracking details manually. For enabling ‘Carrier Calculated Shipping’, please contact Shopify support directly, as this capability is controlled by Shopify and not by the PluginHive app.

How can merchants temporarily work around missing company names on DHL labels until PluginHive’s update is fully live?

Until the feature to add company names on DHL labels is fully released and live, merchants can: – Add the company name within the “Person Name” field in the Shopify shipping address, or – Include the company name as part of the street address line, ensuring it passes through to the label. This makes sure the company name prints on the DHL label preventing delivery issues. Once PluginHive’s update rolls out, merchant should reprocess orders for the company name to appear correctly.

How can I set up the DHL carrier for international shipping using the PluginHive app?

To set up DHL for international shipping in the PluginHive app, you need to add your DHL Express account credentials within the app. This requires the following API credentials from DHL: Account Number, API Key, and API Secret. Once these details are entered, the app will enable functionalities such as showing DHL shipping rates at checkout, generating shipping labels, requesting pickups, and sharing tracking details. Make sure that the Shopify store has the Carrier Calculated Shipping feature enabled, as it is necessary for displaying live DHL rates during checkout. You can then test shipping rates by placing a test order. If you need assistance with this setup, PluginHive support can provide help via email or Zoom call.

How can I integrate DHL live shipping rates to show at checkout on my Shopify store using the PluginHive app?

To display DHL live shipping rates at checkout using the PluginHive app, your Shopify store must have the ‘Carrier Calculated Shipping’ feature enabled. This feature is not available on the Basic Shopify plan and requires upgrading your store to at least the ‘Shopify Plan’ with yearly billing. Once upgraded and the feature enabled by Shopify, the PluginHive app can fetch and display DHL live rates at checkout. Until then, on the Basic plan, the app can still be used for generating DHL shipping labels, requesting pickups, and sharing tracking details, but it cannot show live rates at checkout.

How can I connect my DHL Express account to PluginHive if the system requests a ‘Site ID’ which DHL no longer uses?

To connect your DHL Express account, you need to register for the MyDHL Express API via the DHL Developer Portal. Although PluginHive’s system requests a ‘Site ID’, you should use your API Key and API Secret from the DHL Developer Portal instead. Treat the API Key as the Site ID and the API Secret as the Site Password when configuring your PluginHive DHL account. If you encounter authentication issues, verify with DHL that your credentials are for MyDHL API (which supports rates, labels, and tracking). Additionally, contact your DHL Account Representative or local DHL office to confirm you have the correct API credentials. If problems persist, you may share your DHL API credentials (Account Number, API Key, API Secret, and Country) with PluginHive support to try adding the account manually.

Does the PluginHive Multi Carrier Shipping Label app support UPS and DHL carriers in France and Europe, or only in North America?

Yes, the PluginHive Multi Carrier Shipping Label app supports UPS and DHL Express carriers in France and across Europe, not just in North America. To use these carriers, you must have an active account with them and add your carrier account credentials into the app. This integration allows you to: 1. Display real-time shipping rates at checkout. 2. Generate shipping labels for your orders. 3. Request package pickups. 4. Manage order fulfillment and shipment tracking. The app offers a 14-day free trial period so you can test all features. After installation, you can schedule an onboarding session via Zoom for personalized assistance with setup and usage. For more detailed information, please visit the product page: https://www.pluginhive.com/shopify-multi-carrier-shipping-label-app/.

Does the PluginHive app allow generating live shipping rates from DHL or UPS without upgrading to Shopify’s Advanced or Plus plan?

The PluginHive app enables you to manage shipping efficiently, including showing calculated shipping rates at checkout, generating shipping labels, requesting pickups, fulfilling orders, and sharing tracking details. However, displaying live shipping rates from carriers like DHL or UPS at Shopify checkout requires Shopify’s ‘Carrier Calculated Shipping’ (CCS) feature. This feature is a Shopify-level setting tied to the store plan and cannot be bypassed or overridden by any app, including PluginHive. Typically, the CCS feature is included with the Shopify Advanced or Plus plans, but it may also be available on the Shopify Plan if you subscribe on a yearly billing basis. You should contact Shopify support directly to confirm eligibility for CCS on your current plan and explore options.

Does DHL offer an API integration with Shopify that supports setting up volumetric shipping, and how can I use it with Shopify?

Yes, DHL Express offers API integration with Shopify through the PH Multi Carrier Shipping Label app by PluginHive. This app connects your DHL account with your Shopify store via API, enabling you to display shipping rates at checkout, generate and print shipping labels, and track orders—all within a single app. To use it, you need an active DHL Express account with credentials such as Account Number, Site ID, and Site Password. The app provides a 14-day free trial for testing, and onboarding support is available post-installation. You can learn more and install the app via the product page: https://www.pluginhive.com/product/australia-post-shopify-shipping-app-rates-label-tracking/ and the Shopify app store link: https://apps.shopify.com/multi-carrier-shipping-label?show_store_picker=1.

Do I need the “advanced” Shopify plan to use PluginHive Shipping Label with DHL Express for generating labels and showing shipping rates at checkout?

You can generate shipping labels using the PluginHive app on any paid Shopify plan. However, to show live shipping rates at checkout, the Shopify store needs the Carrier Calculated Shipping feature enabled, which may require upgrading your Shopify plan. This feature allows the app to fetch real-time rates from DHL Express and other carriers. To use the PluginHive app, you must have a DHL Express account linked to the app. The app supports generating labels, requesting pickups, fulfilling, and tracking orders. It includes a 14-day free trial for testing. For detailed setup, refer to the product page and you can request an onboarding session via Zoom after installation for personalized assistance.

Can the PluginHive app for DHL be used on Basic Shopify plans? What functionalities are available?

On Basic Shopify plans, **Carrier Calculated Shipping (CCS)** is not available, so live DHL shipping rates cannot be shown at checkout using the PluginHive app. However, you can still use the app for these functions: – Generating shipping labels for DHL shipments. – Requesting pickups from DHL. – Sharing shipment tracking details with customers. To display DHL calculated shipping rates at checkout, you must upgrade your Shopify plan to one that supports CCS (Shopify Plan yearly billing or above).

Can I use FedEx, DHL Express, and other carrier accounts provided by PluginHive for international shipping, and can you provide the rate cards for these carriers?

PluginHive’s Multi Carrier Shipping Label App does not provide any carrier accounts directly. You need to create and add your own carrier accounts (e.g., FedEx, DHL Express) to the app. Once your accounts are linked, you can use the negotiated rates from those accounts to show shipping rates at checkout (if the Carrier Calculated Shipping feature is enabled), generate shipping labels, request pickups, and share tracking information. The app offers a 14-day free trial for testing these features with your own accounts. For the rate cards, you must contact the carriers (FedEx, DHL Express) directly as PluginHive does not provide them.

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Shopify Multi Carrier Shipping Label App