Support & FAQ

Practical help for setting up DHL Shipping and resolving common shipment, label, and tracking issues.

Set up the app

  1. In My DHL Parcel, open Settings > API Keys and create a key.
  2. Open DHL settings and complete DHL account: enter the API user ID, API key, and account number, then verify the connection.
  3. Review Sender. Available Shopify shop and company details are prefilled, but confirm that the contact and address are correct.
  4. Finish Label defaults. You can still change the parcel type, weight, and options for each shipment.

After setup, use the Connection, Sender, Returns, Label defaults, Shipping profiles, and Shipping rules tabs to make changes. Available products, delivery options, and prices are determined by your DHL contract.

Connection problems

If the DHL connection check fails, confirm that the user ID, API key, and account number belong to the same My DHL Parcel account and remove accidental spaces. Saved API keys are shown masked: leave the key field blank to keep the saved key, or enter the full new key to replace it. Contact DHL if valid credentials or a contracted product are still rejected.

Shipments and synchronization

Why is a shipment missing?

On first setup, the app imports Shopify’s standard recent 60-day order window. Larger imports can take a few minutes. If a recent shipment is still missing, open Shipments, select Sync recent shipments, and complete any Shopify reconnect prompt.

How do I import older shipments?

On the Shipments page, use Import historical shipments and choose Date range or All available history. The app imports the underlying Shopify orders. Older order data and recipient details depend on Shopify approving additional access for the app. If the page reports missing access, contact REQUR; after access is enabled, reconnect Shopify and retry.

The Shipments page shows import progress and processed counts. Retrying a failed import continues from its last completed page, and existing shipment records are updated rather than duplicated.

What updates automatically?

New, changed, and cancelled Shopify orders appear automatically as shipments. A label that has already been issued stays available; later address or order changes do not replace it, so review the recipient, weight, and options before creating a label.

Labels and returns

Each shipment can have one outbound label and one return label. In DHL settings > Returns, choose the sender address as the return destination or configure a distinct address, plus optional return-specific DHL defaults. Outbound shipping profiles and method rules do not apply to return labels.

If a label request was interrupted, use the visible retry action; the app checks for an existing DHL label before requesting another one. After an outbound label is created, the app sends its tracking details to Shopify. If Shopify remains marked Pending, the DHL label is still usable. Open the shipment and select Sync Shopify.

Tracking

Active shipments are checked about every 30 minutes. Open a shipment and select Refresh for the latest available DHL status, or select the tracking number to view it at DHL. New scans can take time to appear.

Shopify permissions

The app needs permission to read orders and update Shopify fulfillment and tracking details. Older order history and recipient details need additional Shopify approval for the app. If Shopify asks you to reconnect, a store owner or user allowed to manage apps should complete the prompt. Reconnecting does not remove existing DHL labels.

How do I disconnect?

Uninstall the app in Shopify. New processing stops, and stored data is handled as described in the Privacy Policy.

Contact and escalation

Contact DHL for account credentials, contract products, or rates. For app setup, missing shipments, label recovery, Shopify updates, or tracking display, email info@requr.nl.

Include your shop domain, Shopify order number, the time of the issue, and the message shown. Never send an API key or customer address by email. If a label result is unclear, first check My DHL Parcel for an existing label or tracking number and include that information.