Help – Service Support
Frequently Asked Questions
All your DHL supplies including stickers, thermal labels for your EasyShip
system, packaging products, and pre-printed waybills can be ordered online.
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Find the specific items you require in the large list of supplies.
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Beside each supply is a box you can put in the amount of the specific item you
want.
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This section contains all the stickers DHL offers for all the Express services,
such as DHL Express 9:00, DHL Express 10:30, etc., Saturday Express, Dangerous
Goods, and more.
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This section contains rolls of labels for your EasyShip system, or labelopes
for putting WebShip labels in.
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This section contains the different pre-printed waybills we offer.
One Type of Waybill per Order
You can only request one type of waybill per order. If you need to order more
than one type, you will need to create a separate order.
Entering the Waybill Details
If you are ordering pre-printed waybills, you will be taken to an extra screen
after you press the "Submit" button. In this screen, you will be asked to
supply the information to appear on the Ship From and Ship To section of the
waybill.
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This section contains our packaging products such as envelopes and packs.
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Press the "Review and Submit" button.
This will bring you to the confirmation page.
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Confirm the order. If you need to edit any information, click on the edit link
beside the section you wish to change. This will bring you back to the previous
screen where you can make your changes.
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By default, DHL will assume you will want the supplies delivered to the
location you have entered in the “Ship From” section of your Webship Profile.
If you want to send the supplies to a different location, you will have to
uncheck the “Use Ship To address from my profile” box. When you submit the
order, you will be asked to fill out the “Ship to” address.
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If you have ordered pre-printed waybills, as part of the finalization process,
you will be asked to fill in the Shipper and Receiver details. This information
will show up on the waybills, so make sure you enter in the information
correctly.
Adding Service Type and Payment Mode
You can set certain defaults on your preprints. The two options you can set are
service type and payment method. For the service type you can choose between
the following services:
- Domestic Services:
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DHL Domestic Express 9:00
DHL Domestic Express 18:00
DHL Ground - US Services:
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DHL Express 10:30
DHL Express Worldwide
DHL International Ground - International Services:
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DHL Express 9:00
DHL Express 12:00
DHL Express Worldwide.
For the payment type, you can choose between Pre-paid, Collect or Blank.
Shipper (From)
Fill in all the shipper details. The account number you supply here will be the
number that shows up on the waybill and will be the number that will get
charged to when shipping pre-paid.
Receiver (To)
Fill in all the receiver details. The account number you supply here will be
the number that shows up on the waybill in the collect section of the pre-print
if you choose collect as a payment type.
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If you have chosen to send the supplies to a different location than the Ship
From address in your Web Profile, you must enter in the "Ship To" information
here. Keep in mind that fields with a yellow bar beside them are mandatory
fields.
Press "Review and Confirm" This will bring you to the "Ship To" Confirmation
screen.
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From this screen ensure that all the information in the order list, on the
pre-printed waybills, and in the "Ship To" section are all correct. If you need
to make any changes, click the "Edit" link in the sections that require
changing.
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If you want to be emailed with the details of this order plus the confirmation
number, put a check mark in the "Please send me a notification email about this
order" box.
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If all the information is correct, press the "Ship Supplies" button.
This will bring you to the confirmation page which will have your order number.
Write this order number down for future purposes.
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e-Billing is an electronic version of your weekly bill. It is comma-delimited
file that breaks all the shipment information down into columns and rows. It is
made for easy manipulation in an Excel spreadsheet.
You need to set up an account number and a password to use e-Billing.
To do this, please call 1-800-CALL-DHL (1-800-225-5345).
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The files are named by the date they are created. The files are created every
Friday, the day of the week that DHL’s billing cycle ends.
For example, a file that was created on December the 22nd in 2006 would be
named 20061222.txt. The first four digits is the year, the next two is the
month and the last two is the day.
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Click on the file you wish to download. Either double click the file, or right
click the file and choose "Save as". You will be prompted to save the file on
your computer.
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To convert the text file into an excel spreadsheet, you will have to do the
following.
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Open up Excel.
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From the “File” menu choose “Open”.
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In the “Files of type:” drop down menu found at the button of the browsing
window, choose “All Files (*.*)”.
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Browse to the e-billing file. And click “Open”.
The Text Import Wizard will appear.
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In the Text Import Wizard first step choose Delimited and click “Next”
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In the second step, put a check mark in the box next to “Comma”.
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Click on Finish.
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This will open the file into a spreadsheet format.
Next you will have to resave this file in the proper excel spreadsheet format.
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From the “File” menu choose “Save as”.
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In the “Save as type:” drop down menu, choose Excel Workbook (*.xls).
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Browse to the folder you wish to save this file, and press Save.
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e-Returns is a way for you to schedule a shipment to be picked up anywhere in
Canada and have it delivered to anywhere else in Canada. Ideally, it is used to
bring packages back that have been sent to an incorrect address or that aren’t
wanted at their current location.
Filling out an e-Returns request is a simple procedure. It’s very similar to
creating a domestic shipment, except here you have the added task of choosing a
pickup location as well as add the date and time the package will be ready.
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All the fields in this section are mandatory.
First and Last Name
Enter in your first and last name.
Email
You must enter an email address. When you submit this e-Returns request, an
email will be sent to this address confirming the request has been processed.
Return Authorization #
Much like the reference number in a normal shipment, this field is an open
field. In other words, you can fill in anything you like. For example, you
could put in "returnformarkatsales21" or "5554445451."
This number is used to identify this particular e-Returns. It is also used for
tracking purposes. So it is important to use some sort of identifier you will
recognize later and to store this number for your records.
When tracking an e-Returns using this number, keep in mind that "Return
Authorization Number" must be selected from the drop down menu.
It is a mandatory field, so even if you do not want to use it, you will still
have to put something in it.
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This is the final destination of the package. Normally you would put your own
address in here, but it is not a must. You can send this package to anyone in
Canada.
Please keep in mind, we don’t send any shipments to a P.O Box address.
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This is the location that currently has the package which you wish DHL to pick
up.
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In this section, you choose the service type (DHL Express 9:00 etc..) and Value
Added Services such as Saturday Delivery, Residential, or Dangerous Goods. (See
Ship a Package for more information.)
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Fill in the number of pieces to pickup, the measurement system (imperial or
metric), and then fill in the package details including the weight and
dimensions.
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Put in the Date and Time the shipment will be ready for pickup. DHL will pick up
the packages on the date requested and the time entered.
Please note the earliest DHL can pick up a package is the day after your
request if submitted after 5pm.
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Press "Review and Submit". Before the request is sent, DHL gives you the
opportunity to check and ensure the information you have entered is correct. In
the review screen, if you see that there are some changes to be made, click on
any of the "edit" links. These will bring you back to the previous page where
you can make necessary changes.
If you are satisfied with the information you have supplied, press the "Submit"
button.
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DHL will also send you an email to the address you supplied in the Requestor
section. It will have all the e-Returns details including the Return
Authorization #.
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DHL will keep a history of the last few e-Returns you have created.
The e-Returns History List
All your past e-Returns requests are listed by Authorization Number.
Viewing the Details of a Previous e-Returns
Click on the Authorization Number to bring up the details of that particular
e-Returns.
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DHL will make an attempt to pick up the package. If the driver cannot pick up
the package, you will have to reschedule the pickup.
Enter the e-Returns Waybill Number
You must enter in the e-Returns Waybill Number.
This will have been emailed to you when you first created the e-Returns.
Then press "Find."
Confirm the Information
You will be brought to a screen where you can verify the pickup information and
packaging information.
Re-Enter Shipment Ready Details
Re-enter the date the package should be picked up, and the earliest time the
driver should appear.
Press "Reschedule e-Returns."
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You can track packages in three ways. You can track using the Waybill Number,
the Reference Number, or the Return Authorization Number.
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Put the waybill number or numbers in the Waybill Numbers box. You can put up to
twenty five different waybill numbers. Separate each waybill with a comma.
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Press the "Track by Waybill Number" button.
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This will bring you to the Shipment Results Page.
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Put the reference number in the "Reference Number" box.
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Press the "Track by Reference Number" button.
Reference Number List
Because the reference number is user defined, there will be many cases where
reference numbers will duplicate. When you track by reference number, because
of the possibility of duplication, WebShip will give you a list of all the
shipments using that particular reference number to choose from. It will list
the reference number, the ship from and the ship to company names.
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Choose the shipment that is yours.
This will bring you to the Shipment Results Page.
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Put the Return Authorization Number in the “Return Authorization Number” text
field. (The Return Authorization Number is a number created when making an
E-returns. See E-returns for more information.)
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Press the “Track by Reference Number” button.
Reference Number List
Because the return authorization number is user defined, there will be many
cases where numbers will duplicate. When you track by return authorization
number, because of the possibility of duplication, Webship will give you a list
of all the shipments using that particular return authorization number to
choose from. It will list the return authorization number, the ship from and
the ship to company names.
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Choose the shipment that is yours.
This will bring you to the Shipment Results Page.
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Listed here are the scans of each package associated with that waybill,
reference or return authorization number. For example, if you have a shipment
of three pieces, and you search for this shipment by its reference number, all
the pieces will show up, each having a list of scans.
DHL lists the time, date and location for each scan.
DHL also lists the Proof of Delivery (POD) with each package.
When you click this link, you will be given the shipment details including the
ship to and ship from information as well as the signature of the person who
received the shipment.
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From the rate screen, you can either use the Rate Calculator to calculate a
rate for any shipments; you can download the Points of Service listing, which
gives a listing of all the points in the world we ship to; or you can download
Tariff Rates for any particular province.
Below is the list of the sections you have to fill out with a brief description
of each.
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If you are not logged in to your Web Profile, the Rate Calculator will only
give you Tariff rates.
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Put in the postal code of the pickup location.
Usually it will be the same as the Ship From postal code in your Web Profile.
However, if you are calculating the cost of an e-Returns, the postal code
should be of the location the package is going to be picked up from.
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Fill in the information of the delivery address. For Canada, you need the
province and the postal code. For US, you need the city, state, and zip code.
For international destinations, you will need the country and the postal code.
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Because DHL rates by the weight and not the piece amount, you only have to
enter in the entire weight of the shipment.
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If you only have the dimensions of the package, or you think the weight
calculated by the dimensions is going to be greater than the real weight, yet
you don’t have the means to figure this weight out, you can use the Weight
Calculator DHL supplies.
Package Type
Choose the either Box or Tube from the drop down menu.
Service
The dimensional weight is calculated differently with each service. Select from
the following services:
- Domestic Services:
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DHL Domestic Express 9:00
DHL Domestic Express 18:00
DHL Ground - US Services:
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DHL Express 10:30
DHL Express Worldwide
DHL International Ground - International Services:
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DHL Express 9:00
DHL Express 12:00
DHL Express Worldwide.
Unit of Measure
Choose Imperial (pounds and inches) or Metric (kilograms and centimeters.)
Dimensions
- For Boxes:
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If you chose Box from the Package Type drop down menu, you will need to put in
the length, width, and height of the package.
- For Tubes:
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If you chose Tube from the drop down menu, you will need to put in the diameter
of the tube.
Press the "Set" button to bring the information back to the rate calculator
page.
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Cubing is a process that all courier and transportation companies use to ensure
that rates charged for light and bulky shipments are adequate enough to cover
the cost of the space it occupies on our planes and vehicles. Your shipment
will be priced according to whichever is heavier – the actual weight or the
cubic weight of the shipment.
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Calculate the volume of the package by multiplying, in inches, the length by
the width by the height.
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Divide the volume by 1,728 (1 cubic foot).
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Multiply this answer by the cubic factor of 4.5 to determine the cubic weight.
(A standard "cubic factor" is used by DHL Express to best represent the weight
of each cubic foot of space).
- Domestic Cubic Weight Formula:
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(length x width x height) ÷ 1,728 x 15 = cubic weight in pounds
- Formula used
for calculating cubic weight using the example shown:
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30" x 17" x 12" = 6,120
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6,120 ÷ 1,728 = 3.54
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3.54 x 15 = 53.1 lbs.
53.1 lbs. = cubic weight in pounds
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Calculate the volume of the package by multiplying, in centimeters, the length
by the width by the height.
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Divide the volume by 27,000 (1 metric cubic foot).
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Multiply this answer by the cubic factor of 15 to determine the cubic weight.
(DHL Express uses a standard "cubic factor" to best represent the weight of
each cubic foot of space).
- International Cubic Weight Formula:
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(length x width x height) ÷ 27,000 x 4.5 = cubic weight in kilograms
- Formula
used for calculating cubic weight using the example shown:
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75 cm x 43 cm x 30 cm = 96,750
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96,750 ÷ 27,000 = 3.583
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3.583 x 4.5 = 16.124 Kg.
16.1 Kg. = cubic weight in kilograms
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Service Type
The dimensional weight is calculated differently with each service. Select from
the following services:
- Domestic Services:
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DHL Domestic Express 9:00
DHL Domestic Express 18:00
DHL Ground - US Services:
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DHL Express 10:30
DHL Express Worldwide
DHL International Ground - International Services:
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DHL Express 9:00
DHL Express 12:00
DHL Express Worldwide.
Value Added Services
Select any of the extra services you wish to apply to the shipment.
Value of the Package
If you want to protect the package, put the package amount in this field.
WebShip will calculate the cost of protection based on the amount you enter
here.
e-Returns
If you are doing an e-Returns rate inquiry, make sure this is checked. DHL
charges a small fee for this service.
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When you press "Display Rate", an extra window will pop up with the rate
information.
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If you need to find the nearest branch, you can use the Drop-off Locator.
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Click on one of the provinces.
This will take you to a list of all the drop-off locations and branches in that
province.
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