REGISTER IN THE CUSTOMER AREA AND START MANAGING YOUR SUBMISSIONS SIMPLY AND EFFECTIVELY

Frequently asked questions

• For new users who want to register, which invoice should you enter?

  To begin using the Customer Area, you must register with the email and your account number. The registration allows you to enter the account in two ways:

  a) Enter 8 digits of the account and the city field will be auto populated

  b) Enter up to 6 digits of the account and choose the city you belong to

• I entered the account number but I want to change it and the field is locked.

  Cancel the session by clicking on the three-way button on the top right of the screen and then start the registration process again, entering the account you want.

• When you register, a notice has been shown to inform you that an account administrator already exists. What does it mean ?

  A user associated with this account already exists and as an account administrator, you must approve your registration request. Once this request is approved, the registration confirmation email will be sent and inform you which permissions have been given by the administrator.

• The account locked up because the user was wrong, how can I retrieve it?

  After 10 attempts to login to the wrong user/password the account is locked. An email will be sent to unlock the account again.

• I did not receive the confirmation email.

  There are several reasons, if none of the above you should contact DHL eCommerce.

  • The email may have been in the spam folder
  • The administrator may not have approved your request
  • Invalid email address
• It does not allow the password to change through the link in the email.

  The link in the email for the password change is only valid for one hour. If you have passed that deadline you should request a new password.

• When I log in I do not see my data in the account.

  Depending on the volume of account data, the system takes some time to upload / update your data. It is advisable to wait 30 minutes and try again.

• I cannot delete a user.

  Users can only be deleted by the adminstrator. If you wish to delete or change an administrator user you should contact DHL eCommerce.

• I see the accounts but I can’t add any.

  Only the administrator can add accounts to the same ID.

• Can I email my custom reports?

  Yes, using the export or share buttons you can get a custom report of fields and filters from the different tabs in the Customer Area: Shipping Tracking / Shipment Management / Collections.

• What activity period can I view?

  The default period is 7 days, but up to 180 days of records can be consulted.

• Can I only track shipments that were made online?

  No. You can track all shipments, Domestic or International and Arrivals, of all accounts associated with the user.

• Why do we only see 17 characters in the reference field?

  Although only 17 characters are shown in the listing, it is possible to search for references up to 35 characters.

• Can you manage the penalties of expiditions that have already been delivered?

  No. Only shipments of shipments that have not yet been delivered can be managed. These shipments are easily identifiable with the specific one in both Shipment Tracking and Shipment Detail. You can also check them on the tab Shipping Management.

• Can I check for other users of the account to see the incidences?

  Yes. In the Customer Area you can check the type of solution given to your shipments from your account as well as those that may have been transmitted by DHL eCommerce.

• Can I manage international shipping incidents?

  You can only manage shipments from shipments to Iberia and all those that are international arrivals. For the rest, please contact DHL eCommerce for resolution of the incidence.

• Can I request collections from my home?

  If you do not have a fixed pickup or require additional pickup, you can always place the pickup request. Shipments must be properly packaged and tagged, ready for pickup.

• Can I collect to collect at an address other than my?

  This service is only available for product DHL Parcel Europlus. You can request a return to your usual address or to a different one.

• Can I request international collections?

  Service only available for collections in Spain, no pickup requests are allowed for other countries through the Customer Area.

• Can the collection be done on the same day?

  Yes, if the pickup request is made within schedule for same day collections of the relevant postal code. Otherwise, it will be done the next business day.

• Can I request pickup for one hour?

  No. DHL eCommerce needs a range of hours to pick up, whether tomorrow or afternoon.

• Is there a weight limit or dimensions for collection?

  Yes. There are weight limitations and measurements by pickup postcode. If the commodity exceeds these limits, a warning message will appear at the time the pickup request is made.

• Can I download proof of delivery?

  Yes, you can download proof of delivery with shipping detail with up to 10 search evidence.

• When is proof of delivery available?

  Proof of delivery is available from 24 to 48 after the delivery date.

• The shipment has been delivered but there is no proof of delivery available.

  It is possible that after the estimated time we have not yet had an image of the available proof of delivery. If this is the case, a message will appear when searching for this proof.