FAQ Customer Service Express

DHL makes a commitment to serve his customers, anticipating their needs by providing at any time the highest level of service and liability.

FAQ DHL Intraship

Why use DHL IntraShip ?

Simpler, More Accurate Shipment Preparation;

  • Let's you import address and shipment details from your business systems, reducing data-entry errors
  • One shipping tool and process reduces complexity and training for new hires
  • Better account management and control;
  • Your preferred express services can be configured and special rates made available for all users
  • Daily shipment manifest transmitted to DHL electronically at pre-scheduled times that suit your production line or mailroom
  • Improved visibility and control across your business;
  • Emails are automatically generated and sent
  • Advanced tracking and reporting features with exception reports so you can take the right action immediately

What do I need to start shipping ?

  • A DHL Express account number
  • Each shipper must have a computer with online access and an eMail account
  • A laser or label printer

FAQ DHL E-billing

What is e-Billing ?

DHL E-Invoicing System that has been designed to allow you to view your invoices on-line. You may also download them in a variety of electronic formats so that they may be imported in to your accounting package.

The site is secured using the latest technologies. It uses PKI (Public Key Infrastructure) techniques, which allow the use of digital certificates, giving you instant access to your latest DHL invoices. Any PC connected to the Internet is able to access up to 12 months worth of electronic invoices.

All accounts are protected by passwords, and DHL will verify your identity before giving you access to your invoices. This added measure ensures the confidentiality of your transactional information.

Is e-Billing Secure ?

Yes. e-Billing is more secure than many traditional methods of sending and receiving accounting documents. We use a combination of digital signatures and powerful encryption technologies to protect all invoice data.

Is it VAT compliant ?

Yes. Our system complies with relevant EU and Swiss VAT legislation.

Will it work with my finance system ?

Yes. Our e-Billing system can integrate with all major accounting packages and can easily integrate with any ERP solutions or bespoke system.

Is there a charge ?

No, there is no charge for receiving e-invoices from DHL.

How do I know if the invoice originates from DHL ?

The invoice in PDF has an electronic signature. That qualified electronic signature guarantees through its technology that this invoice is issued by DHL.

How do I process an e-invoice ?

Save the invoice in PDF electronically. The advanced electronic signature proves this is the original invoice from DHL. Then you can: 1. Pay the invoice as you do today for your paper invoices. 2. Download the invoice in CSV or XML or Oracle to upload it into your finance system. 3. Download the invoice in CSV format, open it in Excel to work with the data.

For how long will my invoices be on-line ?

DHL will offer a 12 month on-line history. On-line history will start with the first invoice you received electronically. There will be no on-line history for invoices you received on paper.

Can I update my company details online ?

For the time being any change to your official company data has to be done via customer services or your sales rep. You can change your language preference for e-Billing and your password on-line (see the My Profile tab). You can also add additional users to one account (see the My Profile tab) or you can add multiple accounts to one user (you have to register each account and assign the same email address to it).

Do I have to install specific software to be able to receive these invoices ?

No. You do not require any specific software or hardware to receive invoices electronically from DHL.
You do need to ensure that your staff dealing with the invoices has access to the internet. You must also ensure that your spam/junk filter will not block emails from the following address (es):

This solution has been designed to work with Internet Explorer 6.0 and up and Adobe version 7.

I supply services from Belgium, my company is registered in Germany, I have to send the invoice to a Spanish address, do I have to comply with Belgian, Spanish or German law for e-Billing ?

All e-invoices must comply with VAT rules stipulated in the place of supply, which means that an e-invoice generated for goods sent out from an office in Belgium, must comply with Belgian law, even if your company is registered in Germany and the goods were sent to Spain. As a result, a company needs to be fully conversant with legislation in all the countries they supply from.

What is EIPP ?

Electronic Invoice Presentment and Payment (EIPP) is a system where invoices, credit notes and other financial documents are presented to customers electronically via the Internet.

Can I query my invoices online ?

To register an enquiry against your invoices(s) please complete the following actions:

  • Click on the invoice number in question
  • Click on the 'Query' button in the top right of the screen
  • Complete the information within the query details screen followed by the 'Save' button

For a more detailed explanation please refer to the user guide.

What is an electronic invoice ?

In the EU and Switzerland the law requires an advanced electronic signature (AES) to make the invoice legally compliant. An AES is a kind of electronic authentication attached to the data to be signed. It is uniquely signed to signatory (=DHL) and capable of identifying it. It is created using means that the signatory (=DHL) is able to maintain under his control; it is linked to the data in such a way that any change to the data is detectable. It is visual in the PDF invoice.

What is the meaning of the different invoice statuses ?

SENDING = your invoice has been processed and is currently being transmitted to you
FAILED TO SEND = the transmission of your invoice encountered a problem and could not be delivered to you
SENT = your invoice has been successfully transmitted

How do I validate the digital signature on the PDF invoice ?

Clich here to download a document explaining how to validate the digital signature on the PDF invoice.

FAQ Proview

Why do I need my DHL Express account numbers before I register for DHL ProView ?

DHL ProView monitors shipments in the DHL Express network by account numbers. For ProView to manage your shipments, you need to enter the account numbers you want to monitor and receive notifications for in ProView.

Why do I need a PIN for each account I want to add in DHL ProView ?

This is to ensure we provide a flexible yet secure tool for our customers. Once you have received PIN for your account numbers, you can set up as many DHL ProView users as your company needs. This way, the PIN ensures that only you can register your account numbers with DHL ProView.

I didn’t register when I first received my PIN, and now my PIN isn’t working. What is wrong ?

PINs will remain valid for only six months for inactivated accounts. If you have not activated your account in ProView within that time, you will need to request a new PIN.

Can I also monitor my Import Express shipments with ProView ?

Yes! DHL ProView is a great way to monitor shipments for your DHL Import Express account number. ProView works with your IMP account and provides additional and early visibility to shipment moving.

FAQ Tracking

If I do not have my tracking number, is it still possible to track my shipment ?

Yes, under certain conditions. We strongly advise you to make a record of your tracking number however, if you have the shipper's reference number, you can use our online Shipper’s Reference Tracking service.

When I attempted to track my DHL shipment, I received an invalid waybill error message. Why ?

There could be various reasons. The DHL Express Waybill for Time Definite shipments is normally a 10 digit numeric number (e.g. 1234567890, 2345678901), so please recheck the number and try again.

When I track my international DHL Express shipments, why do I sometimes get information for a shipment that is not going to the intended destination ?

DHL periodically recycles shipment waybill numbers for operational reasons. Occasionally this results in information being in our systems at the same time for two shipments traveling under the same waybill number. DHL is working hard to eliminate these occurrences however, in the meantime, please be assured that while this information may be confusing, your physical shipment will be heading to its correct destination and be receiving the same careful attention as every other shipment in our network.

I have tracked a shipment and been told to contact DHL. Why is this ?

This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.

The tracking results are showing that my shipment is going to a different town or city than it was initially addressed to. Why is this ?

The Pickup and Delivery destinations shown on the DHL Express tracking results are based on the destination of the Service Station location providing that pickup and delivery. Please be assured that your shipment is being delivered to the destination provided by you when you completed the waybill for your shipment(s).

As an account customer with DHL, is there a Tracking solution I can use to receive an overview of all shipments on my account ?

Yes, DHL ProView is a web-based shipment visibility and event notification tool specifically designed to improve tracking for DHL Express account holders.

The tracking results I receive sometimes state “Sign up for notifications for this shipment.” What does that mean ?

For shipments that have not yet been delivered, you can sign up for email or SMS/Text message notifications to receive delivery status updates. This saves you time – you don’t have to go online again to track your shipment.