Frequently Asked Questions : FAQs
DHL Interactive is a suite of on-line tools developed to fit your transportation needs. With one click, the program selects the best products for your shipment from the entire range of the former Danzas organisation. You can find a selection of regular Interactive queries here.
DHL Interactive FAQ
Q. How do I register at DHL Interactive?
A. Go to our 
DHL Interactive web page. Use the 'Access DHL Interactive' link to enter DHL Interactive. Select your preferred language, then select Registration from the left hand menu. You will be guided through a 5-step process.
The request will generate a message to your local Helpdesk and they will set up your company for DHL Interactive. Your password will be sent out separately. If you have any queries, please call your regular contact.
DHL Interactive web page. Use the 'Access DHL Interactive' link to enter DHL Interactive. Select your preferred language, then select Registration from the left hand menu. You will be guided through a 5-step process.The request will generate a message to your local Helpdesk and they will set up your company for DHL Interactive. Your password will be sent out separately. If you have any queries, please call your regular contact.
Q. Are bookings placed via the Internet processed 24 hours a day, 7 days a week?
A. The booking service allows you to register bookings 24 hours a day, 7 days a week. Pick-ups are done locally during standard work hours. The deadline for bookings to be picked up on the same day is defined in the system.
Q. What are the system requirements for running DHL Interactive?
A. You will need internet access and at least a Pentium processor. You will also need Java support in your browser. Your browser will need to be Netscape version 4.7 or higher, or Internet Explorer version 4.1 or higher.
To make bookings, you will need a laser printer or a label printer. If you wish to use a laser printer to print labels, you will need A4 label sheets.
To make bookings, you will need a laser printer or a label printer. If you wish to use a laser printer to print labels, you will need A4 label sheets.
Q. Can I change my password?
A. Yes. The password can be changed in 'User Settings'.
Q. What if I forget my password?
A. You can select 'Forgotten your password?' from the login page. This will generate an e-mail with a password hint. You can also contact your company administrator or local DHL Helpdesk to reset your password.
Q. What do I do if I encounter incorrect login credentials?
A. First check how you have typed the user id, company and password. The fields are case sensitive, so ensure you do not have 'Caps Lock' on.
Q. What if I have problems logging in to DHL Interactive?
A. Please check to see whether your browser is set up to accept cookies and that it has java support. This is required to run DHL Interactive.
Q. Can I customise DHL Interactive?
A. The portal is highly flexible and can be set up to fit different customer needs. Your company administrator can create different profiles within the company. Each profile can have different views and values tied to it. The users can customise default values for services and also customise the DHL Interactive start page.
Q. Can I select different languages?
A. Yes. The portal is multilingual. Go to 'User Settings' and select the preferred language.
Q. What products are supported by DHL Interactive?
A. DHL Interactive supports DHL Danzas Air & Ocean products. The only DHL Express and DHL Freight products supported are those from the former Danzas - Eurapid and Euroconnect - as well as products already supported in France, Germany and the Nordics.
Eurapid and Euroconnect - as well as products already supported in France, Germany and the Nordics.
Q. Is the transit time guaranteed?
A. No. Transit times presented in DHL Interactive are not guaranteed. Each product has sets of restrictions and limitations, so please read them carefully.
Q. Does the service count weekends and holidays?
A. Yes. The service also calculates weekends and major holidays.
Q. What if I can't find my postcode/zipcode?
A. DHL Interactive contains thousands of postcodes. However, if you can't find your postcode/zipcode please contact DHL to obtain a transit time.
Q. What if I can't find a matching product for my search?
A. If you can't find a suitable product in the Timetable service, this does not mean DHL can't forward your goods to the selected destination. Please contact DHL for more assistance.
Q. In what currency will I receive a quote?
A. Automated quotes will be given in local currency.
Q. What if I do not have a customer contract for the selected product?
A. You will need to contact your local DHL office so that they can set up an agreement for you. Where no contract exists, certain products will display gross prices.
Q. If I use the Quote service for Air & Ocean freight products, when can I expect an answer to my request?
A. E-mail quote requests are handled locally and the response time is defined locally. Contact your local DHL office for specific information.
Q. What do I do in the event of a timeout while in the process of making a booking?
A. If the timeout occurs in the middle of a registration, the registration is lost. The registration needs to be saved by the user.
Q. How do I change or delete a booking order once it has been sent?
A. Since this is an automated service, you will need to contact DHL to stop a booking. You will be charged for pick-ups carried out at your location.
Q. How many addresses can I store on the system?
A. Addresses need to be entered in the booking and there is no limit at this stage. All bookings are automatically transferred to DHL backend systems and processed.
Q. Do I receive confirmation of a pick-up request?
A. Your local DHL office will confirm the pick-up via e-mail. However, you may also select a regular pick-up - in this case, no pick-up request is sent to the terminal.
Q. What do the different statuses mean in the Track status facility?
A. This is slightly different for different products. Shipments are constantly updated with new status information dependent on the shipment location. Please contact DHL for more information related to your specific products.
Q. If I call or fax in a change in relation to the 'Track' service, wilI I see the change reflected in shipment status?
A. When the shipment data is updated, this will be reflected in track & trace and reporting.
Q. When using the Report service, can I export reports to external databases such as Excel?
A. The reporter has an advanced export tool allowing you to export your reports with different file formats. These reports can also be e-mailed to selected recipients.
Q. Can I create my own reports?
A. Yes. There are standard reports and ones you can create yourself.
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