If you have an account with DHL, you can connect your account to Intuitive Shipping. Then, when you set up a carrier service shipping method and select DHL as the ‘parcel service’, you’ll have the option to use your discounted rates instead of their standard retail rates.

Account credentials are not required to use DHL as a carrier service with Intuitive Shipping.

You can create a carrier service shipping method for DHL without an account. You’ll have the opportunity to add account credentials directly from the shipping method later if desired.

Once your account credentials have been saved in Intuitive Shipping, your account will be used automatically each time you add the same carrier to a new shipping method.

Add DHL To Carrier Accounts List

1) Click Settings on the sidebar menu, then select Carrier accounts from the drop-down list.

2) Click Add carrier account.

3) Select DHL from the list of carriers.

4) Click the Configure account button.

Carrier Account Settings

1) Enter a carrier account Title, such as ‘DHL’.

Carrier account titles are not visible to customers.

2) Select the Status for your DHL account.

You have two (2) settings to choose from:

Active – when DHL is added to a carrier service shipping method, your account will be used when calculating live rates at checkout. This is the default setting.

Inactive – when DHL is added to a carrier service shipping method, your account will be ignored. Live rates will be calculated using DHL’s standard retail rates.

Carrier account Status is ignored if none of your carrier service shipping methods are using DHL. If you set up a shipping method with DHL later, the current Status setting will be applied immediately.

DHL Account

To complete this section, you’ll need your DHL Account number.

If you don’t yet have an account with DHL, skip ahead to Create A DHL Account. Or, if you have an account but don’t know your credentials, skip ahead to Retrieve DHL Account Credentials.

Return to this section once you have the required information.

1) Enter your DHL Account number.

2) Click the Save button to save your account settings.

Create A DHL Account

1) Open a new browser tab, then go to the DHL Express website.

2) Click Register to begin the account application process.

3) Click No in the Register for MyDHL+ section to apply for a new DHL Express account number.

4) Complete Your Details and Create Your Login.

5) Check the box beside I’d like to apply for a DHL account.

6) Complete the form as needed, then click the Register button.

7) After completing the application, make a note of the Account number

8) Return to Intuitive Shipping and begin at Step 1 of DHL Account.

Retrieve DHL Account Credentials

1) Open a new browser tab, then go to the MyDHL website.

2) Click on Customer Portal Logins, then sign in to your MyDHL+ account.

3) Find and make a note of the Account number.

4) Return to Intuitive Shipping and begin at Step 1 of DHL Account.

Restrictions

Each carrier has restrictions that may limit your shipping capabilities or prevent you from making certain shipments. Here are some restrictions to be aware of when using DHL.

• Originating address – Not all DHL services are available in every country. To see which services are available in your country, visit your regional DHL website or go here to select your country.
• Restrictions by country – each country you ship to may have its own trade and import restrictions. Not all DHL delivery services are available to all countries. To learn more about restrictions to specific countries, go here.

• Prohibited items – certain goods, including items considered to be illegal or dangerous, may not be shipped by DHL under any circumstances. To learn more about restricted items, go here.

• Controlled items – items such as tobacco and vaping products, plants and animals, and certain dangerous goods may be shipped if they meet certain criteria. Other items such as pharmaceuticals may be shipped by DHL under strict regulations in some areas and prohibited in others. To learn more about restricted items, go here.

• Packaging restrictions – some products can only be shipped if they comply with certain packaging standards. To learn more about DHL packaging requirements or for guidance on packaging your items, go here.

• International restrictions – customs and international laws may limit what you ship, how you ship it, and how it can be returned to you. You may also require additional information – e.g. Harmonization codes – documentation and fees to complete your shipment. To learn more about shipping internationally with DHL, go here.

• Size & weight restrictions – standard items can weigh up to 70 kg (154 lbs), and all sides (length, width and height) must not exceed 120 cm (47 inches). Surcharges will be applied to items that exceed 70 kg (154 lbs); individual palleted packages cannot exceed 300 kg (661 lbs) and the total shipment weight cannot exceed 3000 kg (6614 lbs). Palleted items cannot exceed a Length x Width of 120 cm (47 inches) or a height of 160 cm (63 inches). Certain delivery services may have size limitations. For more information, review DHL’s Packaging Advice.

For more information about DHL restrictions, please visit DHL or contact your local DHL representative.

Troubleshooting

In certain situations, live rates from DHL may not appear at checkout, or they might not be displayed as expected. You may be able to determine why rates aren’t being displayed correctly by reviewing the rate calculation Activity.

1) Click Activity on the main menu.

2) Select ‘Unsuccessful requests only‘ from the Filter by request status drop-down list. This will list only Activities where rates were not returned.

3) Click View beside any ‘unsuccessful’ Activity.

4) In the Details section, click View log beside Warnings and errors, if available.

Warnings & errors are not displayed as a result of missing information, such as missing customer address information – or an invalid request – e.g. Visibility is turned off, Carrier-calculated Rates are not enabled.

5) Review the warnings for DHL delivery services.

Here are some of the more common reasons why your DHL live rates may not be appearing at checkout.

Setup & Test Mode

While you are in Setup & Test mode, live rates will only appear at checkout when the customer name contains ‘Intuitive’, even when the Scenario status is set to ‘Everyone’. To make your rates available to customers, you will need to activate your account and begin your 14-Day FREE Trial.

Learn how to activate your account.

Scenario Status

If DHL rates are not appearing, it may be because the Scenario Status is set to either Off (not visible to anyone) or Test (only visible when the customer name contains ‘Intuitive’).

Learn how to adjust Scenario Status.

Shipping Method Status

If DHL rates are not appearing, it may be because a shipping method’s Visibility is set to either Off (not visible to anyone) or Test (only visible when the customer name contains ‘Intuitive’).

Learn how to adjust shipping method Visibility.

Carrier-calculated Rates

Shopify’s third-party carrier-calculated shipping rates feature must be enabled on your Shopify account in order to use any third-party shipping rate calculator app, including Intuitive Shipping.

Learn about Carrier-calculated shipping rates.

Account Credentials

Double-check to make sure that have entered the correct Account number and that there are no spaces or extra/ missing characters.

Packages

Rates may not appear if suitable package sizes are not available in a carrier service shipping method. For example, when the appropriate package size is either missing completely or is set to Inactive status, the next largest size package will be used. If the larger package exceeds DHL’s size limitations, a rate will not be generated.

When no suitable package is available, Intuitive Shipping will attempt to create a custom package using the dimensions of the product(s) in the cart. Similarly, if the custom package exceeds DHL’s size limitations, a rate will not be generated.

Check to make sure that the packages in your DHL shipping method are suitable for products you’re shipping with DHL and that they do not exceed the size limitations.

Delivery Services

Some DHL delivery services may not be available due to restrictions, such as shipment size & weight or the customer’s address. If some delivery service rates are being generated, but others are not – or, if rates from another carrier rate shipping method (e.g. FedEx) are being generated, but rates from DHL are not – it is most likely due to service restrictions.

Be sure to check that the selected services are compatible with the shipping address. For example, if the customer address is international and only domestic services have been selected, rates will not be displayed.

If some rates were returned at checkout, but others were not, check for Notifications related to DHL.

Product Dimensions & SmartBoxing™

If you are packaging with SmartBoxing™, all products must have dimensions assigned to them in Intuitive Shipping. Product dimensions determine how the SmartBoxing™ system will package the order. When product dimensions are missing, the packing process cannot be completed. Package information cannot be sent to DHL and the calculation fails.

Syncing

While you’re in Setup & Test Mode, any changes you make to your products need to be manually synced in your General Settings. Once you have activated your account, changes to your products are synced automatically with Intuitive Shipping. However, if you make several changes to products at one time, it is possible that the auto-sync was not completed properly. When product information critical to the calculation is missing, the process fails, and package information cannot be sent to DHL.

If you’re using the SmartBoxing™ packing algorithm, product dimensions are required. Be sure to add dimensions to any new products recently synced with Intuitive Shipping.

Cost Adjustments

If rates are returning but appear to be either too high or too low, cost adjustments may have been applied to the shipping method in the Optional Settings section. Check the Cost adjustment section of your DHL shipping method’s Optional Settings.

Contact Us

If DHL rates are not being displayed as expected and you are unable to resolve the issue, please contact us. We’re here to help!

This guide will show you how to link Canada Post to Intuitive Shipping. To learn how to link other carriers, go here. We’ll also provide some information on restrictions and troubleshooting with Canada Post. If you can’t find what you’re looking for, please reach out to Canada Post directly for more information, as they are best equipped to handle specific inquiries about their services.

How It Works

There are two (2) ways to add carrier accounts to Intuitive Shipping. The first is to link your credentials to your Carrier accounts settings. The second is to add your credentials directly from a parcel service shipping method.

You can connect Canada Post to your Intuitive Shipping Carrier account settings if you have an account. Then, when you set up a parcel service shipping method and select Canada Post as the ‘parcel service’, you’ll have the option to use rates from your account.

You can also add a carrier while you’re setting up a parcel service shipping method. When you add Canada Post during the shipping method setup, your account credentials are automatically saved to your Carrier accounts settings for future use in other parcel service shipping methods.

Account credentials are not required to use Canada Post as a parcel service with Intuitive Shipping.

If you don’t have an account with Canada Post, you can still use them as a parcel service.

This guide will show you how to add Canada Post to your Carrier accounts settings.

Learn about adding carriers to shipping methods and using parcel services without account credentials.

If you already have a Canada Post account, skip ahead to Add Canada Post To Carrier Account Settings. Otherwise, continue to the next section.

Create A Canada Post Account

1) Open a new browser tab, then go to the Canada Post Developer Program website.

2) Click the Join NOW button to begin the account application process.

3) Click the Sign up button.

4) Click the Create business profile button.

5) Finish creating your business profile by signing up with an existing customer number or creating a new one. Make a note of your customer number, as it is required for connecting your account.

6) On the Welcome page, make a note of the Key Number that appears in the Production section of the API Keys table. The Key Number contains your username and password.

7) Return to Intuitive Shipping.

Add Canada Post To Carrier Accounts Settings

1) Click Settings on the sidebar menu, then select Carrier accounts from the drop-down list.

2) Click Add carrier account.

3) Click the downward arrow beside Parcel services.

4) Select Canada Post from the drop-down list.

5) Click the Configure account button.

Carrier Account Settings

1) Enter a carrier account title, such as ‘Canada Post’.

Carrier account titles are not visible to customers.

2) Select the status for your Canada Post account.

You have two (2) settings to choose from:

Off – when you set up a parcel service shipping method with Canada Post, your account credentials will be ignored, even when your account is selected. The system will fall back to standard retail rates.

On – when you set up a parcel service shipping method with Canada Post, your account credentials will be used to calculate shipping costs when your account is selected. This is the default setting.

Carrier account status is ignored if you have ‘Standard retail rates’ selected in the shipping method.

Carrier account status is ignored when there are no parcel service shipping methods using the carrier. If you set up a shipping method with Canada Post in the future, the current status setting will be applied immediately.

Canada Post Account

To complete this section, you’ll need your Canada Post Key Number – which contains both your username and password – along with your Account number.

Your Contract Number is optional.

The Key Number contains two parts, separated by a : character. The first part is your Username and the second part is your Password. When completing Step 1, be sure the : colon is not included in either field, as this will result in an authentication error.

If you don’t know your credentials, skip ahead to Retrieve Canada Post Account Credentials.

Return to this section once you have the required information.

1) Enter your Canada Post Username and Password, obtained from your Key number.

2) Enter your Account number (Customer number) and, if needed, your Contract number.

3) Click the Save button to save your account settings.

If you anticipate a high volume of orders, we recommend contacting Canada Post to request an API rate limit increase.

The Canada Post API provides quotes for up to 20 shipping rates per minute. If your increase request is approved, your account will be able to retrieve up to 400 shipping rates per minute.

Retrieve Canada Post Account Credentials

1) Open a new browser tab, then go to the Canada Post Developer Program website.

2) Click the Sign in button.

3) Enter your Username and Password, then click the Sign in button.

If you don’t remember your Username or Password, use the ‘Forgot’ links provided.

3) Find and make a note of your Customer Number (account number), key number and contract number.

4) Return to Intuitive Shipping and begin at Step 1 of Canada Post Account.

Carrier Restrictions

Each carrier has restrictions that may limit your shipping capabilities or prevent you from making certain shipments. Here are some restrictions to be aware of when using Canada Post.

• Originating address – to use Canada Post, the shipment must originate within Canada.

• Restrictions by country – each country you ship to may have its own trade and import restrictions. Not all Canada Post delivery services are available to all countries. To learn more about restrictions to specific countries, go here.

• Prohibited items – certain goods, including items considered to be illegal, may not be shipped by Canada Post under any circumstances. To learn more about prohibited items, go here.

• Controlled items – items such as tobacco and vaping products, plants and animals, and dangerous goods may be shipped if they meet certain criteria. Other items such as cannabis and pharmaceuticals may be shipped by Canada Post under strict regulations in some areas and prohibited in others. To learn more about controlled items, go here.

• Packaging restrictions – some products can only be shipped if they comply with certain packaging standards. To learn more about Canada Post’s packaging requirements for odd items, go here.

• International restrictions – customs requirements may limit what you ship, how you ship it, and how it can be returned to Canada. You may also require additional documentation and fees to complete your shipment. To learn more about meeting customs requirements, go here.

• Size & weight restrictions – all parcels and documents shipped by Canada Post must not exceed a length of 2 meters (6.5 feet), a length plus girth of 3 meters (9.8 feet), or 30 kg (66 lbs). Parcels exceeding the limits may be subject to additional fees and may be shipped only at the discretion of Canada Post. For more information about Canada Post size and weight restrictions, go here. Individual delivery services may have size limitations; for example, Small Packet services are limited to 2 kg (4.4 lbs).

For more information about Canada Post restrictions, please contact Canada Post.

Troubleshooting

In certain situations, live rates from Canada Post may not appear at checkout, or they might not be displayed as expected. You may be able to determine why rates aren’t being displayed correctly by reviewing the rate calculation Activity.

1) Click Activity on the main menu.

2) Select ‘Unsuccessful requests only‘ from the Filter by request status drop-down list. This will list only Activities where rates were not returned.

3) Click View beside any ‘unsuccessful’ Activity.

4) In the Details section, click View log beside Warnings and errors, if available.

Warnings & errors are not displayed as a result of missing customer information or an invalid request.

That means warnings and errors won’t be available if a customer did not include part of their address, or if you set the status of a Scenario or shipping method to Off, or if you haven’t yet enabled Shopify’s carrier-calculated shipping rates feature. Errors typically display when a package – or the entire shipment – exceeds carrier limits, when product weights (or dimensions, if applicable) are missing, or when the selected carrier services are not available at the customer’s address.

5) Review the warnings and errors for Canada Post delivery services.

Here are some of the more common reasons why your Canada Post live rates may not be appearing at checkout.

Setup & Test Mode

While you are in Setup & Test mode, live rates will only appear when you use ‘Intuitive’ as either the customer’s first or last name at checkout, even when the Scenario status is set to ‘On’. To make your rates available to customers, you will need to select a billing plan to activate your account and begin your free trial.

Learn how to activate your account.

Scenario Status

If Canada Post rates are not appearing, it may be because the Scenario status is set to either Off (not visible to anyone) or Test (only visible when the customer name contains ‘Intuitive’).

Learn how to adjust Scenario Status.

Shipping Method Status

If Canada Post rates are not appearing, it may be because a shipping method’s status is set to either Off (not visible to anyone) or Test (only visible when the customer name contains ‘Intuitive’).

Learn how to adjust shipping method Visibility.

Carrier-calculated Shipping Rates

Shopify’s third-party carrier-calculated shipping rates feature must be enabled on your Shopify account in order to use any third-party shipping rate calculator app, including Intuitive Shipping.

Learn about Carrier-calculated shipping rates.

Account Credentials

Double-check to make sure that have entered the correct Username, Password, and Customer (account) number, and that there are no spaces or extra/ missing characters.

Packages

Rates may not appear if suitable package sizes are not available in a carrier service shipping method. For example, when the appropriate package size is either missing completely, or the status is set to Off, the next largest package size will be used. If the larger package exceeds Canada Post’s size limitations, a rate will not be generated.

When no suitable package is available, Intuitive Shipping will attempt to create a custom package using the dimensions of the product(s) in the cart. Similarly, if the custom package exceeds Canada Post’s size limitations, a rate will not be generated.

Check to make sure that the packages in your Canada Post Shipping Method are suitable for products you’re shipping with Canada Post and that they do not exceed the size limitations.

Delivery Services

Some Canada Post delivery services may not be available due to restrictions, such as shipment size and weight or the customer’s address. If some delivery service rates are being generated, but others are not – or, if rates from another parcel service shipping method are being generated, but rates from Canada Post are not – it is most likely due to service restrictions.

Be sure to check that the selected services are compatible with the shipping address. For example, if the customer’s address is in the US, and only domestic ‘Within Canada’ services have been selected in the shipping method, rates will not be displayed.

If some rates were returned at checkout, but others were not, check for warnings and errors related to Canada Post.

Product Dimensions & SmartBoxing™

If you are using the SmartBoxing™ algorithm for packing, all products must have dimensions assigned to them in Intuitive Shipping. Product dimensions determine how the SmartBoxing™ system will package the order. When product dimensions are missing, the packing process cannot be completed. Package information cannot be sent to Canada Post, and the calculation fails.

Learn about adding physical attributes to products.

Syncing

While you’re in Setup & Test Mode, any changes you make to your products need to be manually synced in your General Settings. Once you have activated your account, changes to your products are synced automatically with Intuitive Shipping. However, if you make several changes to products at one time, it is possible that the auto-sync was not completed properly. When product information critical to the calculation is missing, the process fails, and package information cannot be sent to Canada Post.

If you’re using the SmartBoxing™ packing algorithm, product dimensions are required. Be sure to add dimensions to any new products recently synced with Intuitive Shipping.

Cost Adjustments

If rates are returning but appear to be either too high or too low, cost adjustments may have been applied to the shipping method in the Optional Settings section. Check the Cost adjustment section of your Canada Post shipping method’s Optional Settings.

Contact Us

If Canada Post rates are not being displayed as expected and you are unable to resolve the issue, please contact us. We’re here to help!

Not sure which version you’re using? Find out here.

The Activity Dashboard is your starting point each time you return to the Intuitive Shipping app. Here you’ll find a list of recent shipping cost calculations that have been returned by Intuitive Shipping, displayed as Activities.

Intuitive Shipping will also display important reminders about the status of your account at the top of the Activity Dashboard.

Recent Activity

Each time Intuitive Shipping calculates shipping rates, a ‘transaction’ is generated and recorded as an Activity on the Dashboard.

Activities from the past 14 days will be displayed in descending order, with the most recent activity appearing at the top. Each Activity listing will display the customer’s name and city along with the date and time the Activity occurred.

If there are no Activities displayed, Intuitive Shipping has not returned any shipping rates within the past 14 days.

1) To search for specific Activities, type a customer’s name or a Transaction ID into the search bar at the top of the Recent Activity list. See below for more details about Transaction IDs.

2) To review specific details about a recent shipping rate calculation, click View beside any recent Activity.

Each detailed View is broken into four (4) sections:

Shopping cart

This section contains:

• The quantity and name of each product in the cart.
• Each product’s individual dimensions and weight (if available).
• Product image (if available).

Shipping

This section contains:

• The title of each shipping method returned by Intuitive Shipping.
• The shipping method ID number.
• The cost calculated by the shipping method.
• A ‘View Packages’ link (if packages were used to calculate live rates).

Shipping To

This section contains:

• The customer’s name and complete shipping address.
• A Google Maps reference for the customer’s address.

Details

This section contains:

• The Transaction ID – this unique ID number is assigned to every transaction recorded by Intuitive Shipping, and can be used as a reference number when requesting support for a specific rate calculation error or discrepancy.
• Date created – this is the time stamp on the transaction.
• Source – this is the origin of the shipping calculation. There are two (2) sources: ‘checkout’ – the checkout page on your Shopify store – and ‘draft order’ – when you create a draft order in Shopify and select a shipping method from Intuitive Shipping.
• Calculation time – this is the amount of time it took Intuitive Shipping to calculate the shipping rate and present it to your customer. Calculation times can be affected by the number of items in the cart, the number of Scenarios and Shipping Methods you have, the number of delivery types and package sizes in each Shipping Method, and, where applicable, the response time from integrated partners and live rate carriers.

Additional Details and Functions

View activity screens also provide links to additional details about the calculation.

Shipping Method ID

The numerical Shipping Method ID is displayed below the Shipping Method title. When you click on the ID number, it will take you directly to the Shipping Method that was used to calculate the shipping rate. This can be useful when you are unsure why the rate was returned by Intuitive Shipping.

You will see the Shipping Method title, and the Shipping Zone it resides in displayed at the top of the page.

Clicking on Shipping Scenario in the ‘breadcrumb trail’ at the top of the page will take you back another step to the Scenario that the Shipping Method belongs to.

View Packages

If you’re using live rates, click on View packages to see details about the packages that were used for the rate calculation.

Each package used in the live rate calculation is listed, along with the dimensions and total weight of each package.

Weights are a combination of product weight and, if applicable, the empty weight of the package saved in the Shipping Method.

View Larger Map

Each View activity page includes a Google Maps reference based on the customer’s exact shipping address. Click on View larger map to see the full Google Maps page.

Clicking on View larger map will open a new browser tab on the Google Maps website.

Back to Activity List

When you’re finished reviewing activity details, you can return to the Activity Dashboard by clicking the Back to activity list button at the bottom right of the View activity page.

Delete

If there are Recent Activities that you no longer want on the list, and you don’t want to wait 14 days for them to expire automatically, you can manually delete any activity by clicking the Delete button at the bottom left of the View activity page.

Deleting an activity is permanent and cannot be undone.

Deleting activities is useful when you want to do some ‘housekeeping’ and de-clutter your Activity list, such as when you’ve run test calculations that are no longer required.

Unknown Customer Information

If an Activity is listed with an ‘Unknown’ customer name and is missing the full address, it means our system could not retrieve the customer’s information when the rate was calculated.

The ‘Unknown’ customer listing may be due to one of a few different reasons.

Shipping Estimators

If you’re using a Shipping Estimator on either the product page or the cart page, the Estimator will pull rates from our system based on the product or the contents already added to the cart. At this stage, the customer has, at most, probably only entered their postal code or zip code.

Quick Pay Services

Quick Pay services, such as Apple Pay and Shop Pay, may not pass certain customer information to Intuitive Shipping at checkout. This may include the customer’s name. To learn more about how Quick Pay services interact with Intuitive Shipping, and some of the risks involved, check out the Settings section on our FAQ page.

Custom Checkout

If your theme uses a custom checkout page, it may not allow all of the customers’ information to pass to Intuitive Shipping at checkout.

Cart Lookup Failed

If you’re not using a Shipping Estimator or any Quick Pay Services, you don’t have a Custom Checkout, and an ‘Unknown’ customer is listed in Activities, it may be the result of an unexpected technical issue where the cart lookup simply failed. This is typically a one-off issue that resolves itself.

If you’re seeing frequent ‘Unknown’ customer transactions on your Activity Dashboard, please contact us so we can investigate.

Reminders

Important reminders and warnings about your account may occasionally be displayed at the top of the Activity dashboard page. These banners may include:

Intuitive Shipping Is Currently In Testing Mode

The Testing Mode reminder is displayed after you install the app. It remains on the Dashboard until you have activated your 14-Day FREE Trial. Intuitive Shipping is completely free to use in Testing Mode and does not count towards your free trial period. To use Intuitive Shipping with customers in a live setting, you will need to activate your free trial.

14 Day Free Trial

The Free Trial reminder is displayed after you have selected a billing plan and activated your 14-day free trial. It displays the date your free trial is set to expire and will stop displaying once regular billing begins. Transitioning from your free trial to regular billing is seamless. There is no disruption to your service, and there are no additional steps required at the end of the trial period.

Third-Party Calculated Shipping Rates

The Third-Party Shiping Rates alert is displayed when Shopify’s Third-Party Carrier-Calculated Rates feature has not yet been enabled on your Shopify account. Shopify requires the Carrier-Calculated Rates feature to be enabled when using any third-party rate calculator, including Intuitive Shipping.

Google API Key Required

The Google API alert is displayed if you add a distance-based Condition to any of your Scenarios without having a Google API key linked to your Intuitive Shipping account. Intuitive Shipping calculates distance using Google Directions and Geocoding APIs. If you are setting up distance-based rates, you will need to create a Google API Key and add it to your Intuitive Shipping Settings.

Intuitive Shipping Is Currently Off

The Off status reminder is displayed when you are actively using Intuitive Shipping, and you have your General Visibility set to Off. That means customers can’t see any rates generated by Intuitive Shipping at checkout. To resolve this, you’ll need to go to the Settings page and turn General Visibility to On.