Using your own DHL Germany contract

How do I enable my DHL Germany contract in the interface?

1. Login into the Seller Interface (Link here)
2. Click Shipping profiles in side menu (Main menu)

3. Click Return shipping contracts in top menu (Tabs)

   

4. Click Add Returns Shipping contract

   

5. Fill in the form with DHL credentials, Shipping and Billing Information

ℹ️ Important information

• DHL credentials must be system user username and password. If you don’t have a system account, you must create one using this guide.

• Billing number must be for an outbound (export) account in order to activate the returns (import) account.

  How to find my billing number?
  Click Vertragsdaten in the drop-down menu in the top right corner

  

   

• Receiver ID must be configured for all markets (except SE) on DHL Business Customer Portal in order to enable automatic label generation

  How to find my receiver IDs?

1. Click Paket & Waren in the menu
2. Click Einstellungen under Retoure

3. Scroll down to Empfänger- und Länderübersicht to see the Absenderland and Receiver ID.

Markets not included when submitting the form might be activated manually at a later stage

Returns address linked to Receiver ID on DHL Business Customer Portal will override any returns address provided to refurbed, so make sure all returns addresses are up to date in DHL Business Customer Portal.

In case of wrong returns address on DHL Business Customer Portal, supplier will bear any extra cost.

4. Click Add Shipping Contract

5. You will receive a confirmation through the interface alerts system.

6. You will be able to expand the carrier (by clicking in the arrow) to check the state per country.

Additional information

Contract data and fields additional information.

The following credentials can be obtained by requesting an account and shipping contract at the website of DHL. For additional information you need to ask your DHL-sales-consultant.

User

DHL Business Customer Portal Username (Systemuser)
The username of the systemuser in the DHL Business Customer Portal (geschaeftskunden.dhl.de). If you don't have a systemuser yet, please configure it in the DHL Business Customer Portal using this guide..

Password

DHL Business Customer Portal Password (Systemuser)
The password of the systemuser in the DHL Business Customer Portal (geschaeftskunden.dhl.de).

Enable DHL address

Enable DHL address validation (Optional)
Enable strict DHL address validation. This is a feature that DHL offers so that you do not have to pay relabelling fees in the case the recipient's address is invalid.

Shipper Reference

Shipper Reference (Optional)

Based on the shipper reference, DHL retrieves your logo to be printed on the label. You can create/find the reference in the DHL Business Customer Portal > Parcel & Products > Shipping > Address book > Sender.

Billing number information

Billing number type

You can find the billing numbers information in the DHL Business Customer Portal. On the top right, click on your personal name -> contract data. If you do not see any contract data, please contact DHL Sales.

Billing number
You can find the billing numbers in the DHL Business Customer Portal. On the top right, click on your personal name -> contract data. If you do not see any contract data, please contact DHL Sales.

Countries information

Countries (Receiver ID)

Germany Receiver ID is a required field. Additionally, It is required to enter at least one country + Receiver ID for international returns.

In order to be able to receive return from different countries, please retrieve the country Receiver ID for each country. This information can be found in the DHL business customer portal

• I am using my DHL contract for returns. Who will manage the claims with the carrier if a package is lost or damaged?

  Only you can submit a claim with DHL since you are the contract owner, which means that submission and settlement of claims will be as per your usual procedure.

• Are returns covered by insurance?

  Insurance will not be added to the returns shipment, liability will be as per your DHL Germany contract.

• What should I do if my DHL Germany credentials are expired or invalid?

  If your DHL Germany credentials are expired or invalid, return label generation may fail.

  How to identify this:

  • You will see a notification in the Seller Interface indicating that your credentials need to be updated:

  

  

  • When trying to create a return label (e.g. via Zendesk), you may see an error
  • You may also receive an email notification if label creation fails

  How to fix it:

  You can update your credentials directly in the Seller Interface:

  👉 Shipping profiles → Return shipping contracts

  Click on “Update credentials” and enter your DHL Business Customer Portal username and password.

  

  

  Important:

  • Once updated, it may take a short moment for the system to process the new credentials
  • Label generation will resume automatically after the update

  If the issue persists after updating your credentials, please contact shipping@refurbed.com