OPTIMIZATION OF DHL PARCEL TRACK & TRACE 

INFORMATION FOR BUSINESS CUSTOMERS & PARTNERS

In the summer of 2023, Deutsche Post DHL implemented improvements to the DHL parcel tracking & tracing system in order to meet high security and data protection standards long term.

Tracking information can include the tracking history and current shipment status (e.g., "out for delivery") as well as personal data (e.g., names and addresses of the sender and recipient).

However, it may be impossible to display complete or even partial personal data in shipment tracking information. This may occur, for example, if a shipment cannot be clearly assigned.

In most cases it is sufficient to enter the recipient's postal code to display the data. This is already the standard procedure in public shipment tracking. In some cases, further information might be required in addition to the postal code in order to display the data.

For systems used by business customers and partners, this means it might be necessary to include or enter a recipient's postal code.

On this page, business customers and parcel partners can find information and options for action.

Content

Background

Impacted systems & implications

What can business customers and partners do proactively to ensure everything works as intended?

Options in case of a restriction

Background

Improvements to the DHL parcel tracking & tracing system include modification and expansion of data validation processes used when shipment data is provided in response to a query.

This applies to all systems for both recipients and business customers, and thus among others:

  • Recipients 
    • Tracking at DHL.de and in the Post & DHL app
    • Shipment notifications by e-mail or app
  • Business customers & partners
    • "Track parcel & goods" in the Post & DHL Business Customer Portal
    • Shipment tracking API for public use ("public" query)
    • Shipment tracking API for business customers ("business" query)
    • Proactive reports

The active participation of business customers in the electronic parcel shipment data transmission process is important to ensure optimum data quality. This applies to both direct data transmission and indirect transmission via third-party software or partners.

Especially relevant here are 

  1. The correct use of shipment number ranges and customer IDs and 
  2. Correct advance transmission of electronic shipment notification data ("PreAdviceNotification," "PAN" data) prior to posting the parcel with DHL.

The participation options differ for customers who use DHL standard shipping systems (shipping in the Post & DHL Business Customer Portal and the shipping API) and those who ship using in-house developments, third-party software or partners.

Impacted systems & implications

This results in the following possible concrete implications and recommended actions for business customers and partners:

  • If shipment data are restricted, fields that contain personal data include the note "Eingeschränkte Anzeige" ("display restricted")
  • In most cases, the complete shipment data can be displayed by entering the recipient's postal code.
  • In some cases, the recipient's postal code might not be sufficient to display personal data. In this case, users receive additional information and action options.
  • The public shipment tracking API already provides by design a smaller data scope that corresponds to shipment tracking for private customers.
  • In the future, however, users will need to add the recipient's postal code in order to display the data for "City/Town" and the warehouse address of the retail outlet/Packstation
  • In the case of online returns, the sender's postal code must be used
  • Important information:
    • It is only possible to add the postal code when conducting a query using the shipment number (no references)
    • It is only possible to add the postal code when conducting a single request for one shipment (multiple queries by adding the postal code are not possible)
  • Should these data be required, it is necessary to transmit the postal code as an API call parameter 
  • We recommend implementation of this by CW 25
  • The requirements including the status codes and parameters can be found in the API documentation in the Group API Developer Portal: https://developer.dhl.com/api-reference/dhl-paket-de-sendungsverfolgung-post-paket-deutschland 
  • If shipment data are restricted, fields in the AP response that contain personal data remain empty. 
  • To fully display these data, it is necessary to transmit the recipient's postal code as an API call parameter 
  • In the case of online returns, the sender's postal code must be used
  • Important information:
    • It is only possible to add the postal code when conducting a query using the shipment number (no references)
    • It is only possible to add the postal code when conducting a single request for one shipment (multiple queries by adding the postal code are not possible)
  • The postal code can thus be preventively transmitted directly with the first request to ensure that all data are included in the first response
  • We recommend implementation of this by CW 25
  • The requirements including the status codes and parameters can be found in the API documentation in the Group API Developer Portal: https://developer.dhl.com/api-reference/dhl-paket-de-sendungsverfolgung-post-paket-deutschland 
  • If the display is restricted, fields that contain personal data remain empty

What can business customers and partners do proactively to ensure everything works as intended?

By taking the following measures into account, business customers and partners can ensure high data quality and thus significantly reduce the risk of restricted display of shipment information.

(1) Correct use of assigned number ranges

Only applies to customers who have to store or enter the shipment number range/customer ID into their system themselves (e.g., in-house developers or users of third-party software or partner systems)

  • The number range and customer ID must always be correctly entered in the system.
  • In the event of a change or new entry, correct use must be confirmed using a test label.
  • In case of a change in the number range by DPDHL, this change must be implemented according to the requirements; possibly also in a very short period of time (see also business customer contract, Paragraph 3, No. 3.3.2. and the "number ranges" attachment).
  • Best practices for in-house development
    • Implement test mechanisms, e.g., multiple entry and confirmation of the customer ID in the event of a change
    • The currently valid stored number ranges can be found under "contract data" in the Post & DHL Business Customer Portal
    • Loopbacks for label generation to ensure that multiple generation is not possible

(2) Early, correct transmission of electronic shipment advance notification data ("PreAdviceNotification," "PAN" data)

Applies to all customers

  • The electronic shipment advance notification data is an important element in the processing of shipment data in the DPAG systems.
  • The earlier this data is fully available in the DPAG systems, the more efficiently and precisely shipment data can be processed during transport.
  • Best practice: ensure that the electronic shipment advance notification data were transmitted when the items were handed over to DHL, e.g., through earlier implementation of the end-of-day closing. 

(3) Precautionary provision of the postal code with queries via API

Applies to all customers who call up shipment data via API

Options in case of a restriction

The following provides detailed information and different options for action for displaying data should a restriction of item information occur in systems for business customers and partners. 

In case of a restriction for a shipment, this affects all item information channels. For business customers and partners, this includes 

Error description:

  • The electronically transmitted shipment advance notification data ("PAN" data) cannot be assigned to a valid number range of the sender. 
  • For this reason, the display of recipient data for the shipment is restricted. 

Impacted channels: 

  • Track parcel & goods in the Post & DHL Business Customer Portal
  • Tracking API for business customers

Impacted users: 

  • DHL Paket business customers
  • Parcel partners

Support for acutely impacted shipments:

  • In "Track parcel & goods" in the Post & DHL Business Customer Portal 
    • By entering the recipient's postal code, the full shipment data and available actions can be enabled.
  • For the tracking API for business customers: 
  • For in-house developers, parcel partners and third-party software users: 
    • Checking of the transmitted shipment advance notification data for conformity with the currently stored number ranges, and immediate correction in case of deviation
    • The currently valid stored number ranges can be found under "contract data" in the Post & DHL Business Customer Portal
    • Further support:
      • In-house developers: contact Post & Parcel developer portal
      • Parcel partners: contact DHL partner systems
      • Third-party software users: please contact the supplier/support staff of the third-party software

Support for future shipments: 

  • For DHL Paket business customers who use "DHL dispatch" in the Post & DHL Business Customer Portal or the "business customer dispatch" API:
    • Contact DHL Paket technical support by phone:
      +49 (0)228 - 76 36 76 79 (M-F, 8 a.m. to 6 p.m.)
      Or using the contact form in the Post & DHL Business Customer Portal
  • For in-house developers, parcel partners and third-party software users: 
    • Checking of the transmitted shipment advance notification data for conformity with the currently stored number ranges 
    • The currently valid stored number ranges can be found under "contract data" in the Post & DHL Business Customer Portal
    • Further support:
      • In-house developers: contact Post & Parcel developer portal
      • Parcel partners: contact DHL partner systems
      • Third-party software users: please contact the supplier/support staff of the third-party software

After registering in the Post & DHL Business Customer Portal and logging in, business customers can find their personal points of contact for Deutsche Post DHL at the bottom of the start page. 

Error description:

  • The sender has not yet transmitted any electronic shipment advance notification data (PreAdviceNotification, "PAN" data). 
  • For this reason, the display of recipient data for the shipment is restricted. 

Impacted channels: 

  • Track parcel & goods in the Post & DHL Business Customer Portal
  • Tracking API for business customers

Impacted users: 

  • DHL Paket business customers
  • Parcel partners

Support for acutely impacted shipments:

  • For all systems:
    • Subsequent transmission of the electronic shipment data by the sender.
  • In Track parcel & goods in the Post & DHL Business Customer Portal: 
    • By entering the recipient's postal code, the recipient shipment data can be enabled.
  • For the tracking API for business customers: 

Support for future shipments: 

  • Ensuring early transmission of the electronic shipment data

After registering in the Post & DHL Business Customer Portal and logging in, business customers can find all their personal points of contact for Deutsche Post DHL at the bottom of the start page. 

Error description:

  • Errors in the data structure were identified during processing of the shipment data. For this reason, no recipient data can be displayed. 

Impacted channels: 

  • Track parcel & goods in the Post & DHL Business Customer Portal
  • Tracking API for business customers

Impacted users: 

  • DHL Paket business customers
  • Parcel partners

Support for acutely impacted shipments:

  • Information about the delivery of impacted shipments is provided to recipients in a majority of cases, e.g., in the form of physical notification cards.
  • If you need additional information about your shipment, please contact customer service
  • This may require, inter alia, the query of additional identification characteristics.

Support for future shipments: 

  • It is strictly recommended to contact DHL Paket technical support, by phone:
    +49 (0)228 - 76 36 76 79 (M-F, 8 a.m. to 6 p.m.)
    Or using the contact form in the Post & DHL Business Customer Portal

After registering in the Post & DHL Business Customer Portal and logging in, business customers can find all their personal points of contact for Deutsche Post DHL at the bottom of the start page.