DHL GUIDELINES
DHL orders are the ones place from VONROC PT & ES, Amazon FF (ES & PT) and Worten FF.
DHL contact people are on the email where this guide was sent.
https://mysctrackandtrace.dhl.com/
User: j.martinez@ferm.com
Password: Valentina19971 (before you ask, that’s the name of my old cat)
Before you complain (as I did), the website is very slow and can stress you out because it will log you out anytime you refresh it after being inactive for at least 30 min. (be patient pls).
Guess that there is no need to explain the options available but most important for us is T&T and Inventory.
Let’s click on T&T:
To find any order we need to use the EDI order number (for marketplaces) and the VONROC order number for the website (no change here). I’ll use a VONROC ES order that was already delivered.
There are 3 results, 2 of them have the same info and one of them with a long number starting with JD (that’s the parcel number) meaning that has been shipped and on the right side you can see that it has already been delivered. Now let’s imagine that it states that it has been delivered but customer claims it wasn’t, we’ll then create a CSS ticket. To do that, double any of those 3 orders to enter the order:
I know there is a Download POD (Proof of Delivery) button buuuuuuut it does not download anything as there is no POD uploaded (hehehe). So let’s click on Actions and then Create CSS ticket and it will open another tab with a message saying that you have been logged out and bla bla bla you’ll then see another screen with a Continue button and that’s exactly what you will click. If you don’t see it then don’t mind it, you’ll be redirected to the DHL Customer Service System dashboard. See below:
Since I click Create a CSS ticker on the order ES00318639, this query/claim will be regarding this order. I do not recommend you close this tab as update alerts will be sent to my email but you will only be able to see them from this tab.
So, we want to ask DHL to provide a POD or some information about this delivery as the customer claims to not have received it. Some fields have a standard option which needs to be same all the time, which are the ones below:
The only reason we would select the Critical option as Priority is if too many order are pending to be shipped and we are already late in Amazon or Worten. I would first ask Marco Orsili about it.
Below the usual options to be selected:
Then in Request details (last field) we give a bit of information as per below:
On the right side of them, no need to fill anything, only “how many orders are affected” which in this case is 1.
After all the information has been cleared, click save & close to create the ticket. You can keep track of it by clicking on All Open Queries on the left side of the screen.
Cancelling orders
We can only cancel orders that are in Status “Released” or “Allocated, to do that, we need to create a CSS ticket and choose the following options:
In Request you can just type that the customer requested it.
If DHL send an email cancelling an order because they are out stock (even if you check in DHL Inventory and they do have) you need to reply accepting the cancellation as they will not ship it. You’ll probably have to reorder in EDI or Magento. DHL sends the VONROC ES/PT order number or the EDI order number.
If we have stock, we reorder from Zwolle. Reason of reorder is “Wrong Stock DHL” and Returnless is not needed as it was not shipped, just type “-“.
If there is no stock in Zwolle, just cancel on the marketplace and for website orders, put it on the Refunds file and mention “Out of stock” otherwise finance will ask you to put the order in Returnless, which for cancellation or reorders due to no stock in DHL is not needed.
For website cancellations please contact the customer by email and explain the situation. If the article in Vonroc.es/pt or is still showing stock please check in WICS. If there is not stock anywhere, talk to the country manager to check the stock. You can ask Sara Cardoso for help if needed.
Question you may be asking yourselves:
Is it possible to make a reorder from DHL? Not that I know.
Another important thing. To check the actual tracking of any order, please use below link:
https://www.dhl.com/es-en/ecommerce/home/business-to-business-shipments.html
If you paste the parcel number, it will give you (and the customer) much more information than the tracking on EDI. This link will allow the customer make changes on the address, day of delivery or send to a parcel shop. In case the parcel is already on a parcel, the customer can also see it (you too) and they can go and pick it themselves.