This article covers known DHL Express limitations and steps to resolve common DHL Express label generation errors in ShipHero.
For setup help, see Connecting DHL Express to ShipHero.
Table of Contents
Known DHL Express Limitations
| Limitation | Detail |
|---|---|
| Customs description length | The Customs Description field has a maximum of 64 characters. Entries exceeding this limit will cause API rejection. |
| Special characters | Accented characters (e.g., ñ, é, ö) are not supported. Use standard alphanumeric characters for all names and addresses to prevent label generation failures. |
| Email on label | DHL restricts customer email addresses from appearing on the physical label. The email is still used for digital tracking notifications. |
| Maximum dimensions and weight | Maximum weight and dimensions vary by service and destination. If a package exceeds DHL limits, DHL will return an error during the quote or label request. |
Troubleshooting DHL Express Invalid Destination Errors
When attempting to fulfill an order via DHL Express, you may encounter the error:
"DHL Issue: The destination location is invalid. Please check the data."
This error is generated directly by DHL's validation API — ShipHero displays the rejection message as received. It occurs when the customer's postal code and city do not match the DHL global address database.
Important
Because the error message is broad, you must identify which specific address component — postal code, city, or country — DHL considers invalid before updating the order.
- Navigate to the DHL Rate and Time Quote tool.
- Enter the destination address exactly as it appears in the ShipHero order. The DHL tool will highlight which field is incorrect or suggest a correction.
- Update the city or postal code in the Order Details page in ShipHero to match the DHL-approved format.
- Retry generating the shipping label.