Support, Troubleshooting & FAQ

The Support page provides access to the user manual, FAQs, change log, and the setup wizard within DPD Shipper. For the most up-to-date information (user manual and FAQ), we refer to this DPD Knowledge Portal.

  1. Introduction

    The Support page in DPD Shipper provides quick access to a range of help resources, including the built-in user manual, frequently asked questions, the change log, and the setup wizard. These tools are designed to assist with common questions and guide users through the application’s features.

    While the Support page offers useful information, this DPD Knowledge Portal contains the most up-to-date and comprehensive documentation. For the latest instructions, feature explanations, and process updates, it is recommended to consult this Knowledge Portal rather than relying on the in-application content.

    Tip! Always check this Knowledge Portal first to ensure the information is current.

  2. Manuals

    The Manuals section contains links to essential reference documents for working with DPD Shipper:

    • DPD Shipper Manual: A guide to all features and functions of DPD Shipper.
      For more up-to-date information, see the DPD Shipper knowledge sections on this Knowledge Portal.
    • Import Manual: Detailed instructions for importing shipment or recipient data in bulk.
      For step-by-step instructions, see the import profiles page on this Knowledge Portal.
    • List with country ISO Codes: A reference list of country ISO codes required for shipment creation and data imports, ensuring consistency and compliance with international shipping standards.
      Where needed, we provide this list on this Knowledge Portal. For example when creating an import data file.

    These documents, but even more this Knowledge Portal, serve as a quick reference for daily operations and can help resolve common questions or issues without the need to contact support.

  3. FAQ

    The FAQ section provides answers to frequently asked questions about using DPD Shipper. Topics range from shipment creation, label printing, and pickup requests to setting up DPD Shipper. Each answer is designed to resolve common issues quickly.

    While the in-application FAQ can help solve many questions, this Knowledge Portal offers the most up-to-date and detailed information. So always check this Knowledge Portal first to ensure the information reflects the latest features and processes.

    See our list with FAQs at the bottom of this page.

  4. Change Log

    The Change Log section lists recent updates and changes made to DPD Shipper. Each entry includes the date of release and a description of the new features, improvements, or bug fixes implemented in that version.

    This section helps users stay informed about system changes that may affect daily workflows.

  5. Start Wizard

    The Wizard is an interactive setup tool that guides users through the initial configuration of DPD Shipper, as described in the Getting Started section. It covers essential knowledge about DPD Shipper. The Wizard can be restarted at any time.

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General

If you are unable to recover or remember your password, please follow these steps.

Shipper Central

  1. Click ‘Forgotten Password?’ below the login button
  2. Enter your login name. Typically, this will be admin@DELISID
  3. Click ‘Request Password Change’
  4. A recovery email will be sent to the account owner email address
  5. Follow the steps from the email

Shipper Local
Contact Customer IT via the Case Intake Form.

Shipments

Make sure you have no filter active. Uncheck the boxes in the filter bar and clear the search field. See bullet 7 and 8 on the Shipments Page.

Make sure you properly filled out every mandatory field with valid details. Which fields are mandatory is covered on the New Shipment Creation page.

Most common error messages and solutions to these error messages are covered on our Error Messages page.

Shipments created in DPD Shipper can be tracked via DPD Insights.

Collection Requests

No, it isn’t. With a pickup request we’ll pick up a parcel at your pickup address to delivery it to the receiver. With a collection request, we’ll pick up a parcel on the address you want and deliver it back to you (or to another address).

At least Shipper version 2.3.27.0 is required for collection requests. DPD Shipper Central is always up-to-date.

If you use Shipper Local and it isn’t up-to-date, download the latest version here.

Collection requests are not possible in every country. For a list of countries where a collection request is possible, go to https://www.dpd.com/nl/nl/zakelijk/internationaal-verzenden/.

Pickup Orders

No, it isn’t. With a pickup request we’ll pick up a parcel at your pickup address to delivery it to the receiver. With a collection request, we’ll pick up a parcel on the address you want and deliver it back to you (or to another address).

There is probably a filter active on the pickup page. Click on the red cross to remove all filters.

Normally this is between 9h and 17h, but you can always contact your responsible depot for a better estimate.

For information about the pick up of your parcels, please contact your responsible depot.

Please contact your responsible depot to discuss this matter.

Recipients/Address Book

Unfortunately it cannot be restored if you didn’t create a back-up. If you’ve created a back-up, you can import the addresses again following the steps in the Recipient section on the Import Profiles page.

Label

After transmitting the data to DPD, the label is valid for 28 days.

No, re-use of a label is not allowed.

No, invoicing is triggered on a DPD-scan (e.g. when handing the parcel over to DPD).

Yes, we have a page with detailed explanation about the DPD Parcel Label.

DPD Shipper Local

See our step by step solution for this error on our error messages page.

In case of a problem with DPD Shipper Local, please verify first following items before contacting our support:

  • Are you currently running the latest version released by DPD NL?
    (latest version can be found here)
  • Is complete access granted to DPD Shipper Local? (folder writing rights for export, firewalls, ports, virus scannes)
  • Is DPD Shipper Local able to sync with DPD? Check the sync settings.
  • Are your printers properly configured and able to print test pages?
  • Did you check the connection between server, workstation, printer and internet is working?
  • Did your internal IT department or IT partner perform a first diagnose?

If yes, please

  • Install a Teamviewer client on the device where an intervention is needed
  • Export your import profiles, address book, shipments, settings from the UI
  • Backup the files DB and DB.log in the Shipper installation folder
  • Make sure your internal IT department or IT partner is able to join the DPD IT colleague at intervention
  • Contact DPD Customer IT department via our Case Intake Form and you will be assisted and serviced remotely.