Skip to content

Troubleshooting & FAQ

Here you will find solutions for common problems with the DPD Connector as well as answers to frequently asked questions.

Connection Problems

"Test Connection" Fails

Error message: Login failed or Authentication error

Cause: Wrong Delis ID or wrong password.

Solution:

  1. Check your Delis ID β€” pay attention to upper/lower case
  2. Re-enter the password (click into the field and type it again)
  3. Test the same credentials in the DPD MyDPD Portal at myDPD.dpd.com
  4. If the MyDPD login works but the connector does not: Contact your DPD account manager β€” the API access may not be enabled
Error message: Could not connect to DPD service or Timeout

Cause: Network problem or DPD server unreachable.

Solution:

  1. Check the API Base URL:
    • Production: https://public-ws.dpd.com/services/
    • Sandbox: https://public-ws-stage.dpd.com/services/
  2. Ensure that your BC server can reach the URL on port 443 (HTTPS)
  3. Check firewall and proxy settings
  4. Test whether the URL is reachable in a browser (e.g. https://public-ws.dpd.com/services/LoginService/V2_0/)
  5. For BC Online/SaaS: DPD URLs must be listed as allowed endpoints in the Azure AD configuration
Error message: Sandbox mode is active

Cause: You are using the sandbox URL, but your credentials are only valid for the production environment (or vice versa).

Solution:

  1. Check the Sandbox Mode toggle in the setup
  2. Sandbox credentials work only with the sandbox URL
  3. Production credentials work only with the production URL
  4. If you don't have sandbox credentials yet, request them from your DPD account manager

Label Creation Fails

General Errors

Error message: Shipper address is incomplete

Cause: The shipper address in the DPD Setup is not complete.

Solution:

  1. Open the DPD Shipment Setup
  2. Check in the Shipper Address section that all required fields are filled in:
    • Shipper Name
    • Shipper Street
    • Shipper House No.
    • Shipper Post Code
    • Shipper City
    • Shipper Country Code
  3. Frequently forgotten: House number (Shipper House No.)
Error message: Recipient address is incomplete

Cause: The recipient address in the label is incomplete.

Solution:

Check the following required fields in the shipment label:

  • Recipient Name
  • Recipient Street
  • Recipient House No.
  • Recipient Post Code
  • Recipient City
  • Recipient Country Code
Error message: Weight must be greater than 0

Cause: No weight specified.

Solution:

  1. Enter a weight in grams in the label or the package
  2. Alternatively: Set a Default Weight (g) > 0 in the DPD Setup
Error message: Delis ID is required or Password is required

Cause: API credentials are missing or were not saved.

Solution:

  1. Open the DPD Shipment Setup
  2. Enter Delis ID and password
  3. Click Test Connection to validate the data

DPD API Errors (SOAP Faults)

Error message contains SOAP Fault or faultstring

Cause: DPD rejected the shipment.

Solution:

The error message from DPD is stored in the setup under Last Error Message. Common DPD errors:

DPD Error Meaning Solution
Wrong postcode Postal code invalid for the destination country Check postal code and country code
Invalid product for destination The selected product is not available for the destination country Choose a different product (e.g. IE2 instead of CL for international shipments)
Weight exceeds limit Weight exceeds the maximum Limit weight to max. 31.5 kg (31,500 g)
Shipment already exists Shipment has already been created Check reference number, create a new label if needed
Customer not authorized for product Your DPD account is not enabled for the selected product Contact your DPD account manager
Error message: Order level error with bulk labels

Cause: One or more shipments in a bulk call are faulty.

Solution:

  1. With bulk labels, faulty shipments are flagged individually
  2. Check in the label list which shipments have the Error status
  3. Correct the faulty shipments and create them individually again

Printing Problems

Label is not printed / is illegible

Possible causes and solutions:

Problem Solution
PDF too small/large Check Paper Format in the DPD Setup (A4, A6, A7)
ZPL is not recognized Printer does not support ZPL β†’ switch to PDF
Barcode not readable Check print resolution (min. 200 dpi recommended)
Empty PDF Check label download, recreate label if needed
Label as ZPL β€” Printer prints plain text instead of label

Cause: The printer is not interpreting the ZPL code but printing it as text.

Solution:

  1. Make sure your printer is a Zebra-compatible device
  2. The printer must be addressed via TCP/IP or the Zebra driver
  3. Use the merchantCENTRAL Print Service for ZPL output
  4. Alternative: Switch to PDF in the DPD Setup

International Shipping Errors

Error message: International data required

Cause: You are shipping to a non-EU country, but customs data is missing.

Solution:

  1. Set up the Incoterm Mapping
  2. Or set default values in the DPD Setup (Default Incoterm, Payment Term, Clearance)
  3. Make sure Parcel Type and Reason for Export are set
Error message: Invalid incoterm for destination

Cause: The selected Incoterm is not valid for the destination country.

Solution:

Check the Incoterm mapping and adjust it for the destination country. Recommendation:

  • Switzerland β†’ DDP (Delivered Duty Paid) for B2C
  • UK β†’ DAP (Delivered At Place) for B2B
  • USA β†’ DAP as default

Status & Monitoring

Where Can I See the Last Error?

The last error message is displayed in the DPD Shipment Setup in the Status section:

Field Description
Last Error Message Text of the last DPD error message (highlighted in red)
Last Error DateTime Time of the last error
Last Label Created Time of the last successful label
Labels Created Today Number of labels created today

Where Can I See the Label History?

All created labels can be found in the Shipment Label List:

  1. Open the merchantCENTRAL Dashboard
  2. Click on Shipment Labels
  3. Filter by Provider = DPD

General FAQ

Can I cancel DPD labels?

No, the DPD Connector currently does not support label cancellation via the API. Unused labels expire automatically. If you need to cancel a label, use the DPD MyDPD portal.

Is there an end-of-day close with DPD?

No, DPD β€” unlike DHL β€” does not require an end-of-day close (manifest). Created labels are immediately active.

What label formats does the connector support?
  • PDF in formats A4, A6, and A7
  • ZPL (Zebra Programming Language) for thermal printers
How often is the auth token renewed?

A fresh auth token is requested via the LoginService with every API call. There is no token caching β€” this ensures authentication is always up to date.

Why does the setup show a Customer UID and a Depot?

These values are automatically returned by DPD during Test Connection and stored in the setup. They identify your DPD customer account and are used during label creation.

Can I use multiple DPD accounts?

Currently, the connector supports one DPD account per company. If you need multiple DPD accounts, use separate BC companies.

What do the weight units mean?
  • In Business Central, you work in grams (g)
  • The weight is transmitted to the DPD API in decagrams (dag, Γ· 10)
  • The conversion is performed automatically
  • Example: 5,000 g β†’ 500 dag
Does the connector support DPD Predict (delivery notifications)?

DPD Predict is automatically activated when you provide an email address or phone number for the recipient. The recipient then receives a delivery notification from DPD.

Which DPD Webservice versions are used?
  • LoginService: Version 2.0
  • ShipmentService: Version 4.5

Contact Support

If you cannot resolve a problem yourself:

  1. Note down the error message (from the DPD Setup β†’ Last Error Message)
  2. Note down the timestamp (Last Error DateTime)
  3. Take a screenshot of the setup page
  4. Contact support at support@altenbrand.de

Gather Diagnostic Information

The following information helps with troubleshooting:

  • DPD Setup β†’ Last Error Message + DateTime
  • Which DPD product was used?
  • Recipient country code (DE, CH, UK, …)
  • Sandbox or production?
  • BC version (under Help β†’ About Business Central)