API rates suddenly not showing, default rates showing

Hi @growlightsaustralia,

Have you tried enabling the debug mode in the settings’ Advanced Options section and then verifying if there are any errors or additional notices being displayed in the cart or checkout?

Kind regards,
Luke

Yes it has always been enabled. I can’t see any error messages in the Cart or Checkout. The rates just fail to show at all.

I have asked DHL to confirm if anythign has changed at their end – could that be the issue?

Could you please paste here the DHL Express API request and response you should see in the cart once the debug mode is on?

Kind regards,
Luke

Hi, I don’t see anything in the cart. The only message I have seen on that page is:

DHL Express: Multicurrency is supported by Flexible Shipping DHL Express PRO →

When I refreshed the page the message disappeared.

• This reply was modified 4 years, 1 month ago by growlightsaustralia.

OK, so I changed the currency to Australian Dollars (default) from US Dollars and it is now working, but only in AUD. I’m a bit confused because this was working before but now I note I need to upgrade to PRO – is that something new?

I don’t actually need mutli-currency support – I only ship via DHL to overseas customers who all pay in USD. We are in Australia, so the default currency is AUD, but as mentioned, all DHL shipments and associated invoices are generated in USD.

I’m guessing the reason it doesn’t work in USD is because my DHL account is billed in AUD? And for that I need to upgrade to PRO?

Thanks for everyone’s help so far.

Right, now I think I understand what’s going on. You guys released the PRO version on January 14, 2021, and it appears that some functions that were previously free are now subscription-only – is that right?

Hi @growlightsaustralia,

To be honest it’s pretty unusual and we are quite surprised you’ve said the rates were displayed previously despite the fact you are using a currency switcher and your shop’s currency is different than the one your DHL account is using.

Yes, I confirm that we released the PRO version of our DHL Express plugin a few days ago which supports the currency switchers, however, none of the features available in the free one before were removed since it’s not the way how we develop our plugins. The only thing which was changed in the latest DHL Express free version was the upselling box in the plugin settings.

I believe something else might have caused such effects. Have you tried simply downgrading the DHL Express to its previous version by following these instructions: https://docs.flexibleshipping.com/article/856-how-to-downgrade-wordpress-plugin-to-its-previous-version to verify if the problem is related to its latest release?

Kind regards,
Luke

Thanks for the reply. Well you’re the developer so I’m sure you are correct and perhaps I was mistaken. Yes, we have a currency switcher on the site and AUD is the default. Perhaps when I confirmed the plugin was working in December (when first installed) it showed up in AUD and then I assumed it was also showing up in USD. It only came to my attention when a customer mentioned he couldn’t find the DHL rates at checkout and when I entered his details (in USD) I couldn’t see them either.

So, apologies if this is my fault and for the trouble you went to to address my issue. I can’t remember which version of your software I was using prior to upgrading and it looks a bit involved, so I won’t worry about that. I still need to get the plugin working with USD, but when I spoke to DHL Express today they mentioned they don’t provide support for your pluging and that I would have to purchase one of two rival plugins. Is there any chance you guys will work with DHL Express soon as an “official” plugin? I have no problem upgrading with your plugin except the lack of DHL Express support.

Thanks again for trying to help.

Hi @growlightsaustralia,

I fully understand you point, however, I find it pretty odd that you received such answer from DHL Express containing the information that the two other forementioned plugins are supported by them and ours not. Especially taking into consideration the fact that all of them, including ours, are based on the direct and publicly-reachable DHL Express API connection. It means if you encounter any technical issues with the DHL Express API you will received either their dev team support or ours if the problem is related to the plugin functioning.

I’ve just passed your feedback to our Product Owner who will check what can we do on this matter in order to clarify the situation. If you are interested in giving our DHL Express plugin a try and checking if it meets your needs, you can test all of our plugins live at https://demo.wpdesk.org

Kind regards,
Luke

Hi, this is the response I got from DHL Express on January 18. I’ve redacted my name, the name of the DHL representative, and the names of the other plugins. Other than that, the email is verbatim:

Hi XXX,

Rates are loaded into your XMLPI credentials. As previously mentioned, DHL Express will not provide any assistance or support for any issue using unapproved or unauthorised (Flexible Shipping) plug-in. You have to use either XXX or XXX (Automated DHL Express Shipping by XXX). For 3rd party platform support, please contact the developer/provider directly.

Thank you.

Cheers,
XXX

• This reply was modified 4 years, 1 month ago by growlightsaustralia.

Thank you @growlightsaustralia for pasting the message content.I believe it will be useful for the further explanations.

Kind regards,
Luke

That’s OK. I’m sure you can figure out the names of the other plugins but I thought it best not to mention them in a public forum. They have done nothing wrong and I don’t wish to draw attention to them for the wrong reasons.

I totally agree, everything’s clear. Thank you one more time ??

OK, so there is a happy ending.

After trying the other plugins that DHL said it supported, I had so many problems with them that I simply went back to yours.

I also spent the $79 to upgrade to the Pro version and it appears to work perfectly. I can now see DHL rates displayed in both AUD and USD.

So thanks for a plugin that works out of the box, and thanks for the online support.