DHL Parcel (Post & Parcel Germany) Connector Support Policy

Scope, channels, and how we help. This page explains free bug-fix coverage for the TeqStars DHL Parcel (Post & Parcel Germany) Connector, what is excluded, and how to reach TeqStars with everything we need to resolve your issue quickly.

Support Coverage

  • 60 days of free bug-fix support from the date of purchase.

  • Support applies to standard functionality shipped with the module as documented.

  • A bug is behavior that does not match the documented or intended operation of the connector in a supported Odoo and module version, and that TeqStars can reproduce from the information you provide.

Support Exclusions

The following are not included in free bug-fix support:

  • Issues caused or triggered by third-party Odoo modules or apps.

  • Customizations to the connector or to related Odoo or DHL Parcel DE configuration done outside TeqStars guidance.

  • Problems arising from Odoo core changes, unsupported Odoo versions, or upgrades not compatible with the module.

  • Server or infrastructure problems (hosting, SSL, DNS, firewalls, performance, disk space, database corruption).

  • Misconfiguration (wrong credentials, wrong environment, wrong EKP or partner number, missing package weights, missing addresses) when the product behaves as designed.

  • Limitations or feature gaps on the DHL side (for example products or services not available on your DHL account, live rate calculation, or DHL API outages).

Note

If an issue is caused by external factors (third-party code, hosting, DHL outage, or DHL-side rejection), it is not covered under free support. TeqStars may still help under paid support or a service engagement.

Contact Support

Pick a channel. We respond on business days (Monday to Friday).

Helpdesk

Open a ticket, attach files, and track status in one place.
Email

support@teqstars.com for long descriptions, logs, and screenshots.
Response time

We aim to reply within 24 hours on business days (excluding regional public holidays).

Required Information

Include as much of the following as possible with your ticket:

  • Odoo version and edition (Enterprise or Community).

  • Module version of the DHL Parcel (Post & Parcel Germany) Connector.

  • DHL Parcel DE shipping partner used, and its Environment setting (test or production).

  • Delivery method involved, with its Delivery Type, Product and other details.

  • Purchase reference (Odoo Apps order or invoice number).

  • Clear description of the problem and the result you expect.

  • Steps to reproduce the issue from a clean path (menu clicks, buttons).

  • Screenshots or a short screen recording showing the error or wrong data.

  • Full text of the error message, for example DHL Parcel DE shipment creation failed or DHL Parcel DE API error, including the detail lines DHL returns.

  • Sale order / delivery order reference involved.

Warning

Incomplete information (missing version, shipping partner, purchase proof, or reproduction steps) may delay diagnosis and resolution.

Before Submitting

Check the following before you open a ticket:

  • The issue is reproducible on demand (or you describe the exact conditions).

  • The UserId, API KEY and Password on the shipping partner are still valid.

  • The Environment on the shipping partner matches your credentials. Only credentials certified for production work in production.

  • The EKP Number is your 10 digit account number and the DHL Partner Number is correct on the DHL Parcel DE Configuration tab of the delivery method.

  • The delivery method uses DHL Parcel DE with Fixed Price or DHL Parcel DE with Based on Rules to get rates. DHL Parcel DE does not support live rate calculation.

  • Each package on the delivery order has a package type, and that package type has a base weight.

  • The recipient address is complete. For Ident-Check, the recipient’s first and last name are set on the delivery order.

  • For international shipments, the incoterm is one DHL Parcel DE accepts, and the Export Type is set when Export Document Required is checked.

  • You have ruled out conflicts from other shipping modules where possible.

Additional Support

When you need more than standard bug-fix coverage.

Paid support

Investigation and fixes for out-of-scope issues, complex environments, or urgent timelines.

Customization

Changes to fields, workflows, or integrations beyond the stock connector behavior.

Consultation

Architecture, rollout, multi-account design, and best practices with your team.

See also