Fronius Description and FAQ - DHL Express Portal - SV/BE/DK/FI/NL/LUX/BG/CY/HR/SK Process Description [EN]

RETURNING REPLACED ITEMS /

DEVICES

DHL EXPRESS PORTAL

Returning replaced items / devices

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© Fronius International GmbH
Version 03 01/2017
Solar Energy Division

Fronius reserves all rights, in particular rights of reproduction, distribution and translation. No part of this document may be reproduced,
in any form whatsoever, or stored, processed, duplicated or disseminated with the aid of electronic systems, without the written consent
of Fronius. You are hereby reminded that the information published in this document, despite the greatest care being exercised in its
preparation, is subject to change and that neither the author nor Fronius can accept any legal liability. Gender-specific wording refers
equally to the male and female form
.

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CONTENTS

1 PROCESS DIAGRAM: RETURNING REPLACED ITEMS / DEVICES ..........................................4

2 DHL EXPRESS PORTAL (EPP) ......................................................................................................5

2.1 Process description of the DHL Express Portal (EPP) .....................................................................5

2.2 Username / password / direct link .................................................................................................. 10

3. FAQs – Frequently Asked Questions ....................................................................................... 11

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1 PROCESS DIAGRAM: RETURNING REPLACED ITEMS /

DEVICES

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2 DHL EXPRESS PORTAL (EPP)

2.1 Process description of the DHL Express Portal (EPP)

This document explains how to book a collection of items in the DHL Express Portal (EPP).

1. Logging on to the Portal
You can access the Portal either via direct link or by logging on to myepp.dhl.com with a username
and password.
The usernames and direct links can be found in point 2.2.

2. Address details
The customer enters the sender’s address.
All fields marked with * are mandatory.
The sender’s address can be saved in the address book by checking the [Resume in address book]

tick box. For future shipments, the sender’s address can then be called up by clicking on the

magnifying glass. The delivery address cannot be changed.

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3. Collection
Regular pick up / Pick up request later today: The customer has regular DHL Express
collections/deliveries and so does not need a separate collection order. The return shipment can be
collected in the course of normal collections/deliveries.

Pick up request: The customer has no regular DHL collections/deliveries and so books a collection
order for the desired date.

Pick up location: Must be stated. (e.g. Goods Out, Reception, etc.)

A different pick up address to the sender’s address may also be entered.

4. Content description / pieces
Content description: A rough description of the contents is sufficient. (PC board, inverter, etc.)
The number of parcels must be selected.
NOTE: The dimensions and weight do not have to be exact. They merely serve as a guide for DHL.
All parcels are automatically re-weighed and measured by DHL.

When all the details have been entered correctly, click [Next].

5. Creating a shipment
In the customer reference, enter the order number that the replacement item was delivered with.
NOTE: If there is no order number, the pre-set number “123456” should be left as the reference.
Choose the desired pick up time window.

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Depending on the collection point, a collection window of at least 120 minutes must be selected in
order to successfully book the collection.

When all the details have been entered correctly, click [Book shipment].

6. Shipment details
When the collection has been successfully booked, the following message will appear:
[The shipment and the pickup has been succesfully booked].

If necessary, the shipment can be cancelled by pressing the [Cancel] button.

If all the details are correct, click on the [Label] button.

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7. Printing the Label
The shipment label will open in PDF format and can be printed using an ordinary printer.
PLEASE NOTE: The label must be printed in its original size, otherwise it cannot be scanned by
DHL.
The shipment label should be affixed to the parcel.

Shipment label:

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2.2 Username / password / direct link

Web address: myepp.dhl.com
Username: FroniusEN
Password: 24hrsofsun!
Direct link:

https://myepp.dhl.com/gw/premiumweb/public/LoginByHash.action?hash=bac18c3a3dce7fd851cc0f5c1e8b8
d32410bad38a7f982bf036730e9f2b967fb

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3. FAQS – FREQUENTLY ASKED QUESTIONS

/ Unable to log on to the DHL Portal

Have you entered the username and password correctly?
Username: FroniusEN
Password: 24hrsofsun!
(Capitals/lower case; no space between “Fronius” and “EN”; “!” in “24hrsofsun!” entered?)
The direct link does not work?
Try using another browser (preferably Internet Explorer)
Unable to open myepp.dhl.com?
“www.” should not be entered before “myepp.dhl.com”.

/ Why are the username and password not required when clicking on [Direct link to DHL Portal]?

This link takes you directly to the DHL Portal with no additional log on.
The username and password are only required for logging on via myepp.dhl.com.

/ The DHL Portal is not displayed in your preferred language?

The language of the DHL Portal depends on the language settings of your internet browser.
Following languages are available: English, German, Italian, French, Spanish, Czech, and Polish.
If your internet browser is set to a language that is not available, the DHL Portal will be displayed in
English.

The default language can be changed by following these steps (Internet Explorer)

1. Open Internet Explorer.

2. Click Tools.

3. Click Internet Options.

4. Click Languages, under the General tab.

5. Click Add...

6. Select the language you would like to add.

7. Click OK.

/ Can the sender’s address be saved?

YES. Check the tick box [Resume in address book] underneath the address details.

/ Who can see the saved addresses?

All customers who order pick-ups via the portal.

/ Can a saved sender’s address be edited/deleted?

YES. Go to [Address book] in the menu on the left-hand side and select the desired address.
Under [Details], click [Chancel] or [Edit].

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/ What is the difference between [Regular pick up] and [Pick up request]?

Regular pick up / Pick up request later today: The customer has regular DHL Express
collections/deliveries and so does not need a separate collection order. The return shipment can be
collected in the course of normal collections/deliveries.

Pick up request: The customer has no regular DHL collections/deliveries and so books a collection order
for the desired date.

/ What should be entered under [Pick up location]?

The place where the parcel will be awaiting collection (e.g. Goods Out, Gate 1; Reception; etc.)

/ What should be entered under [Content description]?

A rough description of the contents is sufficient. (E.g. replacement PC board, inverter, etc.)

/ The exact weight and dimensions are not known.

For the dimensions and shipping weight, approximate measurements are sufficient.
All shipments are re-weighted and measured by DHL.

/ The following error message appears after clicking on [Next]:

Possible causes:

- Has the address been entered correctly?

- Only collections in the EU (except Austria) can be booked using the username “FroniusEN”

/ Which order number should be used as the reference?

The order number can be found on the delivery note, which is enclosed with the delivery of the
replacement item.

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If the order number is not known, the pre-set number “123456” should be left as the reference
(Reference is a mandatory field and a value must be entered)

/ Which order number should be entered as the reference if several parcels are being sent?

Enter the order number of any delivery note in the shipment.

/ The edge was cut off when printing the label.

This usually happens when using the browser Firefox. As long as the barcode was not cut off, it should
not cause a problem.
For future shipments use Internet Explorer.

/ The replacement item was not delivered by DHL Express, but by another company e.g. DPD or by

a haulage company. Should the parcel still be returned via DHL Express?
YES. All return shipments should be booked via the DHL Express Portal.

/ The replacement item was delivered on a pallet. Should the parcel still be returned via DHL?

YES. All return shipments should be booked via the DHL Express Portal.
The same packaging should always be used. If the item was delivered on a pallet, the same pallet
should also be used for the return shipment.

/ The pick up time window or pick up date should be changed after the booking was completed?

Please contact the DHL Express Customer Service. (see final page)

/ The shipment was not collected by DHL Express during the agreed window.

Please contact the DHL Express Customer Service. (see final page)

/ If you have any further queries please contact Fronius International GmbH

Tel: [phone]

[e-mail]

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/ DHL Express Customer Service Center

Country Code

Phone number for Customer Service Hotline

BE - Belgium

0032 27155050 (BRU)

BG - Bulgaria

00359 (0) 700 17 700; 00359 2 9309400 (SOF)

BY - Belarus

375173981108 (MSQ)

CY - Cyprus

00357 22799000 (LCA)

CZ - Czech Republic

840 103 000 (Local use only)
00420 220 300 111 (CS International)

DK - Denmark

0045 70345345 (CPH)

EE - Estonia

372 6808555

FI - Finland

00358 3045345

GB - UK

0044 844 248 0844 (EMA)

GR - Greece

0030 210 9890000 (ATH)

HR - Croatia

00385 1 6651 111

HU - Hungary

0036 1 382 3499

IE - Ireland

00 353-1-890725725 (DUB) within Ireland
00 353-1-8700790 outside of Ireland

IL - Israel

1 700 707 345 (Local TLV)
972 3 5573557 (TLV)

IS - Iceland

00354 5351122 (REK)

KZ - Kazakhstan

[phone]

LT - Lithuania

00370 52360700 (VNO)

LU - Luxembourg

00352 350909 (LUX)

LV - Latvia

00371 660 10000

MD - Modlova

37322605518 (KIV)

ME - Montenegro

00382 20 633971 (TGD)

MK - Macedonia

[phone]

MT - Malta

00356 21800148 (MLA)

NL - Netherlands

0031 26 324 6767 (AHM)

NO - Norway

0047 810 01 345 CS / 0047 66 92 80 00 Receiption (OSL)
0047 928 87 596 Off-hour service

PL - Poland

INT 0048 426345 100; DOM 0048 426345 345

PT - Portugal

00351 707505606 (LIS)

RO - Romania

0040 212221777 (BUH)

RS - Serbia

00381 11 3105500 (BEG)

SE - Sweden

0046 771 400345

SI - Slovenia

00386 1 588 78 00 ( LJU )

SK - Slovakia

00421 2 48 229 229 intl (BTS) 18 811 local (BTS)

TR - Turkey

[phone] ( TEQ )

UA - Ukraine

0038 044 490 26 00 (IEV)

UZ - Uzbekistan

998711205525 (TAS)

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