A DHL eCommerce shipment can fail with an error like "Product Finding Failed" or "Service Not Available to Destination." This happens when the DHL service you picked is not offered for that destination. Pick a DHL service that serves the destination, or use another carrier.
Problem
A DHL eCommerce shipment will not process and returns an error like:
Product Finding Failed
You may also see it worded as Service Not Available to Destination. Other DHL shipments may still work the same day.
Cause
DHL could not match your shipment to any DHL eCommerce service (product) it offers for that account and destination, so it returned this error. The service you picked (for example, SmartMail Parcel Expedited) is not offered to that destination. This is a DHL limit, not a Shipstore problem. A short DHL outage can look the same, so it helps to rule that out.
How to check: if a service that normally works suddenly fails everywhere and then recovers on its own, it was a temporary DHL issue.
Fix
- Check whether DHL is reporting an outage. If a service that usually works fails everywhere at once, wait and try again.
- If only certain destinations fail, the service you picked may not serve that destination.
- Pick a DHL eCommerce service that serves the destination. For an international shipment, DHL Parcel International Standard often works where SmartMail Parcel Expedited does not.
- If no DHL service serves the destination, ship with another carrier.
- If your shipment details are correct and the error continues, contact DHL technical support and ask which DHL products are turned on for your account and destination.
What you should see
The shipment processes and gets a label once you choose a DHL service that serves the destination, or once you switch to another carrier.
Related articles
- DHL Account Set Up