FAQs – Payment and Billing
| Do I need a DHL account to pay for shipments in MyDHL+? |
No, you can pay with a credit card or cash.
| Why is the pre-authorization amount deducted from my credit card greater than the estimated shipping cost? |
The credit card pre-authorization amount includes a 20% reserve buffer to ensure there are sufficient funds to cover the actual shipping costs incurred. DHL will reweigh and measure your shipment and calculate the shipping cost based on the actual weight or volumetric weight (whichever is greater). The system will deduct the actual amount from your credit card and send you a payment notification email, so please pay attention to check and verify the amount.
| Why was my credit card charged twice for the same waybill number? |
The credit card pre-authorization amount includes a 20% reserve buffer. DHL will reweigh and measure your shipment, and if the final actual shipping cost exceeds the original pre-authorization amount, your credit card will be charged an additional fee. To help you track the transactions, both the pre-authorization and the additional fees will use the same shipment tracking number.
| Can I request a paper Government Uniform Inovice? |
According to the 'Directions for the Implementation of Electronic Uniform Invoices Operations ' stipulated by the Ministry of Finance under document number 1070001765, DHL Express Taiwan will not actively send paper invoices for unified invoices. Instead, they will be uploaded to the 'Ministry of Finance Electronic Invoice Integration Service Platform' within the specified period for record-keeping, and you can use that website to check your consumption records. Notifications for electronic invoices will be sent to your email inbox.
| When can I receive the E-Invoice? |
If you use a credit card or cash for payment, the E-Invoice will be issued on the same day the actual shipping cost is confirmed, and it will typically be issued and sent out within two days after the shipment date.
| I need to issue an invoice with a Tax ID number; how should I proceed? |
- For cash payments: Please contact our 24-hour customer service at 0800-769-888 (mobile phone at 02-2503-8378).
- For online credit card payments: Please send an email to tw.financequery@dhl.com with your waybill number, invoice mailing address, and invoice recipient. We will respond as soon as possible.
| If I want to cancel a shipment or if the shipment is returned due to non-compliance with DHL Express Terms and Conditions, and I need to apply for a refund, how should the E-Invoice be handled? |
By creating a shipment and generating your DHL air waybill, you agree to accept E-credit note issued by DHL Express Taiwan as refund during shipment returns.
| Why was my credit card transaction charged an international transaction fee by the bank? |
The receiving bank associated with MyDHL+ is registered overseas. When you make a transaction on MyDHL+, the international organization affiliated with your issuing bank will charge you an international transaction fee, and the rate varies according to each bank's regulations.