DHL FastTrack - Payments and Refunds

Payments and Refunds
 

Payments

How i can pay for DHL FastTrack Service?

You can pay for DHL FastTrack Service strictly by using a Credit Card that can be used online.


Which cards are accepted?

You can pay for the service only with a Visa or Mastercard.


Why do i receive an error message when attempting to use my credit card to purchase the DHL FastTrack Service?

  • Not all cards can be used online. Please contact your bank to check if yours can be used online.
  • Your credit card security level is not sufficient. Please contact your bank to check if your card has 3D Secure capability.


When I attempt to pay using my secure credit card, i receive codes that i do not understand:

Below is a table of error code and icorresponding meanings:

  • 100 Successful transaction.
  • 102 One or more fields in the request contain invalid data.
  • 104 Transaction already processed.
  • 110 Only partial amount is approved.
  • 150 General system failure.
  • 151 The request was received, but a service timeout occurred.
  • 152 The request was received, but a service timeout occurred.
  • 200 The authorization request was approved by the issuing bank but declined by CyberSource because it did not pass the Address Verification System (AVS) check.
    Possible action: you can capture the authorization, but consider reviewing the order for fraud.
  • 201 The issuing bank has questions about the request. You do not receive an authorization code programmatically, but you might receive one verbally by calling the processor.
    Possible action: call your processor to possibly receive a verbal authorization. For contact phone numbers, refer to your merchant bank information.
  • 202 Expired card. You might also receive this value if the expiration date you provided does not match the date the issuing bank has on file.
    Possible action: request a different card or other form of payment.
  • 203 General decline of the card. No other information was provided by the issuing bank.
    Possible action: request a different card or other form of payment.
  • 204 Insufficient funds in the account.
    Possible action: request a different card or other form of payment.
  • 205 Stolen or lost card.
    Possible action: review the transaction to ensure that you submitted the correct information.
  • 207 Issuing bank unavailable.
  • 208 Inactive card or card not authorized for card-not-present transactions.
    Possible action: request a different card or other form of payment.
  • 210 The card has reached the credit limit.
    Possible action: request a different card or other form of payment.
  • 211 Invalid CVN.
    Possible action: request a different card or other form of payment.
  • 221 The customer matched an entry on the processor’s negative file.
    Possible action: review the order and contact the payment processor.
  • 222 Account frozen.
  • 230 The authorization request was approved by the issuing bank but declined by CyberSource because it did not pass the CVN check.
    Possible action: you can capture the authorization, but consider reviewing the order for the possibility of fraud.
  • 231 Invalid account number.
    Possible action: request a different card or other form of payment.
  • 232 The card type is not accepted by the payment processor.
    Possible action: contact your bank to confirm that your account is set up to receive the card in question.
  • 233 General decline by the processor.
    Possible action: request a different card or other form of payment.
  • 234 There is a problem with the information in your account.
    Possible action: do not resend the request. Contact Your bank to correct the information in your account.
  • 236 Processor failure.
    Possible action: To avoid duplicating the transaction, do not resend the request until you have reviewed the transaction status with DHL Express Lebanon.
  • 240 The card type sent is invalid or does not correlate with the payment card number.
    Possible action: confirm that the card type correlates with the payment card number specified in the request; then resend the request.
  • 475 The cardholder is enrolled for payer authentication.
    Possible action: authenticate cardholder before proceeding.
  • 476 Payer authentication could not be authenticated.
  • 481 Transaction declined based on your payment settings.
    Possible action: the risk score on this card is high.
  • 520 The authorization request was approved by the issuing bank (your bank) but declined by CyberSource based on your Authorization settings.


Refunds

I requested a DHL FastTrack Service, but i do not want to use the service anymore, what should I do?

In case you have purchased a Round Trip Service from DHL, and you do not want to use the service, you can request a "FULL Refund" of the amount.
N.B. Special Services Marked with a * in the Charges Form are non-refundable.


I have purchased a Round Trip DHL Service and only used one of the waybills(OUTBOUND or RETURN), can i request a refund for the un-used part?

Yes. Choose the "Request Refund" from the main menu and follow the on-screen instructions


Can I ask request a refund after 3 months?

No. Refunds can only be requested in a period of 3 months.


I have requested a refund, what shall i do now?

As soon as you have requested a refund. DHL Express Lebanon will validate your request. If the waybills were not used, they will be stopped and removed from the system. A request will be sent to the bank to refund your card.


I have requested the refund and received a notification from DHL that the refund was processed, but have not received reimbursement?

It can take up to 45 days (depending on your bank) to receive your refund. As soon as the refund is processed from our bank, you will receive a receipt with an "Order Number" that can be used to trace the refund with your bank.