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Shipping

This page explains how to configure your shipping setup and track deliveries through the Pharmacy Portal.

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Pharmacy Suite subscription

Creating shipping labels in the Pharmacy Portal requires an active Pharmacy Suite subscription. Subscribe from Settings or from the status control in the navigation bar. After checkout, the portal confirms the subscription and unlocks carrier setup. Without an active subscription, label and return-label actions stay disabled. You can still view shipment details and add tracking information when completing a shipped order.
If Subscribe does not appear, or checkout does not complete, contact your RxScale account manager.

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Setting Up Shipping

Once you are subscribed, configure your own carrier contract in Settings. RxScale books labels through that contract — there is no extra provisioning step, and a complete configuration is ready to use immediately.
1

Go to Settings

Navigate to the Settings section from the sidebar.
2

Open shipping configuration

Find the shipping configuration area. This section is available after your Pharmacy Suite subscription is active.
3

Add your carrier

Choose a carrier and enter the contract details. Currently available:
  • DHL Paket (Germany) — your Geschäftskundenportal system user and billing number.
DHL Express and DPD appear in the carrier list as Coming soon and cannot be selected yet.
4

Save your configuration

Save the form. When the sender address, service, and required credentials are filled in, the configuration is active and you can print labels from an order. Incomplete configurations stay pending until those fields are complete.
Return labels are available for DHL Paket. Other carriers will follow when they become available.

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Test Mode

You can switch DHL Paket (Direct) into test mode. This is a setting on the carrier configuration — not a choice you make per order. While test mode is on for a carrier, RxScale books that carrier’s labels against DHL’s sandbox using RxScale’s own test credentials instead of your DHL contract. No parcel is dispatched, the tracking number is not real, and the shipment is not billed. Test mode is available for DHL Paket (Direct) only. DPD and DHL Express do not have this setting. The Test mode checkbox is in the carrier form in Settings, both when you add the carrier and when you update its credentials. You can always tell when test mode is involved:
  • A carrier’s card in Settings shows the Test mode badge (blue), next to Default (green) and Pending (yellow), when that carrier’s configuration is in test mode.
  • A shipment shows the Test shipment badge (blue), in the order view and in the full shipments dialog, when it was booked while test mode was on.
Each shipment keeps whichever mode was active when it was booked. Its label and return label continue to go through the same DHL sandbox or live DHL account, even if you change the carrier’s test mode setting afterward.
Test mode does not warn you before you use it on a real order. If test mode is on when you create a shipping label, that order gets a sandbox label and is never actually shipped — there is no separate confirmation step. Before shipping a real order, check the carrier card for the Test mode badge, and only enable test mode for your own testing.

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Creating Shipping Labels

Open the order and create a shipping label. RxScale sends the order to your configured carrier and returns a printable label. Once the order is shipped, keep the order status and tracking information up to date.

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Delivery to a DHL Packstation

With DHL Paket (Direct), an order whose street is a DHL Packstation is booked as a Packstation delivery. The delivery address needs both numbers DHL uses to deliver to the locker:
  • Packstation number — the three-digit number of the Packstation, for example Packstation 118.
  • Postnummer — the patient’s 6–10 digit DHL customer number, usually given in the address supplement.
If either number is missing, no label is booked and the Pharmacy Portal names the missing number. Contact the support team to have the delivery address corrected, then create the label again.

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Delivery to a DHL Postfiliale or Paketshop

With DHL Paket (Direct), an order whose street is a DHL Postfiliale, Filiale, or Paketshop is booked as a collection at that outlet. The delivery address needs both numbers DHL uses to hand the parcel over:
  • Outlet number — the three-digit number of the Postfiliale or Paketshop, from 401 to 999, for example Postfiliale 646.
  • Postnummer — the patient’s 6–10 digit DHL customer number, usually given in the address supplement.
If either number is missing, or the outlet number is not between 401 and 999, no label is booked and the Pharmacy Portal names what is wrong. Contact the support team to have the delivery address corrected, then create the label again.

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Destination country

With DHL Paket (Direct), the delivery country is taken from the order address. It may be stored as a two- or three-letter country code or as a country name such as Austria. An address without a country is booked to Germany. If RxScale cannot recognise the country, no label is booked and the Pharmacy Portal names the country it could not resolve — the parcel is never booked to Germany by guesswork. Contact the support team to have the delivery address corrected, then create the label again.

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Cancelling a Shipment

If you booked a shipment by mistake, or the order is no longer being shipped, you can cancel the shipment from the order details in the Pharmacy Portal.
  • Cancellation is possible until DHL manifests the parcel. Once the daily manifest has closed, DHL no longer accepts a cancellation. The Pharmacy Portal then shows the carrier’s reason and the shipment stays active. Cancel as soon as you know the parcel should not go out.
  • Pharmacies on the Shiptheory integration cannot cancel through the Pharmacy Portal. Cancel the shipment directly with Shiptheory instead.
  • A cancelled shipment stays visible in the order’s shipment history, marked as cancelled, so you keep a record of what was booked. Its tracking information is no longer reported to the patient, nor served through partner integrations (order webhooks and the partner API).
  • You can book a replacement afterwards. Adding a new shipment to the same order produces a new label with its own shipment reference and tracking number.
If the carrier refuses the cancellation, nothing changes in RxScale — the shipment stays active and the parcel is still on its way.

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Tracking Shipments

After shipping an order, you can track its delivery status from the Pharmacy Portal. Tracking information is typically provided by your shipping carrier and is displayed alongside the order details. Both you and the patient can see the tracking status, so there is no need to manually notify patients about their delivery progress.

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Return Labels

Return-label creation also requires an active Pharmacy Suite subscription. Return labels are available for DHL Paket.
Return policies and processes may vary depending on your organisation’s configuration. Contact your account manager for details about your specific setup.

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Tips for Shipping

  • Double-check addresses. Before creating a shipping label, verify the delivery address is correct to avoid failed deliveries.
  • Ship promptly. Once an order is ready, ship it as soon as possible. Patients appreciate quick delivery.
  • Keep tracking information updated. If there are issues with a delivery, the tracking information helps the support team assist the patient.
  • Processing Orders — How to handle orders from start to finish.
  • Settings — Configure your shipping and other preferences.