Paazl experienced a minor incident on May 15, 2025 affecting DHL Parcel (E-Commerce), lasting 1d 4h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified May 15, 2025, 03:39 PM UTC
At this moment the DHL Parcel keyword identifiers for a PUDO delivery are not being processed correctly. This may affect the label generation via third-party logistics (3PL) providers. In cases where the label has already been created, affected parcels may be redirected to the recipient’s home address instead of the intended service point. Our team is actively working on a solution and will provide updates as soon as more information becomes available.
- monitoring May 16, 2025, 02:16 PM UTC
We have created a fix for this. All orders that were already entered in Paazl but did not yet have a generated label now have a corrected keyword identifier, and all new orders will be processed as usual.
- resolved May 16, 2025, 08:32 PM UTC
This incident has been resolved.
- postmortem May 19, 2025, 10:54 AM UTC
Last week, we deployed an endpoint migration at around 11:30 on Tuesday 13 May. On Thursday, we discovered that the migration had caused an unexpected response. As a result, PUDO shipments for DHL Express Ecommerce \(DHL For You and DHL Parcel Connect\) received an incorrect keyword identifier. The impact was that 3PLs received incorrect keyword identifiers and were unable to generate labels. Of the labels that could be generated, DHL was unable to recognise the identifier, resulting in shipments being re-routed to the recipient's home address, which caused potential delays. To resolve the situation, Paazl implemented a fix on Friday 16 May at around 15:30, additionally we updated committed orders that had not yet been shipped in the Paazl portal by overwriting the incorrect keyword identifier with the correct version.