When processing orders, you might come across the "Failed to fetch DHL Global Mail rates: Rates service returned error code: 400 {"errorMessage":"JSON validation failed: value must be greater than 0. Hint: /packageDetails/height}" error.


This error is shown when a package (or more) within your orders is missing height information.

Feel free to follow this video guide, or the step-by-step procedure below.

To solve this issue you will have to:

  1. Click the Edit button of the order that contains the box you need to correct

  2. Select the Packaging tab; this tab shows a list of all the boxes included in the order

  3. Add the height of the boxes as required

  4. Press Save to commit the changes