DHL Claims Information

There are some cases where a package may be lost or damaged in transit. For us to file a claim, we need as much information as possible. That information may include the original invoice, an electronic affidavit, pictures of the damaged item(s), and pictures of internal and external packaging. To be fully transparent, we would like to share the claims information directly from DHL with you. To file a claim, please use this Delivery Issue Form and include all necessary information. Please do not provide this link to your customers. This should be filled out internally and if we find it necessary we will reach out directly to your support team. 

Before you begin

• Claims must be filed within 90 days from the ship date of the package. If entered after 90 days, the claim will automatically be denied.
  
  
• For lost domestic shipments, you must wait 21 days from the ship date before you can file your claim. For lost international or APO/FPO shipments, you must wait 45 days from the ship date before you can file your claim. For damaged shipments, there is no waiting period.

What you will need

• A copy of the original invoice to the consignee. This can come directly from your e-commerce channel. 

• A statement from the consignee in one of the two following ways:
  • An online electronic affidavit that can be emailed to the consignee after this claim is filed. This step is performed by the Shipping Pilot Customer Service Team. No action is needed from your team.
  • A screenshot of any emails from the consignee dated on or after the waiting period for the claim and after the most recent tracking update. Please provide is much of the conversation as possible.
    
    
• The consignee statement must include:
  • A description of the item(s). This step is performed by the Shipping Pilot Customer Service Team. No action is needed from your team.
  • A description of the problem. Please verify if the package was lost, damaged, missing items, or something else. 
    • If the parcel was lost, this should include confirmation that the parcel was never received.
    • If the parcel was damaged, this should include a description of the damage and its packaging, a copy of the repair estimate if applicable, and any salvage value if the item is not repairable. If the item is not repairable but still holds a value in its current damaged condition, this value would be the salvage value.
    • If the parcel was shorted, this should include a list of the shorted items.
  • If sent electronically, a signature and date.

• If the parcel was damaged, pictures of the damaged item(s) and pictures of internal and external packaging may be requested.

• If the amount being claimed is greater than $49.99, a copy of the proof of refund or the replacement tracking information will be required.
  • Actual shipping costs may be recovered if they were included in the original invoice to the consignee and if they were declared in the insured value at the time of purchase.