DHL Lost Package Handling Process and How Customers Should Assist | Stirlingkit

Dear customer,

We are deeply sorry that your package encountered problems during transportation. If the package is indeed lost, we will do our best to assist you in resolving it as soon as possible. However, your active cooperation is crucial in the process of handling lost packages. Since DHL's lost package investigation and claims settlement takes a certain amount of time, and as a seller, we cannot directly operate DHL's account, your cooperation is the key to our ability to initiate claims, refunds or reissues.

 

Common reasons for DHL lost packages

 

Package loss may be caused by the following reasons:

1. Wrong delivery: The package may be mistakenly delivered to another address or sent to another recipient.

2. Scanning or information update problems: The package may not be scanned correctly or the information may not be updated in time, resulting in the tracking information failing to reflect its actual status.

3. Lost in transportation: The package may be lost or lost during transit or transportation.

4. AWB label problem: If the AWB label is damaged or dropped, the DHL system may no longer be able to track the package.

 

Importance of Customer Cooperation

 

In order to verify whether the package is lost as soon as possible and initiate DHL's investigation procedures, we need your cooperation. The following is the specific information and assistance you need to provide:

1. Provide DHL's confirmation of the lost package

  • DHL's feedback email or screenshot: If DHL has confirmed that the package is lost or misdelivered, you need to provide us with DHL's email or screenshot. This is the key evidence for subsequent processing.

To help us address this matter more effectively, kindly provide the following:

  1. DHL Notification of Lost Package: Please share a screenshot or email from DHL confirming that the package has been reported as lost. This will assist us in submitting a claim and providing DHL with the necessary details.

  2. Your Previous Communication with DHL: If you have any written communication with DHL, such as emails, chat records, or other documentation, please send those as well. This will allow us to communicate more accurately with DHL.

Once we receive these details, we will promptly submit a claim via our DHL account and follow up on the case.

- Claim/ticket ID: If DHL has given a Claim/ticket ID, please be sure to provide this number so that we can further inquire and handle it.

2. Provide detailed information about the package
Please make sure to provide the following information:

- The tracking number of the package (AWB number).

- Your receiving information: including the recipient's name, address, contact information, etc.

- A detailed description of the package contents: such as the items in the package, weight, size, etc.

3. Assist DHL to provide necessary photos
If DHL requires photos of the outside of the package (especially the AWB label part), please try to provide clear pictures. This will help speed up the investigation process.

4. Actively cooperate with DHL's investigation
- Communicate with DHL Customer Service: If the package is lost or misdelivered, you need to contact DHL's local customer service department to obtain a complaint number or Claim/ticket ID. We cannot contact DHL directly on your behalf, so please ensure that relevant information is fed back to us in a timely manner.

5. Wait for DHL's investigation results
- DHL takes some time to process the lost package investigation: Please understand that DHL's lost package investigation and claims procedures take some time, and the investigation process may take several days to weeks, depending on the complexity of the case.
- If the package is found: DHL will continue to arrange for the package to be delivered and you will receive the package as soon as possible.
- If the package cannot be found: DHL will transfer it to the compensation department, and we will apply for compensation or refund for you according to DHL's claims policy.

 

Seller's responsibilities and customer cooperation


- Seller's role: As a seller, we are responsible for submitting claims for lost packages to DHL and assisting in the follow-up of the case. However, since DHL's shipping account is opened by us, DHL's system requires that claims must be made through our account, so we cannot independently handle compensation or refunds. We need you to provide complete information and materials so that we can file a claim with DHL.
- Customer cooperation: All the information you provide (including screenshots of DHL's confirmation email, Claim/ticket ID, package photos, etc.) is the key to whether we can successfully initiate the claim process. Without this information, we cannot submit a claim request to DHL, nor can we refund or reissue your package.

Refund or reissue processing time
- Claim processing time: DHL's lost package claim and investigation process takes a certain amount of time, usually 7-30 working days, depending on the case. During this period, DHL will keep in touch with us and we will promptly feedback to you on the progress.
- Refund or reissue arrangement: Once DHL confirms the loss of the package and accepts the claim, we will arrange a refund or reissue for you based on the actual situation. If the package is found during the investigation, we will ensure that it is delivered to you as soon as possible.

 

Warm Tips


- Contact DHL as soon as possible: If you find a problem with the package, please contact DHL customer service as soon as possible and provide the Claim/ticket ID or complaint number to speed up the processing.
- Provide information in time: Please provide us with DHL feedback, Claim/ticket ID, photos of the lost package and other information as soon as possible to ensure that we can handle the follow-up in time.
- Wait patiently: Since the investigation of lost packages takes time, please wait patiently and we will do our best to follow up on the progress of the case.

 

communication template for customers to contact DHL regarding a missing package

 

Subject: Inquiry About Missing Package - Tracking Number: [Tracking Number]

Dear DHL Customer Service,

I hope this message finds you well. I am reaching out regarding a package that shows as "delivered" in the tracking system, but I have not received it. I kindly request your assistance in verifying the delivery status and providing an update on the investigation.

Below are the details of the package:

  • Tracking Number (AWB): [Tracking Number]
  • Sender Information:
    • Name: [Sender's Name]
    • Address: [Sender's Address]
    • Phone Number: [Sender's Phone Number]
  • Recipient Information:
    • Name: [Recipient's Name]
    • Address: [Recipient's Address]
    • Phone Number: [Recipient's Phone Number]

Issue Description:

  • The tracking information indicates that the package was delivered, but I have not received it. Please assist in verifying the delivery details, especially to confirm whether the recipient was myself or an authorized person.
  • I have checked the delivery location and surrounding area, and the package has not been found.

Request:

  1. Please verify the delivery records and provide any available photos or other verification details.
  2. If the package was not successfully delivered, kindly provide further action or investigation details.
  3. If the package is confirmed to be lost, please provide the Claim/ticket ID (claim number) for further follow-up.

Thank you for your attention to this matter. I look forward to your prompt response.

Best regards,
[Your Name]
[Your Contact Information]

Thank you for your understanding and cooperation. If you have any questions or need further help, please feel free to contact us.

Wish you all the best,
Stirlingkit
service@stirlingkit.com