How can I resolve issues with lost DPD parcels?

Payments + Shipping & Fulfilment

Topic summary

Parcels sent with DPD using Shopify-purchased labels went missing. DPD declined direct assistance, citing third‑party purchase, and did not clarify whether parcels were returned.

Resolution path: If the label was bought via Shopify Shipping, contact Shopify Support to file a lost/damaged claim. Claims must be submitted within 14 days from the date DPD accepted the shipment; merchants are advised to contact Shopify within 10 days so support can escalate to the shipping team in time. In the UK, late claims are not accepted because DPD does not guarantee shipping times.

For a lost‑package claim, prepare:

  • Tracking number and shipping date
  • Customer name and address
  • Product description
  • Total merchandise cost being claimed
  • Proof of value (merchant invoice, not retail price)
  • DOR (Denial of Receipt) signed and dated by the customer

For damage claims: provide the above (minus the DOR) plus photos showing internal and external package damage.

Status: Actionable guidance provided; outcome not confirmed, discussion effectively open pending claim submission.

Summarized with AI on February 3. AI used: gpt-5.
2

Hi @Francisco_de_Ma ,

If you have bought a DPD shipping label via Shopify Shipping and the package has been lost or damaged, then you can contact our support team directly to submit a claim. Please be aware that lost or damaged claims must be submitted within 14 days from the date the shipment was accepted by the carrier, so we recommend that merchants get in touch with Shopify within 10 days of this date. Our team can then escalate this to our shipping department in order for the claim to be submitted in time.

Please also note that late claims for DPD are not accepted in the UK as DPD do not guarantee shipping times. When getting in touch to submit a claim for a lost package, you’ll want to provide the following:

  • Tracking number
  • Shipping date
  • Customer name
  • Customer address
  • Product description
  • Total merchandise cost being claimed
  • Proof of value (e.g. an invoice showing what you as a merchant paid for the products, not the retail cost paid by the customer)
  • A DOR (Denial of Receipt), signed and dated by the customer

For damage claims, you’ll want to provide the above (minus the DOR) and instead provide images showing the damage both to the inside and outside of the package.

I hope this helps but please let me know if you’ve any further questions.

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