How can I resolve issues with lost DPD parcels?

[Francisco_de_Ma]

I have sent a number of parcels by DPD, shipping was purchased through shopify and the items have gone missing. DPD will not help as they say items were bought through a 3rd party and it's nothing to do with them! They say they have sent the items back to them or me I don't know as they wouldn't tell me. Does anyone have a solution?? 

thank you

[Victor · Accepted solution]

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.