DHL

giwood

Hi,
Has Anyone had a problem with DHL, I dropped off a parcel on 30/11/20 at one of its service points (local shop) the following day DHL called there to collect but the shop no longer had it.
After many emails to various sections they have sent me 2 claim forms 1 for me to complete & another for my recipient this was an item I sold on eBay and the recipient is refusing to fill out the disclaimer due to "data being collected from them" DHL have said unless get both forms back then they will not pursue my claim for the loss.
I have no control over my recipient completing the form DHL need & they have only given me 7 days to get all the paperwork back to them or they will close my claim down.
Paypal have told me that as long as I have the receipt/proof of postage then no refund will be given to the buyer, on the other hand the buyer is telling me they have been told that they will get a refund.
I’ve even contacted the CEO of DHL & they have just referred me back to the claims team.
I’m just wanting to know where I need to go next with this as I’m getting nowhere with anyone especially DHL and it appears that I could be out of pocket with everyone?

Regards,
Geoff

theonlywayisup

giwood said:

Paypal have told me that as long as I have the receipt/proof of postage then no refund will be given to the buyer, on the other hand the buyer is telling me they have been told that they will get a refund.
I’ve even contacted the CEO of DHL & they have just referred me back to the claims team.
I’m just wanting to know where I need to go next with this as I’m getting nowhere with anyone especially DHL and it appears that I could be out of pocket with everyone?

Paypal have advised you incorrectly.  The buyer will get a full refund if they open an INR (item not received) case and you cannot provide proof of delivery viewable online. 

I do not know the claims process with DHL but if the item has gone missing after the shop deposit and before shop collection then I would submit the form from the seller and tracking showing the loss is at the shop and highlight that this is not the shop or address relevant to the buyer, but the depositing shop. 

Sandtree

DHL will want a declaration from the recipient that they never received it to eliminate the highly unlikely possibility that despite not tracking that the parcel did make its way through the system.

I would certainly be asking the buyer what they are concerned about? DHL will already have all the personal details like name and address etc as that was necessary to arrange the intended delivery and the rest will just be a declaration.

giwood

Many thanks for the advice, I have gone back to the buyer let’s see if it helps 🤞