Every e-commerce business relies on shipping carriers like DHL to deliver a seamless customer experience. But despite the best logistics and safeguards, things don’t always go as planned. Packages get damaged, and shipments might go missing, and suddenly, you’re dealing with frustrated customers and revenue losses.
When this happens, you might assume the loss is yours to absorb. But that’s not the case. Refunds and compensation exist for a reason. Yet, many businesses either don’t claim what they’re owed or find the process too complicated to follow through.
Fortunately, DHL has a structured claims process for lost or damaged packages, and if your shipment qualifies, you’re entitled to compensation. The key is knowing how it works, what documentation you need, and how to navigate the process efficiently.
This guide walks you through DHL’s damage claim policy, claim eligibility, and the exact steps to recover costs when things go wrong.
Understanding DHL's Damage Policy
DHL’s shipping services are designed for reliability, but they also acknowledge that transit risks exist. That’s why they have a comprehensive damage and loss claim policy built to support businesses when shipments don’t arrive as expected or get lost during transit.
Here’s what you need to know about DHL’s damaged package claim policy before filing a request:
1. Eligibility criteria
For any international shipment, DHL Express assumes responsibility for the shipment once you deposit it with their courier partner or any of the retail points.
If this shipment is damaged due to mishandling or any mistakes during the international shipping process, you can claim reimbursement or compensation for the damaged goods.
Here’s what can qualify for a damage claim-
- The package was delivered with visible physical damage: tears, dents, or water damage, which can indicate mishandling during shipping.
- The claim was submitted within the eligible time frame, i.e., 30 days from the shipping date.
Similarly, when you ship a package with DHL Express, you get an estimated delivery date along with shipment tracking details. However, if the package doesn’t reach the customer by the expected delivery date and the tracking does not show any progress for more than a day, you can contact DHL’s customer service.
Depending on whether the shipment is located, you may be eligible for a claim for total shipment loss (the shipment cannot be located) or partial shipment loss (shipment is received, but certain items are missing).
2. What doesn't qualify for a claim?
Certain scenarios can lead to a denied claim:
- The damage was caused by external factors beyond DHL’s control (e.g., extreme weather, natural causes, customs inspections).
- If the item had a defect or was prone to breakage (e.g., glassware).
- Electrical or magnetic damage to electronic shipments.
3. Time limit for filing a claim
To be eligible for a DHL damage or loss claim, you must submit the claim request within the given timeframe.
- All loss or damage claims must be submitted within 30 days from the shipping date.
- If the shipment was covered by the Money Back Guarantee, you must submit the claim within 14 days.
- If the package looked fine externally but the product inside was damaged, you can report and claim such hidden damages within-
- 7 days after receipt of goods that were in the warehouse or transported by road
- 14 days after receipt of air cargo goods
- 3 days after receiving the goods, they were transported by sea.
4. Documents required for a successful claim
To initiate a damage or loss claim with DHL, you need to submit the following documentation to establish the value of goods and help DHL assess your claim properly.
- Tracking number
- Shipping receipt and label
- Original invoice or receipt of purchase
- Photographs of damaged items (wherever applicable)
Steps to File a Damage Claim
Dealing with a damaged or lost shipment can be challenging, but understanding the correct procedure to file a claim with DHL can streamline the resolution process. Here’s a step-by-step guide:
1. Inspect and track the shipment
Before submitting a DHL damage claim, a thorough inspection of the shipment is necessary for faster and more accurate resolution. Check for the following things when you suspect a damaged shipment-
- Visible damage on packaging: Check for any wear and tear, dents, or water damage on the packaging that indicates mishandling.
- Item count: Verify the number of items in the shipment received against the shipment papers to ensure nothing is missing.
- Product damage: If the packaging is fine, see if the product is damaged in any way.
Additionally, make sure to continuously track your package or freight to keep on top of the shipment during transit. For this, visit the DHL website, enter your tracking number, and check the status of your shipment. If the tracking has not shown any progress in more than a day, you can contact customer support for lost freight.
2. Document the issue
Accurate documentation plays a key role as evidence when claiming compensation for your damaged or lost goods. Depending on the situation, this is how you can document the issue-
For damage claim: Share images of the exterior and interior of the package, including a description of the items, how everything was packed, and the condition of the package upon receipt. To offer a better understanding of the damage and determine its potential causes, it can help to capture and share pictures of the box before shipping.
For loss claim: The process of claims for lost freight can differ from damaged shipments due to the lack of physical evidence. So, it is always a good idea to capture pictures of the interior and exterior of the package before shipping it.
Now, if the shipment gets lost, the Air Waybill (AWB) label might have been detached or damaged. Documenting those photos and accurate package details during the claims process will help search for them more effectively.
3. Contact DHL customer service
Upon discovering the damage, promptly connect with DHL customer service to inform them of the issue.
You can file a claim by contacting customer service or through DHL’s website. Once contacted, you’ll be required to provide the 10-digit AWB number and verify your role as the sender. Plus, you’ll need to submit the necessary documentation mentioned earlier, as well as details of the package.
Make sure the information you share is accurate and highly detailed to ensure a smoother and quicker claims process.
But if you’re managing multiple claims, manually filing complaints and sharing documentation can be tedious. LateShipment.com automates this process as it integrates with popular shipping carriers such as DHL, FedEx, and UPS, and tracks all your shipments for service failures, and files claims on your behalf.
Our Parcel Audit and Shipping Refund software will report lost or damaged shipments, initiate refund recovery, and share claims documentation automatically.
4. Await investigation
Once you submit the DHL damage claim, customer service will lodge a ‘trace’ and initiate an investigation into the issue. This involves coordinating with all the service points in the transit network to get more details and pictures to verify the claims.
5. Follow-up and resolution
The follow-up and resolution process can vary for damaged or loss claims.
For a damage claim
- You can expect an update from a DHL Express representative within 3 days of submitting the claim.
- If the claim is approved, it will be shared with the Claims Department, where you will be required to fill out a claims template form and return it to the customer service agent.
- Once the form is reviewed, DHL’s team will reach out to you with a resolution.
For a loss claim
- If you’re worried about a lost shipment because tracking shows no progress, it is highly possible there is a standard shipping delay. Once you raise the claim, the customer service agent will update you on the current status and share potential reasons for the delay.
- If parts or entire shipments are suspected to be missing, you will receive regular updates on the investigation.
- If the package is located, the AWB will be reattached, and you can track the shipment as usual.
- If the package cannot be found, the claim will be forwarded to the Claims Department for resolution.
And if you’re tired of manually tracking and following up on your damage claims, let LateShipment.com handle it seamlessly. Our intelligent software will automate follow-ups and escalate the issue to ensure you get your money back!
Common Challenges and Solutions
Filing a damaged or lost package claim with DHL is straightforward, but you might run into roadblocks that delay or complicate the process. Here are some of the most common challenges and how to address them effectively.
1. Incomplete or incorrect documentation
When you’re documenting the issue, missing invoices, unclear photos, or incorrect shipment details can lead to claim rejections or prolong the processing times.
So, to make sure the claims process isn’t affected because of incorrect documentation, always keep a copy of the original shipping label, invoice, and packing list before dispatch and ensure all the package details are accurate and match the submitted claim.
Besides, take clear, high-quality photos of the package before shipping and immediately after discovering the damage to help expedite the DHL damaged package claims process.
2. Delayed reporting
Every carrier, including DHL, has strict time limits for filing claims. Missing these deadlines can result in automatic denial. As a result, make sure to initiate the loss/damage claim as soon as possible once tracking shows an issue within 30 days of shipment.
With intelligent platforms like LateShipment.com, you don’t have to worry about missing claims deadlines. Let automation take over to quickly track lost or damaged shipments and file refund claims instantly.
3. Packaging issues
If a shipping service determines that the damage to your package occurred due to inadequate packaging, they may reject your claim, even if the item was damaged in transit. To avoid this, use high-quality packaging material like sturdy boxes, protective padding, and cushioning to keep the shipment safe during transit and prevent impact damage.
4. No follow-ups
After submitting the claim, if you assume DHL will handle the rest, you might be in for a big surprise. If there’s no follow-up, you won’t be able to track the progress, and claims can get delayed.
This is why it becomes necessary to check the claim status regularly and follow up with DHL’s customer support if you don’t receive updates within the expected timeframe. Moreover, If your claim is denied, ask for clarification and, if necessary, provide additional documentation to support your case.
You can rely on automated software like LateShipment.com to automate follow-ups and ensure faster claims redressal in case the claim is denied.
Conclusion
Dealing with damaged or lost shipments can be frustrating, especially when it disrupts your business and customer experience. While you have a structured DHL damage claims process, navigating it can still be time-consuming, requiring meticulous documentation and follow-ups.
So why do it at all? Let LateShipment.com take care of it! Our Parcel Audit and Shipping Refund software automatically monitors your DHL shipments for service delays, including late deliveries, damages, and lost packages.
Our intelligent software will identify eligible refunds and file claims on your behalf, ensuring you recover revenue that would otherwise go unnoticed. No manual work, no back-and-forth with carriers. Just seamless audits, automated claims, and maximum refunds for your business.
