If you're using DPD with Shippo’s carrier account and your DPD shipment is lost or damaged, then you can submit a shipping claim to our customer support team.
|
Note: Please note, if your DPD label was purchased through Shopify in order to initiate the claims process on any loss or damaged parcels please reach out to Shopify's 24/7 customer support. You may also review additional details here- Getting Support or Filing a Claim for Shipments Created via Shopify Shipping. |
Loss or Damaged Parcels
Included insurance coverage for DPD shipmentsDPD offers coverage for lost and damaged packages up to a maximum of £100 GBP plus the associated postage fees.
- If additional insurance was purchased through our third-party provider, XCover, please reference “For packages insured by XCover.”
Submit a claim for lost or damaged DPD shipments
If your DPD shipment is lost or damaged, then you need to submit your claim as soon as you discover that a package was lost or damaged. DPD needs to receive notice of a claim within 14 days from the date of shipping. Shippo also needs time to process and direct your claim to DPD before the liability period expires, with the full information requested below.
NOTE: DPD will not accept claims on parcels containing liquids, alcohol, or perishable goods.
Note
Claims for late shipments aren't supported.
To initiate a shipping claim with DPD, contact Shippo customer support and Include the following information with your claim request:
- A description of the contents
-
For damaged packages, a description and clear pictures of any damaged items and packaging:
- One photo clearly showing the damaged product.
- One photo showing the condition of the internal packaging.
- One photo showing the condition of the external packaging.
-
One photo that clearly shows the DPD label affixed to the external packaging.
- Please note: DPD requires all of these photos, and a claim will not be permitted if the above photos cannot be supplied, with the exception of DPD disposing of the parcel rather than delivering/returning it.
-
An invoice in PDF format that includes the following information:
- parcel tracking number
- your name
- customer name
- product name
- product quantity
- cost of your products (how much you paid for the product)
- the percentage markup for the retail cost of the product
For lost packages that are marked as delivered, a Denial of Receipt (DOR) is issued to your customer by DPD. Your customer will have 14 days to complete and return the DOR to DPD otherwise the claim will be closed.