When your customer reaches out to you, we recommend performing the following checks:
- Ask your customer to check the delivery status via track and trace. The courier may not have arrived yet, or the parcel could be delayed.
- Track and trace shows the delivery status for Agreed Place. If the courier decided not to leave the parcel, this will be noted in the details section.
- If track and trace indicates that delivery was unsuccessful, the courier will leave a missed delivery notice. Your customer can use this to check the next delivery attempt in the My DHL app or track and trace. Be sure to ask about this when speaking with your customer.
- If the My DHL app or track and trace shows that the parcel was delivered to the agreed place, but your customer says it is missing, contact DHL customer service. We record every delivery (including a photo) and can investigate the delivery status further using our additional data.