Parcel Damaged by DPD, DHL, UPS or Other Couriers. What to Do?

TL;DR

• If your parcel arrives damaged, file a damage report with the courier immediately, document the damage with photos, and start the claims process.
• For hidden damage discovered later, contact the courier within the timeframe (usually up to 7 days) and follow the claims procedure.
• DHL, DPD, UPS, and other couriers have specific claim processes that require detailed information and proof of value.
• When booking through Eurosender, they handle communication with the courier for you during the claim process, ensuring you provide the necessary details for compensation.

If you received a damaged package, it is important to write a damage report right away. Read more to find out what are the steps to follow to file a claim when DHL, DPD, UPS or other couriers damaged your parcel.

What is a parcel damage report?

A parcel damage report is a written note that the receiver adds to the proof of delivery. It can be either a separate document or a comment written on the Proof of Delivery (POD). A damage report can only be submitted by the receiver upon delivery and in the presence of the courier, as this document needs to be signed by both.

Given that the courier will not be able to stay while you open the parcel, a parcel damage report concerns only those defects that a customer can see on the outer packaging. The parcel damage report does not apply to hidden damages that the customer notices only after opening the parcel. In such cases, the client needs to start a parcel damage claim procedure.

Read more about:

• Why do parcels get damaged
• Who is responsible for a damaged or lost parcel
• What to do when items are missing from the parcel

DHL damaged my package, what now?

If you receive a damaged parcel, you can file a damage report with DHL. To do so, you should contact DHL customer service as soon as possible:

• In case of visible damages: at the time of delivery;
• In case of non-apparent damages or lost items: within 7 days of delivery.

After you contact DHL to report the damaged package, you will need to provide all the required information to submit a claim, such as shipment details, details of the damage and proof of value.

Will I get a refund if DHL damages my package?

If the package you sent with DHL arrived damaged, you are entitled to compensation, following the company’s Terms & Conditions. After filing the claim for the damaged parcel, DHL will evaluate your request and calculate, if applicable, the compensation amount.

Keep in mind that if the package contained prohibited and restricted items, the claim will be rejected.

What to do when DPD damaged my parcel

When you receive a damaged parcel from DPD, follow these steps to file a claim:

1. Ask the DPD courier to write a damage report;
2. Take photographs of the damages;
3. Contact their customer support;
4. Provide all the required information to start the claim.

After you file a damage claim report with DPD, the courier company will evaluate the case.

Report a damaged package with UPS

The claim procedure for a damaged parcel with UPS is done directly online.

1. Ask the courier to write a damage report.
2. File the claim for the damaged package on the UPS website;
3. Provide the shipment details and describe the damages.

After you provide all the information and send the damage claim report, UPS will take on average 8-15 days to process the claim.

What to keep in mind when filing a package damage report with UPS

• Take photos of the damages to serve as proof;
• Provide as many details as possible, especially invoices or other proofs of value;
• Claims will be rejected in case the shipment contains prohibited and restricted items.

How can I file a parcel damage report when shipping with Eurosender?

If you booked a shipping service with Eurosender and the courier damaged your parcel, you can contact our support team to start a claim.

Ask the courier to write a damage report if possible, and contact us as soon as you can. We will send you all the information you need to provide to start a claim procedure.

Our team will handle all the communication with the courier for the claim procedure on your behalf. All you have to do is provide all the required information and documentation and we will update you about your claim.

Things to consider when filing a parcel damage claim

• You will not be entitled to compensation when shipping prohibited or restricted items.
• A parcel damage claim can be filed only by the same person who booked the delivery service.
• If you have received a damaged parcel from an online purchase, turn directly to the seller’s customer service.
• If you have not submitted a parcel damage report upon delivery and fail to prove that the courier company was responsible for the defects, you may not receive any compensation.
• The compensation is calculated based on the insurance coverage and the declared value of the damaged items, considering also amortisation costs. You may also be required to provide proof of the value of the goods, such as an invoice (proforma and commercial invoices are the most used documents for this purpose).
• Take photos upon delivery to prove the damages and the conditions of the parcel.
• Provide as much information as possible to help speed up the calculation of the compensation.

You may also be interested in:

• What to do when my package is lost
• Missing and lost parcels with DHL, DPD or GLS
• How to report a stolen package

How does the claims procedure for damaged parcels work?

1. The parcel damage report is submitted to the company.
2. You will be contacted as soon as possible to ask for all the documents and information to start a claim procedure.
3. Once you provide all the required information, the courier company will process your claim.
4. You will receive a reply about your claim after the courier’s decision, which can take a few weeks up to 2 months.
5. If the claim is accepted, you will get reimbursed for the amount calculated by the insurance.

What to do if the courier leaves before I can ask to file a damage report?

If you had no time to ask to file a damage report, you should contact DHL, DPD, UPS or the courier company you shipped with as soon as possible. You will be required to provide all the information to start a claim procedure for a damaged parcel.

Depending on the company, you can file the complaint using an online form or via mail.

Still have questions?

Check our delivery guides for more information.