Step 3
Check if the tracking number is delivered and check the claim period for the relevant carrier below.
Claim period (for disputed delivery)
Carrier |
Claim period |
Aramex AU |
30 business days from the latest update date. |
Bpost |
30 calendar days from the latest update date. |
Bring |
1 year from the activation date. |
Ceska posta |
1 year from the latest update date. |
Colis Prive |
6 weeks from the activation date. |
DirectFreight |
90 calendar days from the label printed date. |
DPD NL |
1 year from the latest update date. |
DPD DE |
1 year from the latest update date. |
DPD CH |
30 calendar days from the latest update date. |
DPD PL |
PL: 1 year from the latest update date. Other countries: 30 calendar days from the latest update date. |
DPD AT |
AT: 6 months from the latest update date. Other countries: 12 months from the latest update date. |
DPD RO |
6 months from the activation date. |
DPD HU |
6 months from the latest update date. |
DPD SK |
SK: 30 calendar days from the latest update date. Other countries: 21 calendar days from the latest update date. |
Evri |
28 calendar days from the label printed date. |
GLS AT |
1 year from the latest update date. |
GLS BE |
1 year from the latest update date. |
GLS DE |
1 year from the latest update date. |
GLS DK |
6 months from the latest update date. |
GLS EU |
45 calendar days from the activation date. |
Packs |
30 calendar days from the latest update date. |
PostNL |
30 calendar days from the latest update date. |
Purolator |
9 months from the activation date. |
Sending |
30 calendar days from the latest update date. |
SEUR |
1 year from the latest update date. |
UPS US |
60 calendar days from the latest update date. |
Yodel |
14 calendar days from the latest update date. |
For the rest of the carriers, there is no claim period required.
Note: Please advise your customers to claim non-receipt as soon as possible and preferably within the carrier’s claim period. This allows for a faster and better answer from the carrier.
Step 4
Contact dropshippingXL customer services and include:
- Order number
- Missing parcel reference (SKU + tracking number)
- Reason: disrupted delivery
- Expected solution: replacement or refund
Note: if the customer chooses a refund and the product is composed of several boxes which are already in transit or delivered, they will have to be returned to vidaXL before a refund is issued.
Step 5
dropshippingXL Customer Service will check and provide POD (if it’s available).
Note:
- UPS: you can download the POD on the UPS page.
- If your end customer has signed an ATL (Authority to Leave) with the carrier, we cannot claim this, and the customer will bear the cost of the loss.
Step 6
Provide the POD (if available) to your end customer and request them to check with neighbors, and to fill out the Non-receipt Form if the package cannot be found.
There are two ways to fill out the Non-receipt Form depending on the carrier:
- Non-receipt Form via attachment.
Note:
- The signature of the Non-receipt Form must be handwritten. (Except Non-receipt Form via Adobe Acrobat.)
- If the customer cannot print the Non-receipt Form, they can handwrite the content of the form and send it back to us. (Except DPD NL as they don’t accept such file.)
- For carriers SEUR, DPD AT, DPD CH, DPD DE, DPD HU, DPD NL, DPD PL, DPD SK, and Packs, if parcels in the same order are dispatched or delivered on different dates, each parcel should fill in a separate NRG form.
-
The carrier-specific Non-receipt Form must be used when applicable. You can download the forms by yourself below.
Non-receipt-form
- Non-receipt Form via Adobe Acrobat: Only applicable for below carriers. See manual
here.
AU |
Aramex AU, DirectFreight, Toll |
UAE |
Aramex - UAE |
IT |
Bartolini |
NO |
Bring |
RO, BG, GR |
DPD RO |
CA |
Purolator |
JP |
Sagawa |
ES, PT |
Sending |
US |
UPS |
Step 7
- Non-receipt Form via attachment:
- You need to send the completed document to dropshippingXL Customer Service, who will confirm the solution applied.
- Non-receipt Form via Adobe Acrobat:
- We will reach out to you proactively to confirm the solution applied. If not, please contact dropshippingXL Customer Service for more info.
Replacement:
This will be shipped directly to your end customer and the new tracking number will be visible in Order History when available.
Refund:
If a return is necessary, instructions will be provided, and the refund will be issued to your Wallet once the return tracking is active.
If a return is unnecessary, the refund will be issued to your Wallet directly, and you can refund your end customer.
Step 8
Confirm the solution to your end customer.