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 (start from the date of delivery) |
PostNL |
15 |
Fastway |
30 |
GLS |
45 |
SEUR |
60 |
UPS |
60 |
DPD AT |
6 months |
Colis Prive |
6 weeks from the day the carrier received the parcel |
Hermes GB |
30 |
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 services will check and provide you with the POD if available.
- UPS you can download the POD on the UPS page
- DPD_PL / Packs / Post NL / Colis Prive / HR Parcel / STRECK / Ceska Posta/ Bpost: No POD available.
- If your end customer has signed an ATL (Authority to Leave) with the carrier, we cannot claim this and the custAuthority to Leaveomer will bear the cost of the loss.
Note: VidaXL has agreed to ATL with Aramex-AU-formerly known as Fastway/Aramex–UAE/Bring/DirectFreight/DPD CH/ Evri formerly Hermes UK/ GLS DK/Purolator/Toll/UPS-US.
Step 6
Provide the POD (If available) to your end customer and request them to check with neighbours and to fill the non-receipt form if the package cannot be found.
Note: The non-receipt form should be filled in with handwriting. If the customer cannot print the NRG form, they can write the content of the form by hand and send it back to us.
For parcels shipped with DPD(except DPD RO) ,GLS DE, GLS AT, GLS BE, GLS DK, GLS EU, SEUR, Hermes UK, Post NL, Bpost, Yodel UK, ColisPrive and Packs and Mondial Relay specific non receipt forms are required. You can download the forms by yourself below.
Non-receipt-form
Step 7
Send the filled in document to dropshippingXL customer services, who will confirm the solution applied.
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 no return is necessary, the refund will be issued to your Wallet and you can refund your end customer.
Step 8
Confirm the solution to your end customer.