1. Introduction
This manual outlines how to manage orders, delivery issues, returns, and claims with DPD. It provides step-by-step instructions to work efficiently with DPD and offer the best support to customers.
2. General Information
Works with Track & Trace Codes and DPD Insights.
Investigations can be initiated through DPD Shipper.
Non-receipt declaration and neighbour check for incorrect delivery claims.
Claims are processed in DPD claims overview.xlsx
Contact with DPD is via phone or email.
3. Order Management & Tracking
Order Not Arrived: Check Track & Trace, GPS location, and POD data.
Delivered but Not Received: Start an investigation and ask the customer to check with neighbours.
POD Signed, But Customer Claims It’s Not Their Signature: Initiate a non-receipt declaration and review customer history.
4. Claims & Refunds
Ask the customer whether they want to receive the package again or request a refund.
If a missing package is confirmed, process the refund 48 h after you have received the document of non receipt
Keep all claims recorded in DPD claims overview.xlsx
5. Returns Management
Check if the package is marked as "return to sender".
Verify the Customer Cases.xlsx file to confirm the return status.
If necessary, contact the returns department for further handling.
6. Contacting Logistics Partners
Contact DPD by phone if a package is reported missing.
Regularly check and update relevant files.
7. Best Practices for Quick Issue Resolution
Always check Track & Trace before taking action.
Allow at least 48 h before initiating a reorder.
Mark tickets as resolved when updates are available.
Keep track of all claims and returns in respective files.
Collaborate: Address open cases from colleagues when necessary.
Link to Dutch DHL Manual DHL 1.docx
Below, a translated version in English
DHL MANUAL — VONROC
1. Introduction
This manual explains the workflow for handling shipments with DHL. The following sections detail the correct steps to resolve cases as efficiently as possible with both DHL and the customer.
2. General Information (DHL Platform)
Dashboard
The dashboard allows you to select six different sections to work from in an organized manner. The two most important sections are: Shipments with Exceptions and Tickets with Updates. You can customize the dashboard by clicking "Edit Dashboard" and selecting the preferred sections.
Shipments
In the "Shipments" section, you can find all orders registered with DHL. Use the search bar to look up an order using the order number (Marketplace number), track and trace number, or customer name. You can also find shipments using the general search bar.
Once you locate the shipment, you will see the general details. For more information, click “More Details”, where all available data on the shipment can be accessed.
Reports
In the reports section, you can pre-check whether there are any issues with shipments. If an exclamation mark appears next to a shipment, there may be a problem with the delivery. You can then open the shipment details and check the track and trace information to identify the issue.
Tickets
In the “Tickets” section, you can find all created tickets. Select the appropriate status to view all open tickets.
Check open tickets several times a day to ensure that all unresolved tickets are addressed. If a colleague is absent, handle their open tickets as well. If a ticket is updated by a colleague, provide feedback to ensure smooth communication.
Open tickets should be addressed within one day by DHL.
Regularly review closed tickets and mark them as resolved when completed.
3. Work Instructions
Detour (Return Shipments)
If a package cannot be delivered or is refused by the customer, it will be returned to us. This is usually indicated in the track and trace.
Steps for handling a Return Shipment (Detour):
Check the Track & Trace
If a package is being returned, it will typically be marked as "Return to Sender".
Verify the Customer Cases File
If the order appears in the file: The package has been returned, and the case should be processed from there.
If the order is not yet in the file but appears as "Return to Sender" in track and trace: Contact the returns department for further action.
Processing DHL Claims
When DHL initiates an investigation into a package and determines that compensation is warranted, the case must be recorded in the DPD Claims overview.xlsx file.
Claim Processing Steps:
Open a ticket to start the investigation.
DHL conducts the investigation.
Investigation completed: If compensation is approved, proceed to the next step.
Log the claim in the DPD Claims overview.xlsx file.
In Between (Waiting Period for Shipments)
Avoid creating a new order too quickly. Our goal is to ship an order the same day it is placed.
DPD or DHL receives the order and ships it either the same day or, at the latest, the next day. However, in some cases, shipping may take longer. This occurs because DPD and DHL first sort packages by size. Large packages are separated and sent to another location before they are scanned and shipped.
Therefore, it is important to wait up to three days before taking further action. Only if no movement is seen in tracking after this period should a reorder be created.
4. BOL.COM (Delivery Issue Process)
Retrieving General Information
When a customer reports that their order is marked as delivered in track and trace, but they have not received it, follow these steps:
Search for the order in DHL using the BOL order number.
Open the shipment by clicking on the dispatched order.
Review the general information of the order.
For detailed shipment data, click “More Details”.
If the package was delivered to a Parcel Shop, this information will be listed under the delivery address.
If the issue is identified, communicate this information to the customer.
Opening a Ticket with DHL
If the problem cannot be resolved, you need assistance from DHL. In this case, open a ticket.
Steps to create a DHL Ticket:
Click on the ticket symbol in the dashboard.
Select the reason (1), enter a subject (2), and describe the issue (3).
If necessary, attach relevant files and additional details.
Once submitted, a ticket number will be generated.
Record the ticket number in Freshdesk as a note.
When an update is available, it will be visible to the entire team in the dashboard.
If a colleague opens the ticket, it will no longer be visible in your dashboard.
Regularly check ticket statuses in DHL to ensure timely resolution.
Once the issue is resolved with both DHL and the customer, mark the ticket as completed.
If specific colleagues are absent, ensure that their tickets are also reviewed and handled accordingly.