When an incident occurs while in transit (after the point of shipping) for packages shipped by DCL, customer must reach out to the Order Support Group (OSG) to start an investigation. Reach out to OSG via email only: [email protected].
Use Cases: See below for the list of incidents to be reported to OSG on in transit shipments.
No tracking movement after 7 days
Lost shipments
Non-Receipt acknowledgement from the end consignee
Shortages (noted on Proof of Delivery (POD)
Damages (noted on Proof of Delivery (POD)
Note: If you are looking for the delivery status of an order, please review that on the carrier's tracking website first. It is DCL Customer’s responsibility to review latest delivery status request. They should not be asking OSG for delivery status update for all packages. If an issue or incident is recognized, follow the protocol below for resolution.
Claim Requirements by Carrier
Carrier | Requirements/ Restrictions |
FedEx | n/a |
UPS | n/a |
USPS | A claim cannot be submitted with USPS for loss, shortage or damages reported if the package did not ship with insurance |
DHL Global | Claims can only be submitted after 21 business days and before 60 days from the last scan. |
OSM | OSM only accept claims for packages that have not received scans in over 30 days and that have OSM scans only. |
Passport | To be eligible for claims they must have signed during Passports onboarding process with their insurance policy provider. |
How to Report a Small Parcel Incident
Below are the steps to take to report this type of incident and submit a claim to the carrier.
Notify the Order Support Group (OSG) via email [email protected].
Include the following information when notifying your team:
Order number
Ship date
Carrier name
Tracking number
Proof of Cost of Goods
Phone number and email of recipient
DCL OSG will initiate an investigation with the carrier, on a case-by-case basis. This is only done, per request. OSG will reach out to you if they need further information or documentation.
Tracking Your Claims Summary
When an incident occurs while in transit on packages shipped by DCL and it is reported by the customer then an investigation will be initiated with the carrier per order requested, per email.
The incident needs to be reported to your account manager and the Order Support Group (OSG) in tandem. It is important OSG is always included on incident emails so we can report the status of the investigations.
What to Expect from the Claims Process
UPS Shipments (Small Parcels)
For shortages reported on shipments the AM will conduct an internal investigation to see if the package(s) shipped in full. OSG will get the head start and initiate a trace investigation with carrier. If DCL concludes the package(s) shipped short, then the trace will be closed with carrier. If DCL concludes the package(s) shipped in full, then OSG will proceed with the investigation with carrier and push for a claim. Carrier traces take up to 8 business days and at times longer. If the trace closes successfully with a claim, OSG will reach out and request the original invoice/proof of purchase to submit the claim.
FedEx Shipments (Small Parcels)
For shortages reported on shipments the AM will conduct an internal investigation to see if the package(s) shipped in full. OSG will get the head start and initiate a trace investigation with carrier. If DCL concludes the package(s) shipped short, then the trace will be closed with carrier. If DCL concludes the package(s) shipped in full, then OSG will proceed with the investigation with carrier and push for a claim. Carrier traces take up to 8 business days and at times longer. If the trace closes successfully with a claim, OSG will reach out and request the original invoice/proof of purchase to submit the claim.
USPS Shipments
When submitting an investigation with USPS and inquiry is initiated and that will take up to 10 business days for an update. A claim cannot be submitted with USPS for loss, shortage or damages reported if the package did not ship with insurance. If the package shipped with insurance, a claim can be submitted for missing or damaged shipments. However, this will not guarantee the claim will be paid out.
DHL Global Mail
DHL claims can only be submitted after 21 business days from the last scan. The invoice/proof of purchase and contact information for the recipient is always a requirement. The claim can only be submitted within the allowed timeframe of 60 business days from ship date. The claim is submitted online and when filed an affidavit from DHL gets electronically sent to the consignee to complete. There are instances where DHL requests additional information, such as email communication between seller and buyer, pictures, proof of refund, replacement tracking.
Landmark Shipments
Landmark investigation for a reported the loss/damage are submitted via Email. All details provided by the customer are gathered and sent to Landmark on an email for their assistance and resolution.
OSM Shipments
Please note OSM can only accept claims for packages that have not received scans in over 30 days and that have OSM scans only. We will credit up to $100 of the wholesale cost of the piece. If the package received postal scans a claim would have to be done with USPS. For more details, please reach out to OSG for a claim form.
Passport Shipments
Passport Claims can only be filed by our customers. To be eligible for claims they must have signed during Passports onboarding process with their insurance policy provider. For more details the customer can review this article and/or reach out to the Passport team with questions. https://help.passportshipping.com/hc/en-us/articles/11149978469779-How-to-file-an-insurance-claim
FAQs
What if my order shows no movement?
If an order is labeled by the carrier as "in transit" yet it has had no movement in 7 days, the below actions can be taken. If it has not been 7 days, the issue is still within the hands of the carrier, not DCL.
Check the tracking status on the carrier's website to get the most recent data.
Verify with the consignee if they received the package with no delivery scan recorded.
Reach out to your account manager to check in our system if the package in question returned to DCL as an undeliverable with no delivery scan recorded as well.
If step 1 -3 are taken and order is still being questioned, then an incident report should be escalated to OSG.
What is the best way to track packages real time?
Go to the carrier website for latest and greatest tracking status. Currently, eFactory updates at pulled in via API one time per day at 2am in the morning. It will not have the latest status if there are mid-day updates.
USPS - USPS.com® - USPS Tracking®
DHL Global Mail - Webtrack - Home (dhlglobalmail.com)
Pitney Bowes - Package Search - PB Tracking (shipment.co)
Landmark - Landmark Global | Landmark Tracking