For shipments via DHL, PostNL, and DPD, we need to request the carrier to initiate an investigation. For these three carriers, an investigation must be initiated within 30 days after the delivery scan.
To initiate an investigation, we require a signed non-receipt declaration from the recipient along with the invoice of the order.
Different non-receipt declarations are available for each carrier and country, which you can find attached to this article.
Please ask your customer to fill out this non-receipt declaration by hand. Send the completed non-receipt declaration along with the invoice of the order to eWarehousing via support@ewarehousing.nl.
It is important that the order number is in the subject line, and in the email, state the reason for initiating an investigation. We will keep you informed of the progress of the investigation.
For shipments via UPS and/or FedEx, a different process applies.
To initiate an investigation for shipments made with these carriers, send an email to our back office (support@ewarehousing.nl).
- For UPS, an investigation must be initiated within 60 days after the goods are shipped.
- For FedEx, an investigation must be initiated within 30 days after the first physical scan at FedEx.
Again, it is important that the order number is in the subject line, and attach the invoice of the order to the email. State the reason for initiating an investigation in the email. We will keep you informed of the progress of the investigation.