For shipments via DHL Parcel and DPD, we need to request the carrier to initiate an investigation. For these two 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 or ask our backoffice team for a filled in non-receipt form via support@ewarehousing.nl. Send the completed non-receipt declaration along with the invoice of the order to 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 DHL Express, UPS and FedEx, a different process applies.
To initiate an investigation for shipments made with these carriers, send an email to our backoffice (support@ewarehousing.nl).
- For UPS, an investigation must be initiated within 60 days after the goods are shipped.
- For DHL Express, 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.