Guide to submitting a claim for lost and damaged shipment

Dealing with lost freight or damaged shipment can be a frustrating experience, but knowing how to navigate the claims process can make all the difference. At DHL Express, we are dedicated to ensuring a smooth and efficient resolution for our customers. Our claims process is designed to be straightforward and supportive, guiding you through every step to help resolve any issues quickly. In this guide, we’ll walk you through how to submit a claim for a lost or damaged shipment, so you can feel confident that your concerns will be addressed promptly.

Preparing to submit your claim

Handling a claim for a lost or damaged shipment can be stressful, especially when dealing with international tracking and shipping. However, understanding how to properly submit a claim is crucial, as it ensures you receive the resolution and compensation you deserve, reducing the stress and inconvenience of these situations. Here’s what you need to know to prepare your claim effectively. 

Who pays for damaged shipment? 

For international shipping in Cambodia, DHL Express assumes responsibility for your shipment as soon as it is handed over to our courier or deposited at any of our retail points. If damage occurs due to mishandling or errors during the overseas shipping process, we will handle the reimbursement or compensation.

Rest assured that we are dedicated to service excellence and ensuring a satisfactory resolution in every case.

Essential documentation for a successful claim

To initiate a claim with DHL Express, you must provide necessary documentation. This includes:

• Tracking number
• Shipping label and receipt
• Original invoice or receipt of purchase
• Photographs of damaged items (if applicable)

These documents are vital for proving the transaction and establishing the value of the goods, which is crucial for DHL Express to assess the claim properly. It's important to note that your claim must be submitted within 30 days from the date DHL Express accepted the shipment to be considered valid.

Tips on how to document the damage to your shipment

To effectively document a damaged shipment, follow the guidelines below: 

• Take clear, high-resolution photos: Capture the damage from multiple angles to show the full extent of the issue.
• Provide a detailed description: Note down what was damaged, how it may have occurred, and any visible signs such as scratches, dents, or broken parts.
• Include specific product information: When describing the damaged merchandise, be as precise as possible. Note important details such as serial numbers, brand names, sizes, colours, and quantities. A good example would be “Apple MacBook Pro (2021 model), serial number C02G3KDJQ6L5, 14-inch display, M1 Pro chip, 16GB RAM, 512GB SSD – Space Grey, quantity: 1”

This level of detail will help DHL Express to track your package and process your claim more effectively.

What to do when your freight is lost?

When dealing with lost freight, the process differs from claims for damaged shipments due to the lack of physical evidence. The investigation may take longer, as it involves a thorough search by our operations team.

There are two types of lost freight cases:

• Total Loss: The shipment cannot be located.
• Partial Loss: Some items are missing, but the shipment is received.

For international shipping to Cambodia with DHL Express, you will receive an estimated delivery date and can track your package. If the tracking information shows no progress for over a day, contact our customer service team. They will assist you in tracking the freight and resolving the issue.

Step-by-step guide to submitting a claim

Step 1: Track your shipment first 

Before initiating a claim, always track your package or freight:

• Visit the DHL website
• Enter your tracking number
• Check the status of your shipment

If tracking indicates a problem or you've received damaged goods, proceed with the claim process.

Step 2: Document the issue

For damaged shipment:

Capture images of the box’s exterior and photograph the inside, including how it was packed and the condition of the contents. To help determine how the damage may have happened, If possible, also get original pictures of the box's condition before shipping.

If the contents remain intact despite exterior damage, pursuing a claim may not be necessary. 

For lost freight:

To assist in the investigation, get interior and exterior photos of the shipment before it is sent. If the shipment goes missing, the Air Waybill (AWB) label might have been damaged or detached. Providing these photos and details will help expedite the search process and aid in tracking your shipment more effectively. 

Step 3: Contact customer service

Inform DHL customer service about the issue. Provide the 10-digit AWB number and verify your role as the sender or receiver. Email as many relevant pictures as possible, clearly labeling which are from the shipper and which are from the recipient. 

Additionally, use the tips provided in the previous section to give our customer service team a comprehensive account of the issue. This detailed information will help us better understand the item’s nature and the extent of the damage, facilitating a quicker claims process.

Step 4: Detailed investigation and await follow-up

The customer service agent managing your case will thereafter initiate a 'trace' to investigate the matter in detail by coordinating with all the transit points your shipment has passed through in our network.

What happens after submitting a claim?

At DHL Express, we handle claims with a well-organised approach, emphasising thorough investigation and clear communication. Our dedicated customer service team works closely with our DHL logistics experts to address any issues efficiently. We ensure that you are kept informed throughout the process, providing clear and timely updates so you always know the status of your claim and what to expect next.

For damaged shipments:

1. Within approximately three working days of submitting your claim, you will receive an update from a DHL Express representative regarding the results of the investigation.
2. If your claim is approved, it will be sent to our Claims Department for further processing. You may be required to complete a claims template form, which you will need to fill out and return to the customer service agent. Our Claims Department will then review the completed form and reach out to you for a final resolution before closing the case.

For lost freight:

1. If tracking shows no progress, it could be due to standard shipping or customs delays. Our agent will offer detailed updates on the current status and the reasons for any delay.
2. If parts or the entire shipment are suspected to be missing, a trace will be initiated to request photographic evidence from the last known point within our network.
3. You will receive regular updates on the progress of the investigation. If the package is located, we will reattach the AWB if needed, allowing you to track its shipment status as usual. If the package cannot be found, your case will be escalated to our Claims Department for further processing.

Navigating lost freight and damaged shipment with ease

While it’s rare for shipments to be completely lost, DHL Express maintains a robust network with strict tracking and security measures. If a shipment is suspected to be lost, our DHL Logistics team will conduct a thorough search to locate it. Often, issues like misrouting or mis-sorting are quickly resolved by redirecting the shipment to its correct destination.

Nonetheless, we understand that dealing with lost or damaged shipments can be stressful. To help resolve these issues, monitor your freight tracking closely and thoroughly document any damage. Once you've gathered the necessary documents and photographs, submit your claim. Our team will review your case, investigate the matter, and provide timely updates. If your claim is approved, we will ensure prompt reimbursement or resolution.

For added peace of mind, we recommend following our packaging guidelines to minimise the risk of damage during overseas shipping. Additionally, opening a DHL Express business account allows you to enjoy streamlined services, including On-Demand Delivery (ODD), ensuring your international shipments to Cambodia are handled with the utmost care.