How to file DPD claims for lost, damaged or delayed shipments

Shipping issues happen. Even with top carriers like DPD. Maybe a parcel never arrives. Maybe the contents are damaged. Either way, every claim you don’t file correctly is money left on the table.

The frustrating part? Filing a claim with DPD isn’t as straightforward as it should be. Between the different claim types, portal links, documentation rules, and deadlines, merchants often waste hours navigating inconsistent processes — only to miss out on refunds altogether.

In this guide, we’ll break down how to file a claim with DPD, explain exactly what’s required for each claim type, and show you how to automate it.

Who can file a DPD claim?

Let’s start with the basics: only the sender (the person or company who paid for the shipping) can file a claim directly with DPD. That’s true for domestic and international shipments.

If you shipped the parcel via a third-party platform like Sendcloud, the claim must be filed through that platform. DPD won’t accept claims from the recipient or from unauthorised third parties.

What types of claims can you file?

• Lost parcels: If the parcel never arrives or tracking stops updating
• Damaged parcels: If the contents are broken or defective upon arrival
• Delays: Only if your business contract includes guaranteed delivery times (e.g. Express 10:00)

Now let’s look at what to do depending on the problem you’re facing. But keep in mind — handling claims manually, especially across multiple carriers, is time-consuming, error-prone, and a drain on your team. That’s why later in this guide, we’ll show you how to automate it all!

Filing a claim for a lost DPD parcel

When is a parcel considered lost?

Generally, if your parcel hasn’t moved in 3 working days after its last scan, it may be time to act. In the Netherlands, this is the typical threshold for starting an investigation.

Here’s how to file a lost parcel claim with DPD

Step 1: Confirm the parcel is inactive

Check the parcel status in myDPD or Track & Trace. If the last scan was over 3 working days ago and the parcel hasn’t been delivered, it may be time to report it.

Step 2: Gather your documentation

You’ll need:

• Parcel number and shipment date
• Consignee details
• Invoice or order confirmation (to prove value)
• Your bank account number
• Optional: A short written statement from the recipient confirming non-receipt

Step 3: Log into the claim portal

Go to your local DPD business dashboard or national claims portal. This may be embedded in your myDPD account or available via your customer service contact. Choose the claim type “Lost parcel” and begin the submission process.

Step 4: Fill in the claim form

Include parcel details, your contact info, and all supporting documents. Some systems let you submit incomplete claims and follow up later with missing files.

Step 5: Track your claim

Once submitted, DPD typically resolves claims within 30 calendar days. You’ll get email confirmation and, in some cases, updates as your claim is reviewed.

Step 6: Understand the compensation

Lost parcel claims are typically compensated based on weight — approx. €3.40/kg under DPD’s standard liability. If you declared a higher value or used additional insurance, the refund may be higher.

Damaged parcel claims with DPD — what to do when your parcel arrives broken

Sometimes the damage is obvious. Other times, it’s only clear after unpacking. In both cases, DPD requires you to act quickly — within 7 working days of delivery.

How to file a damaged parcel claim with DPD

Step 1: Check and record the damage

If the parcel looks damaged at delivery, the recipient should refuse it or sign a damage report with the carrier. If the parcel is accepted and damage is found later, document it immediately.

Step 2: Take comprehensive photos

DPD requires photo evidence of:

• The shipping label (clearly visible)
• Outer packaging (showing any damage or tampering)
• Internal packaging (padding, void fill)
• The damaged item(s) themselves

💡Tip: Don’t throw away the packaging. DPD may ask to inspect it.

Step 3: Collect required documents

In addition to photos, prepare:

• Proof of value (invoice, receipt, or statutory declaration)
• A written description of how the item was packed
• Optional: A repair estimate or declaration of irreparability (especially for electronics over €2,500)

Step 4: Log in and submit the claim

Access your local DPD claim portal and select “damage” as your claim type. Attach all documents, describe the issue clearly, and submit your request.

Step 5: Track the case

You’ll get confirmation by email and possibly a link to add additional files if anything’s missing. DPD usually responds within 30 days.

Step 6: Know what affects approval

If your packaging didn’t meet DPD’s standards — for example, fragile items shipped without padding — your claim may be denied. Always document your packing method clearly.

What about delayed parcels?

Unlike lost or damaged shipments, DPD doesn’t usually compensate for delays — unless your business contract includes a guaranteed delivery service, like DPD Express 10:00 or 12:00.

If a parcel arrives late and you don’t have time-definite shipping in your agreement, you’re unlikely to receive a refund.

However, if you do have a service-level guarantee and DPD fails to meet it:

• Reach out to your account manager or DPD business support
• Be prepared to provide tracking info and proof of delay
• In some cases, a service refund or goodwill gesture may be granted

If you’re not sure what your current contract includes, your DPD account rep can clarify your eligibility for compensation.

Quick summary checklist

Case	Lost parcel	Damaged parcel
When to file	Within 7 calendar days of ETA	Within 7 working days of delivery
Photos required?	Optional	Required (label, packaging, item)
Damage report?	Not applicable	Required (if visible at handover)
Proof of value?	Required	Required
Refund timeline	~30 days after full submission	~30 days after full submission
Risk of denial	Low	Higher if packaging is insufficient

Regional differences worth noting

• Netherlands: Wait 3 working days after the last scan before reporting a lost parcel
• Belgium: Start with a formal complaint — claims can only proceed once DPD confirms the carrier is responsible

Why manual DPD claims drain your team (and your refunds)

For most merchants, filing a DPD claim still starts with an inbox search.

You dig through emails to find the parcel number. You check tracking links. You ask your warehouse team for photos — if they remembered to take them. Then you spend 15 minutes filling out a form on a portal that doesn’t save your progress… only to realize you’re missing the invoice. Or the recipient details. Or the bank account reference.

Multiply that by 5 or 10 claims a month, and suddenly your customer support team is spending hours just chasing paperwork.

Worse: Each carrier has its own deadlines, rules, and document formats. DPD won’t accept claims from recipients. Some regions require a complaint first. And if you miss a single field or photo, your claim could be delayed. Or even denied.

The result?

• Refunds quietly go unclaimed
• Team capacity is drained by repetitive admin
• Customers don’t get timely updates on their delivery issues
• Business leaders lose visibility into how much money is being left on the table

Manual claim handling might get the job done — eventually. But it won’t help you scale.

There’s a smarter way to manage parcel problems

That’s why we built Support Automation — to help e-commerce teams stop losing time and money over delivery issues.

Support Automation turns delivery problems into structured workflows:

• One view for all claims: DPD, DHL, PostNL, and more. No need to juggle portals or email threads
• Smarter claim creation: Shipping data is already there. Just click to file
• Deadline alerts and reminders: Stay ahead of DPD’s 7-day cutoff
• Action-required updates: Get notified the moment a carrier needs extra info, photos, or approval—so nothing slips the deadline
• Live claim statuses: See which refunds are pending, approved, or at risk
• Up to 8× faster processing: Less admin, more recovered revenue

No more inbox chaos. No more missed refunds.

Just one platform that helps your team resolve issues quickly — before they affect your customer experience or bottom line.

“By communicating delivery issues proactively, we saw an immediate CSAT and Trustpilot increase.”

If DPD is part of your carrier mix, it’s time to upgrade how you handle claims! Discover Support Automation now and say goodbye to manual headaches forever. Book your free demo here!

 

* Disclaimer: This playbook summarizes common DPD claim rules as of 2025. Always verify against the current Terms & Conditions and local transport law.

 

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