DHL Account Holders and Shippers

A cargo claim is intended for a situation when a shipment has missing content or is lost.
Only the party that owns the claim rights in the United States (usually the shipper) can submit a claim form. Otherwise, written authorization (termed a “release”) from the claim rights owner is required.
DHL Express reserves the right to inspect, re-inspect, or salvage any shipment of any value when evaluating or resolving a claim. Therefore, all packaging and contents must always be retained until the claim is concluded. All inspections should be done at the original delivery location. Failure by the consignee to retain the original shipment and packaging at the original delivery location or the failure to make said items available for inspection or retrieval as needed may invalidate the claim.
Note: Please ensure that all required documentation supporting the claim has been compiled into one .pdf or .zip file and is ready for upload. 
All DHL Express waybill numbers consist of ten (10) digits. If a valid DHL Express waybill number is not provided, it may delay processing.
Review the Items Required
Review the Items Required
  • A copy of the waybill, if available.
  • Documentation supporting the amount claimed- e.g. a vendor/supplier invoice and a retail invoice.
  • If the item was purchased or sold via the Internet, documentation of that transaction is required.
  • Serial numbers, identifying marks, or other information unique to the specific item(s) claimed
  • Providing all the documents will allow for resolution of most claims within 30 calendar days.
A cargo claim is intended for a situation when a shipment was damaged.
Only the party that owns the claim rights in the United States (usually the shipper) can submit a claim form. Otherwise, written authorization (termed a “release”) from the claim rights owner is required.
DHL Express reserves the right to inspect, re-inspect, or salvage any damaged shipment of any value when evaluating or resolving a claim. Therefore, all packaging and contents must always be retained until the claim is concluded. All inspections should be done at the original delivery location. Failure by the consignee to retain the original shipment and packaging at the original delivery location or the failure to make said items available for inspection or retrieval as needed may invalidate the claim.
Note: Please ensure that all required documentation supporting the claim has been compiled into one .pdf or .zip file and is ready for upload.
Note: Please ensure that all required documentation supporting the claim has been compiled into one .pdf or .zip file and is ready for upload.
Review the Items Required
Review the Items Required
  • A copy of the waybill, if available.
  • Documentation supporting the amount claimed- e.g. a vendor/supplier invoice and a retail invoice.
  • If the item was purchased or sold via the Internet, documentation of that transaction is required.
  • Serial numbers, identifying marks, or other information unique to the specific item(s) claimed
  • Providing all the documents will allow for resolution of most claims within 30 calendar days.
  • Providing all the documents will allow for resolution of most claims within 30 calendar days.
A service claim is for international shipments that have been received but arrived later than the published delivery commitment. Approved service claim refunds or credits are provided to the United States payer (usually the shipper).
DHL Express understands urgency and we are committed to our customers. Therefore, DHL will, subject to the limitations outlined in the Money Back Guarantee, provide either a credit or refund of the transportation charges for a shipment delivered later than the published delivery commitment.
DHL Express USA has a Money Back Guarantee based on the service selected. Making a request is easy; simply complete an online service claim form for each shipment.
Note:
  • This form does not support shipments that have missing pieces, are lost or damaged.
  • All DHL Express waybill numbers consist of ten (10) digits. If a valid DHL Express waybill number is not provided, it may delay processing.
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