DHL Reseller Customer Care Disputes Guideline

Step One: Identify Type of Dispute

1. Cargo Claim: Lost/Damaged Shipment

   - Gather all relevant information on the lost or damaged shipment:

• A copy of the waybill, if available.

• Documentation supporting the amount claimed- e.g. a vendor/supplier invoice and a retail invoice. (Shipment Value $)

• 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.

Deadline for submission is 30 days from the date tendered to DHL

Example: Ship date 1/12/2023, final date to submit claim 2/13/2023

If shipment has not been delivered by ETA, you may advise customers to submit lost cargo claims as precaution while waiting for response from a dedicated trace team (resellercustomercare@dhl.com). 

https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html

2. Fraud

   - If fraud is suspected, collect evidence and details related to the fraudulent activity.

   - Document any irregularities or suspicious behavior.

   - Categorize the dispute under fraud for further investigation.

https://mydhl.express.dhl/us/en/forms/account-fraud.html

3. Billing Dispute: Rate and/or Accessorial

   - Review the billing statement and identify discrepancies related to rates or accessorial charges.

   - Document specific details regarding the billing dispute.

   - Clearly differentiate between rate-related issues and accessorial disputes.

https://mybill.dhl.com/login/?next=/dashboard/

4. Rebill Requests

   - Process requests for rebilling with attention to accuracy and completeness.

   - Communicate clearly with the customer regarding the rebilling process.

• Customer must complete & sign Willingness to Pay letter (LOA)

• Submit to billing.help@dhl.com, Auto-reply expected.

• Resolution available in 3-5 days

Deadline: 60 days from date tendered to DHL or invoice is paid (comfirm via myBill)

Step Two: Communicate Procedure to Customer and Advise Follow-Up Time

1. Cargo Claim: Lost/Damaged Shipment

   - Communicate to the customer the process for cargo claim resolution.

   - Advise on the expected timeline (30 calendar days) for investigation and resolution, providing regular updates.

2. Fraud

   - Inform the customer of the fraud investigation process.

• Account suspected of fraudulent activity placed on hold

• New DHL account is issued for customer

     - Set realistic expectations for the resolution timeline. (15 days)

3. Billing Dispute: Rate and/or Accessorial

   - Clearly explain the procedure for investigating billing discrepancies.

   - Provide an estimated timeframe for resolving the billing dispute.

   - Keep the customer informed of progress and any additional information required.

4. Rebill Requests

   - Detail the rebilling process and steps involved.

   - Specify the expected time for rebilling completion.

   - Maintain open communication with the customer throughout the rebilling process.

General Guidelines:

- Ensure clear and concise communication with the customer at every stage.

- Provide regular updates on the status of the dispute resolution process.

- Encourage customers to provide all necessary documentation promptly for efficient handling.

- Demonstrate a commitment to resolving disputes in a fair and timely manner.

By following these steps and maintaining effective communication, we aim to address customer care disputes promptly and with the highest level of professionalism.