What information should I provide when submitting a financial complaint?
Please provide the following information:
- Invoice number
- Description of the issue
- Order or shipment number (if applicable)
- Contact details (first name, last name, phone number, email)
How can I report a complaint regarding loss, damage, late delivery, or improperly performed service?
Complaints related to loss, damage, late delivery, or improperly performed service should be directed to the Customer Service Department. You can submit such a complaint using the form available on DHL24 in the "My Requests" tab, then go to "Instructions and Complaints."
How long does it take to process a financial complaint?
The processing time for a complaint may vary depending on the complexity of the case. The standard time is up to 30 days from the date of receipt of a complete complaint. In more complicated cases, it may take longer, but we will keep you updated on the progress.
Can I track the status of my financial complaint?
Yes, you can track the status of your complaint. Tracking is available only for logged-in users on the DHL24 platform. After logging in, go to the "My Complaints" section to get current information.
What are the most common reasons for financial complaints?
The most common reasons for complaints are:
- Incorrect fee calculation
- Invoice discrepancies with agreed terms
- Double charging for the same service
Can I submit a complaint regarding more than one waybill?
Yes, you can submit a complaint regarding multiple waybills. Please ensure that all numbers and details of the issues are clearly specified in the submission.
Can I attach a document to my complaint?
Yes, you can attach documents to your complaint. In the form, you will find an option to attach files such as xls files, photos, or other materials.
What happens if my financial complaint is accepted?
If your complaint is accepted, we will take the appropriate steps to correct the invoice. You will receive detailed information about the next steps.
What can I do if my financial complaint is rejected?
If your complaint is rejected, you will receive an explanation of this decision. If you do not agree with our decision, you can appeal using the DHL24 platform.
Can I submit a complaint for a waybill for which the fee has not yet been invoiced?
You can only submit a complaint after the invoice has been issued. Please submit your complaint after receiving the invoice.
