Instructions for Creating an Online Damage Report via the Post & DHL Business Customer Portal

Overview of this User Guide

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  1. Accessing the Post & DHL Business Customer Portal
  2. Accessing the Shipment List or Shipment Search
  3. Selecting the Affected Shipment
  4. Submitting a Damage Report
  5. Selecting the Handler of the Damage Report
  6. Selecting the Type of Damage
  7. Providing Shipment Contents Information
  8. Providing Packaging Information
  9. Providing Proof of Value
  10. Reviewing the Information
  11. Completing the Damage Report
  12. Checking the Status of the Damage Report

  1. Access the Post & DHL Business Customer Portal: 
To the Post & DHL Business Customer Portal
  1. If you need assistance signing in, please use the "Need Help Signing In?" option or contact DHL Technical Support (Monday to Friday, 08:00 AM - 06:00 PM; German: +49 228 76 36 76 79 / English: +49 228 76 36 76 59)

  1. Select the "Track & trace" menu option.
  2. Click "Shipment Search" in the "Track Parcels & Goods" section to search for a shipment using the shipment number or reference.
  3. [Alternatively] click "Shipment List" in the "Track Parcels & Goods" section to view a list of all shipments associated with your user account.

  1. Search for your shipment using the shipment number, reference, or available filters.
  2. Open the shipment details by clicking on the shipment.
  3. [For shipments with restricted tracking information] Complete the postal code verification to access all shipment details and available actions.

  1. Select "Submit Damage Report" from the Actions menu.

Online damage Reports can only be submitted for:

  • Delivered shipments

  • Domestic shipments

  • Shipments for which no damage Report has previously been submitted

  • Shipments that do not have restricted information access

  1. Select "I myself" if you would like to complete the Damage Report yourself as the business customer.
  2. Select "Recipient of Shipment" if you would like to forward the Damage Report to the shipment recipient by email so they can provide the required information.
  3. [If "Recipient of Shipment" is selected] Enter the recipient's email address.
  4. Click "Continue".

  1. Select "Missing Contents" if items are missing from the shipment.
  2. Select "Damaged Contents" if items in the shipment have been damaged.
  3. Select "Some contents are undamaged" if the shipment contains both damaged or missing items and undamaged items.
  4. Click "Apply and Continue".

The fields displayed depend on the type of damage selected in Step 6.

  1. [Missing Contents] Describe the missing items.
  2. [Damaged Contents] Upload at least one and no more than two photos of the damaged items.
  3. [Damaged Contents] Describe the damaged items.
  4. [Undamaged Contents] Upload at least one photo of the undamaged items.
  5. [Undamaged Contents] Describe all undamaged items.

Please note the following requirements: 

INFORMATION GUIDE for Online Damage Reports (Recipients)

  • A successful upload is indicated by a green check mark.
  • Uploaded files can be deleted using the red trash bin icon.

  1. Upload at least three and no more than four photos of the outer packaging from different angles.
  2. Upload at least one and no more than three photos of the inner packaging.
  3. Click "Apply and Continue".

Please note the following requirements: 

INFORMATION GUIDE for Online Damage Reports (Recipients)

  • A successful upload is indicated by a green check mark.
  • Uploaded files can be deleted using the red trash bin icon.

  1. Upload proof of value or a delivery note, preferably in PDF format.

Note: You may continue without uploading proof of value. However, you may be required to submit it later to enable further processing of your Damage Report. This may increase the overall processing time.

Please note the following requirements: 

INFORMATION GUIDE for Online Damage Reports (Recipients)

  • A successful upload is indicated by a green check mark.
  • Uploaded files can be deleted using the red trash bin icon.

  1. [Optional] If you would like to correct any information, click "Edit Entry".
  2. Click "Submit Damage Report".

  1. After submitting the Damage Report, you will receive a confirmation message.
  2. [Optional] Click "Back to Shipment Seach" to view the status of your Damage Report.

  1. Select the "Track & trace" menu option.
  2. Click "Inquiry" in the "Track Parcels & Goods" section and select "Request list".
  1. [Optional] Search for your shipment using the search field.
  2. [Optional] Search for your shipment using the available filters.
  3. [Optional] Open the case details to view the status of your case.

Statuses for Online Damage Reports

StatusMeaning
ReceivedThe Damage Report has been successfully recorded in the system.
Under Completeness ReviewThe submitted information is being reviewed to determine whether it is sufficient for assessment.
Incomplete InformationThe information provided is insufficient for assessment. Please resubmit the Damage Report with additional or improved information.
In ProgressThe Damage Report is currently being assessed.
Documents RequiredAdditional documents (e.g., invoice, bank account details) are required for further processing.
Closed with paymentThe Damage Report has been finalized and compensation has been granted in accordance with the liability decision.
Closed without PaymentThe Damage Report has been finalized without compensation in accordance with the liability decision.
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