Which requests are viewable in the request list?
In the request list you will find requests you have entered using the Inquiry function of the Post & DHL Business Customer Portal with regard to the issues check loss, disputed delivery and COD amount. In addition, you will find requests regarding damage and partial loss as soon as they are processed by the customer service.
What is displayed as the entry date?
Displayed is the date on which an inquiry request was transmitted via the Post & DHL Business Customer Portal.
What is the shipment reference?
The shipment reference is the reference you entered in connection with the shipment when producing the label.
What does the individual request status*1 mean?
Entered
We have received the inquiry request you entered using the Post & DHL Business Customer Portal.
During the next step, we will check whether we have all the information we need. If not, we will contact you in the next few days using the communication channel agreed with you (e-mail or letter).
In progress
We have begun processing your request and have initiated our search.
This may take some time:
- for domestic shipments, this may take up to three weeks in individual cases (for example, due to a large number of parcels).
- for international shipments, the average, country-specific processing period is two to four weeks within Europe and four to nine weeks outside Europe.
Concluded with payment
We have completed the processing of your request and issued instructions for a payment to be made to you. The payment transfer is usually made within a week.
Concluded without payment
We have processed your request. In this case, however, a payment will not be made to you.
This status is displayed if your shipment has been located, for example.
Documents required
Upon examining your documents, we noticed that further information is required. In this case, you will receive a query from us by e-mail or letter.
After unfolding the details, you can directly provide the missing documents via a button.
Please note that requests in this status are automatically set to the status "Concluded without payment" after 20 days.
Forwarding to specialist department
We have forwarded your request to the relevant specialist department.
The colleagues there will contact you as soon as their research is complete. Thank you for your patience.
Forwarding to Claims Management Service Branch
We have forwarded your request to the Claims Management Service Branch.
The colleagues there will contact you as soon as their research is complete. Thank you for your patience.
*1 The most recent status of a request is always displayed with the date and time of the status change.
How often does the request status change?
The request status is updated every 10-15 minutes on average. Requests with the status "entered" might not appear until the next morning.
How does the search work?
You can search for numbers and letters in the search field. If two search terms are entered, the request list is scanned for all entries that contain at least one of the values.
How does the filter work?
You can search by entry date (select the time period or double-click on a date), request type and request status. The number of displayed requests can be further restricted through the use of additional filters.
How is the request list sorted?
The list is sorted according to the date and time of the status change, i.e. the request with the most recent status change is always displayed first.
What authorization is required to view the request list?
Your Business Customer Portal user must always possess the authorization "Shipment search, shipment overview and shipment list" under "Track parcel & goods" with the sub-authorization "Inquiry request."
Please contact your company's administrator for the Post & DHL Business Customer Portal if you are unable to call up the request list. If you do not know who the administrator is, please contact your Post & Parcel sales representative.