Track and Claim Shipments

Every shipped order creates expectations – for the customer and within your own fulfillment team. Tracking a shipment means making the transport path transparent: from pre-registration through sorting centers to final delivery. Filing a claim becomes relevant when something goes wrong: delayed shipment, damaged goods, incomplete delivery, or provably not delivered. For online merchants, both topics are closely linked: those who integrate tracking cleanly detect problems early and can file claims before deadlines expire.

This guide explains where to track shipments, when filing a claim makes sense, and how investigation requests and damage reports work.

Tracking Shipments – Basics for Merchants

Tracking with DHL is based on the tracking number (often 20 digits) and optionally the recipient's postal code. Every scan at a parcel shop, depot, or delivery base creates a tracking event with timestamp and location. What end customers see as simplified text in the DHL app are aggregated status messages – in the background, more detailed codes are available that you can retrieve via API or the business customer portal.

For fulfillment teams: tracking is not just customer service, but process control. A sudden standstill at a sorting center, repeated misdeliveries, or a status of "Return to sender" must reach the shop, WMS, and support workflow before the customer escalates.

Where You Can Track DHL Shipments

1. Public shipment tracking on dhl.de – for customers and quick manual checks by support.
2. DHL Business Customer Portal – overview of all your own shipments, export, start claims.
3. DHL App – push notifications for recipients; merchants mainly use it to verify from the customer's perspective.
4. Tracking API – automated queries for shop status, email triggers, and dashboards. Details on integration: DHL API and Shop Integration.
5. Shipping software and WMS – many systems poll DHL events and map them to internal statuses. This requires correct transfer of the tracking number when printing the label.

More on terms and event types: Tracking Number and Tracking.

Tracking in Fulfillment – Process Flow

Interpreting Tracking Events Correctly

Not every status means a problem. "Electronic shipment data recorded" only shows that the label exists – the parcel may still be in the warehouse. Only acceptance and transit events prove physical movement. For exceptions such as "Recipient not met" or "Shipment being returned", automated workflows should kick in.

A systematic classification of codes can be found in Understanding Status Codes. Failed delivery attempts and redelivery are covered in detail in Delivery Attempts and Redelivery.

Filing Claims with DHL – When and How

Filing a claim in the DHL context covers several procedures. In practice, merchants mainly distinguish between:

• Investigation request (NFA): Shipment missing or without plausible update for an extended period.
• Damage report: Goods damaged, packaging torn open, contents missing.
• Claim due to delayed delivery: relevant for guaranteed express products with time windows.

Important: Claims are governed contractually and by product. Deadlines, compensation amounts, and proof requirements depend on the booked DHL product, insurance options, and your business customer contract. Therefore always document product code, shipping date, tracking number, and goods value.

Investigation for Missing Shipments

An investigation is worthwhile when:

1. the shipment was not delivered after the usual transit time,
2. tracking has been unchanged for several business days,
3. the status appears contradictory (e.g. "delivered", but recipient denies receipt),
4. the shipment is reported as returned but does not arrive at the warehouse.

Procedure in the business customer portal: select shipment, start investigation, add details on contents and value. DHL responds within the contractual deadline – typically a few business days up to about two weeks.

Damage Report and Transport Damage

For visible damage, the recipient documents the damage with photos. In severe cases, refuse acceptance or sign with reservation. The merchant submits the damage report in the portal with invoice and photos. For higher-value goods, check booked transport insurance.

Fulfillment teams should be able to prove packing quality and documented handover to DHL – this affects liability questions. More on claims from the customer's perspective: Claims and Compensation.

Overview of Common Claim Types

Deadlines and Proof – What Merchants Must Document

Claims often fail not because of missing damage, but because of missing evidence. Maintain at least the following per shipment:

• Tracking number and shipping date
• Booked DHL product and additional services
• Goods value and invoice copy
• Packing photo or weight log in case of irregularities
• Tracking export at the time of escalation

Guideline Values for Deadlines

The exact deadlines are stated in your DHL contract and product terms. As operational guidance for fulfillment teams:

1. Investigation: start as soon as possible when the shipment remains open beyond the usual transit time – internally often from 5–7 business days without delivery.
2. Damage report: immediately upon becoming aware, ideally within a few days after delivery.
3. Customer communication: independent of carrier deadlines – shop SLA often 24–48 hours.

Integrating Tracking and Claims in the Shop

Professional fulfillment connects tracking and claiming in one seamless process:

Automated Customer Notifications

Shipping confirmation with tracking link and updates on delays reduce support tickets. Details: Customer Notifications.

Internal Escalation Levels

1. Tracking standstill > 48 h → automatic ticket.
2. Delay beyond SLA → info email to customer.
3. NFA or damage report in the portal.
4. Goodwill: reshipment or refund when carrier deadline expires.

Workflow: From Tracking Alert to Claim

Checklist: Track and Claim Shipments

Before Shipping

• Tracking number is reliably transferred to shop and WMS
• Tracking link in shipping email tested (mobile and desktop)
• API polling or webhook for critical events active
• Goods value and contents stored in system for NFA cases

When Problems Occur

• Tracking status and last event documented (screenshot/export)
• Customer informed within defined SLA
• Investigation or damage report started in portal
• Case number and carrier deadline noted in ticket system
• Check in parallel: address error, misdelivery, return in transit
• After carrier completion: trigger goodwill decision or reshipment

Best Practices for Less Claim Overhead

1. Address validation before label print – reduces misdeliveries and false NFAs.
2. Robust packaging – lowers damage rate and simplifies liability proof.
3. Packstation and branch delivery at checkout – fewer failed delivery attempts.
4. Proactive tracking – don't wait to react until the customer writes.
5. Monthly reporting – NFA rate, damage rate, top error causes; compare with DHL Shipment Status and Tracking.
6. Customer service training – when NFA, when damage, when goodwill without carrier.

Frequently Asked Questions (FAQ)

Can the end customer claim the shipment themselves?
Recipients can contact DHL and use shipment tracking. However, for investigation and compensation in B2B shipping, the sender (merchant) is typically responsible as the contractual partner. Route customer inquiries through your claims process.

Is a tracking status "Delivered" sufficient as proof?
For DHL, electronic proof of delivery is often decisive. If the customer denies receipt, an NFA or review of the delivery location (neighbor, parcel locker) may be necessary.

When should I choose an investigation instead of goodwill reshipment?
For unclear whereabouts and higher goods value, NFA first – otherwise you forfeit carrier claims. For low value and dissatisfied customers, immediate reshipment may be more economical.

What to do with "Electronic shipment data recorded" for days?
Parcel probably not scanned. Check handover, review drop-off list if status persists.

Who receives payment for successful NFA compensation?
Compensation goes to the sender. Passing it on to the customer or using it for reshipment is your decision.

Conclusion

Tracking shipments creates transparency and early warning; filing claims secures rights in case of loss and damage. Those who systematically evaluate events, monitor deadlines, and keep documentation complete measurably reduce claim and support overhead.

Related Topics

• Understanding Status Codes
• Delivery Attempts and Redelivery
• DHL Shipment Status and Tracking
• Customer Notifications
• Claims and Compensation

Last updated: July 6, 2026