Lost packages at the post office
Lost parcels are not uncommon at Swiss Post. Fortunately, in times of the Internet, you already have the opportunity to check the whereabouts of the shipment online. Always keep postage receipts until the addressee has confirmed receipt. You need the receipt in order to receive a replacement if it is lost.
Lost packages - you can do that
- If you have sent your shipment as an insured package, then you already have a good chance of getting things under control.
- You can use the parcel tracking numbers on your posting receipts to track the delivery on the DHL homepage. Enter the numbers in the field at the top left and you will see where your parcels are within seconds.
- If you only get a message that the search returned no hits, then your parcels have probably been lost along the way. In this case, visit the nearest DHL branch and present your posting receipt at the counter. You will receive a form that you have to fill out and return. As soon as your details have been checked and it turns out that the items can actually no longer be found, you will receive a refund from the post office for the proven value.
Legal information on liability
- As a retailer, you are always responsible for the delivery of the parcel to the recipient.
- You can complain about lost parcels to the post office and have the value reimbursed, but only if you have chosen a DHL parcel or another insured form of dispatch. You need to prove the value of the content. As an eBay dealer, you can do this, for example, by printing out the relevant sales notification.
- Since you are liable as a dealer anyway, you are not allowed to advertise with it ("We only ship insured" or similar statements).
- If you buy something from a private seller and the shipment can no longer be found, you are out of luck. Private sellers don't have to reimburse you for anything.
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Prevent loss at the post office
- Always send insured abroad. Especially on the way to Italy one hears about lost parcels again and again.
- Seal, glue and lash your parcels as tightly as possible so that nothing can fall out. Otherwise it can also happen that the lost content ends up in nowhere and an empty package is delivered.
Above a certain value, you should always send insured items. Swiss Post now also offers insured parcel shipping. Find out about the current prices and conditions on the Internet.
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