I'm presuming you are using Simple Delivery ? There does seem to be an inordinate number of non collections by DHL, you are not alone experiencing this! 🤔
Then, for the unused label the refund goes back to whoever paid for it as here:
- If you selected 'Buyer pays’ when you created the listing, your buyer will automatically be refunded for any Simple Delivery label that isn’t used after 30 days
- If you selected ‘Seller pays’ and offered free postage on your listing, you'll need to fill out the Request a refund for Simple Delivery form for the label that wasn’t used. Make sure to send your request within 14 days of your item selling. Also ensure you add the replacement tracking number of the service used, and it shows delivery.
I would then take the item to your PO pay for over the counter postage, and update the new tracking this way, use a desktop browser:
- Go to "Orders Paid & Dispatched"
- Click on "View order details"
- Within the "Postage" section there's a small dropdown arrow next to "Track Package" - click on that.
- Click on the "Add tracking" option
- A box will come up with the current tracking number . Delete that and replace it with your tracking.
Sorry, don't know how to make a complaint to DHL, perhaps Mr Google can help with their CS details.
@markw3693
