DHL Courier Not Collecting My Parcel – Please Help

[nutmeg_marg]

On Sunday evening I sold a large item.

I had selected Simple Delivery as this was the only option and this meant using DHL as a courier.

The package has been all ready since Sunday evening.

DHL were supposed to pick up the parcel on Monday, but never came, this happened again yesterday and the courier has not arrived in today's window either. I've phoned DHL every day. Each time they promise to get back to me with a resolution, but always do nothing. I've raised a case wia email with them and that's gone nowhere too.

I've contacted my customer to explain and apologise for the delay, but I don't know how to get DHL to actually collect. I've stayed in all day for three days in a row and it seems they will never come. They'll just give me a new time each day and not turn up. The first day they even said that a courier came earlier in the day and my item wasn't ready (a total lie).

I've wasted hours and hours on this and getting nowhere. I've tried contacting ebay on two phone numbers and using the online contact thing, but my problem isn't understood (there often isn't even an option for it).

If I don't hear back today should I just apologise to my customer again and give them a full refund? If so, what happens about the money they paid for postage and the Buyers Fee they paid?

Thanks for any help, I'm totally stuck 😞

[tressygirl · Accepted solution]

This frustrating issue with DHL not collecting seems to be affecting many, perhaps they can't cope with this extra workload with eBay sale,  who knows,  but it is happening with an unacceptable frequency.

All I can suggest is to take it to the PO use over the counter postage, and adjust the tracking for you label manually as below.  You may need to use a laptop / PC to manage this,  not the app or mobile 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.

For the unused Simple Delivery label,  the refund will go back to whoever paid for the label.

• 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.

@nutmeg_marg 

[nutmeg_marg]

Thank you, this is really clear and a great help.

This is the first time I've ever sent a parcel out late and I've felt terrible about it. Luckily my customer has been very understanding.

[tressygirl]

eBay recognise this as an issue and a few weeks ago on the Wednesday Community Chat here, a Community manager stated this....

You can use your own courier if you wish. DHL are experiencing higher volumes than usual and are working on this to improve the service level.  A refund request for the postage can then  be made.

@nutmeg_marg 

[nutmeg_marg]

Thanks for that. Though, from the calls I've had with DHL customer servicethis week, I find it hard to believe that they really are working on improving the service level. It's more like they don't care. I'll definitely never use DHL again.

But enough grumbling! You've been really helpful and I really appreciate it. Thank you 🙂