DHL package arrived damaged – parts missing, how should I proceed? | Members help members

alexshop_24 · 2026-06-18T14:30:42.904956Z

Hello,I have a problem with a shipment and I'm not sure how I should proceed.I sent a package with DHL. The buyer received the package one day later than planned. The package arrived damaged and was apparently resealed by DHL with different tape.The buyer asked me before opening whether he should open the package. I told him to open it and check the contents. After opening it turned out that the original packaging of the item was also damaged and two bags with parts are missing. As a result, the kit is incomplete.I have already been to DHL and asked there. I was told that the recipient has to report the damage to DHL himself, since he received the damaged package.How should I proceed in this case? Do I, as the seller, need to do anything, or does the buyer have to clarify the damage completely with DHL? Has anyone had similar experiences?Thank you very much for your help.

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DHL package arrived damaged – parts missing, how should I proceed? | Members help members | eBay Germany