Customer doesn't pick up their order from the parcel locker, but just orders it again... | Members help members

italienische-schuhe · 2025-09-02T14:10:26.196000Z

Hello 🙂 I have the following problem: A customer is not picking up their package from the DHL Packstation, where it has been since 28/08, but instead is simply ordering the identical item again today.... We contacted the customer directly and informed them that the shipment is waiting for them at the Packstation, along with the tracking number for reference, and asked them to pick up the package there within the 7-day storage period instead of placing a second order. The customer now says they have a problem with their DHL customer account, which is why they cannot collect the shipment from the Packstation. They have now applied for a new DHL customer account, so they are letting the package currently waiting for them be automatically returned by DHL, and for them everything is fine because they have now ordered again today - explicitly, incidentally, once again to a Packstation. Of course, this would result in immense postage costs for us if we had to ship again, since we already cover both outbound and return shipping for customers in full, and now on top of that the DHL return fee is also looming. How should we respond in this case? Best regards, Karin

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Customer doesn't pick up their order from the parcel locker, but just orders it again... | Members help members | eBay Germany