Package marked as delivered by DHL, however the buyer says they haven't received it...
Summary: online_fundgrube reports that a package he sent, which DHL says was delivered, is being claimed by the buyer as not received. The buyer, who was not at home at the time of delivery, did not give permission for the package to be left anywhere and is now considering legal action. An inquiry with DHL showed that the package was delivered to an alternate recipient, but without any further details. bixtron advises requesting the proof of delivery from DHL and criticizes the fact that the buyer was not at home despite having made an appointment. It is also recommended to document the issue and consider issuing a refund to fend off possible fraud. The exchange ends with a wish of success for online_fundgrube.
Hello dear community.
Unfortunately I don't know what to do anymore, so I'm writing a little post here about my problem case. I am a small seller and specialize in DVDs. On 12/07/2026 I sold two items worth 550 EUR (including shipping) and sent them on 13/07/2026 with DHL and a tracking number (parcel up to 5 kg). According to the tracking number, the parcel was delivered on 14/07/2026.
A few days later I received a ticket from the buyer saying that the parcel hadn't arrived. According to the tracking number, it was left at the address. However, the buyer did not give permission for it to be left there. According to his own statement, the buyer was demonstrably away on a business trip during the week and therefore not at home. He couldn't find the parcel either with the neighbor or anywhere else.
So I filed an inquiry with DHL. After a few emails, including a signed declaration from the buyer that he had not received the parcel, DHL said: "We have gladly taken up your request and researched it. Your shipment was delivered on 14/07/2026 at 13:15. Since the recipient could not accept the shipment themselves, we handed it over to a substitute recipient in accordance with our general terms and conditions."
That was it... no further information about who the other recipient was .... The buyer is of course annoyed now, just like me ... he now wants to get a lawyer and I guess I'm the idiot as the seller, since I did sign a contract with DHL. I wrote another ticket to DHL on 07/08/2026, but still haven't received a reply to this day....
Has anyone had similar experiences? Does anyone maybe have any tips?
I would like to thank you in advance...
a frustrated small online seller ....
Best regards Tommy
hanshannibal
·1 week agoHello, bixtron's explanations sound reasonable, but I wouldn't refund anything yet, because if the neighbor's signature turns up and it comes out that someone accepted the package on their behalf or something like that, then you're out twice. But keep him in the loop.
First, sort everything out. If DHL is reluctant to hand over the data (because presumably no signature was given, then you'll have to threaten them with a lawyer and, in the worst case, take legal action against DHL with a lawyer. You can claim the costs. It's best to have legal expense insurance. Good luck
bixtron
·2 weeks ago · EditedHello,
DHL definitely has to disclose to whom the shipment was delivered - and that has to be signed for then (proof of delivery). What about a notification slip? The buyer should actually have had one in his mailbox. It says there when and where it was delivered. Unless the buyer only set that up digitally.
As soon as you have the address with the neighbor’s signature, you can ask the buyer to pick up the parcel there. But then he has to take care of it immediately and get in touch if the neighbor (supposedly) doesn’t have it.
If the courier forged the signature or there is no signature, DHL is also liable beyond the insured amount. Because the insurance only covers negligence, so no intent/fraud/misappropriation. If the signature is there, DHL is out and you have to tell the neighbor to hand over the parcel.
Tickets are pure service... I’ve already had my experiences with high amounts as a private individual, and I’d say there’s nothing more to come. Document everything properly and ask DHL in writing to send you the data, including the signature. Set a reasonable deadline, all by registered mail with return receipt. If you’re lucky, you can later reclaim your expenses for that.
Though I’d be interested in why the buyer orders if he isn’t home during the delivery window... Not to imply anything, but there are known scam schemes that exploit exactly the problems created by such “deliveries to a substitute recipient.” That said, one also has to say that you should have refunded long ago. He can no longer make use of eBay buyer protection and is worried about his money. So that’s what I would do first, provided he now confirms to you that he has not received the parcel.
Good luck!