Please follow this process when DPD Germany are showing that the goods have been delivered and this is being disputed by the customer.
Gather full details from the customer and send out Legally binding declaration document. ( attached)
Advise customer we cannot raise the investigation without this being returned.
Please pre populate these fields before sending.
Once returned raise Loss claim via DPD Germany portal.
This has to be within 14 days of the delivery date.
From the Dashboard, open the section headed 'Complaints'.
Select the option 'Loss' and pick the most relevant term from the drop down list
Upload completed LBD and complete all fields, please provide as much information as possible.
In the section additional information, enter email@example.com, this will create a Fresh Desk ticket.
Tag the FD ticket as ETS - Loss and respond to any requests for further information promptly.
Claim accepted - Email details to firstname.lastname@example.org and follow ETS redelivery process.
Claim Declined - Review case with Thomas Hughes or Paul Thomas before any redelivery.