Guides for merchants

Deadlines, liability and next steps when a parcel is lost, arrives damaged or express is late. Per carrier, with source and date.

• Claim deadlines for all parcel carriers for online merchants (DE + AT)How long merchants have to report damage, loss and delays to DHL, DPD, GLS, Hermes, UPS, DHL Express, Post AT, DPD Austria and GLS Austria, with liability limits and the source in each carrier's terms and conditions.
• Lost parcel: what merchants should do now (DHL, DPD, GLS, Hermes, UPS, Post AT)Parcel not arriving? When it counts as lost, who compensates the customer, how to file a claim with the carrier and how much it pays, carrier by carrier with sources.