Lost parcel: what merchants should do now (DHL, DPD, GLS, Hermes, UPS, Post AT)
If a parcel sent to a private customer gets lost, you as the merchant bear the risk: you send a replacement or issue a refund (§ 475 Abs. 2 BGB, German Civil Code; in Austria § 7b KSchG, Austrian Consumer Protection Act). You get your money back from the carrier. With DHL and Hermes, a parcel counts as lost after 20 days, and compensation covers at most the value of the goods, up to 500 to 750 euros per parcel.
Who bears the loss: you or the customer?
If you ship to consumers, the risk only passes to the customer on delivery to them. This applies in Germany under § 475 Abs. 2 BGB and in Austria under § 7b KSchG, unless the customer hired the carrier themselves. For you, this means that if the parcel doesn't arrive, the customer gets a replacement or their money back, no matter what the carrier says. You then claim the damage from the carrier you have the contract with.
When does a parcel count as lost?
| Carrier | Counts as lost | Trace request / reporting deadline | Maximum compensation |
|---|---|---|---|
| DHL Paket | 20 calendar days after posting (AGB 6 Abs. 4) | in the business customer portal after more than 3 days without a new tracking event | 500 € per shipment (AGB 6 Abs. 3) |
| DPD | by law: delivery period plus the same length of time again, at least 20 days (§ 424 HGB, German Commercial Code) | claim form in myDPD; no deadline of its own in the terms and conditions | 520 € incl. insurance, max. purchase value (AGB 13.1) |
| GLS | by law (§ 424 HGB) | no deadline of its own in the terms and conditions | 750 €, max. purchase price (AGB 10.2) |
| Hermes (myHermes Business) | 20 days after acceptance, international 30 days (AGB 7.8) | reporting deadline not stated in the terms and conditions | 500 €, for new goods the net purchase price (AGB 7.3, 7.3.1) |
| UPS Standard | 30 days, cross-border 40 days after a completed claim form (Ziff. 12) | claim no later than 60 days after handover to UPS (Ziff. 12) | 510 € or 8,33 SDR/kg, whichever is higher (Ziff. 9.2) |
| DHL Express | no specific rule | all claims in writing within 30 days of collection (Ziff. 7) | 8,33 SDR/kg road, 26 SDR/kg air (Ziff. 6.1) |
| Österreichische Post | no specific rule | trace request by the sender within 3 months (AGB 3.10.1) | 8,33 SDR/kg (AGB 4.1.5); Kleinpaket (small parcel) in mail order max. 50 € |
| GLS Austria | limitation period starts on the 60th day after acceptance (AGB 9.1) | limitation period 1 year (AGB 9.2) | 8,33 SDR/kg, compensation for value up to 550 € (AGB 8.1, 8.3) |
Without additional insurance, business customer terms; for the date of each source, see Sources. SDR = special drawing right of the IMF, and its euro value changes daily. Compensation never exceeds the value of the goods; with DPD, GLS and Hermes, the purchase value counts, not your selling price.
What to do
- Check the tracking history: When and where was the last scan? If it says "delivered", it's not a loss but a delivery dispute. In that case, check with the customer first (neighbour, drop-off location).
- Take care of the customer: Send a replacement or issue a refund. The risk lies with you, not the customer (§ 475 Abs. 2 BGB).
- Start a trace request: As soon as the tracking stops moving, do this in the carrier's portal. Watch the deadlines: UPS 60 days after handover, DHL Express 30 days after collection, Post AT 3 months.
- File a damage claim: Include the tracking number, proof of posting and an invoice showing the value of the goods. With DPD, GLS and Hermes, provide proof of the purchase value.
- Note the limitation period: 1 year (§ 439 HGB); 6 months with DPD Austria, 8 months with UPS Austria.
- Ask for a written reply: If the carrier rejects your claim, request the reasons in writing.
Common mistakes
- Sending the customer to the carrier: With private customers, this is your job, not theirs.
- Reporting too late: UPS and DHL Express have their own short deadlines that run from handover, not from the day the customer complains.
- Claiming the selling price: DPD, GLS and Hermes pay at most the purchase value. Your invoice should prove it.
- Not keeping proof: Without proof of posting, it's hard to show that you handed the parcel to the carrier.
Frequently asked questions
Do I have to compensate the customer for a lost parcel?
Yes, if the customer is a consumer. The risk only passes to them on delivery (§ 475 Abs. 2 BGB, in Austria § 7b KSchG). You send a replacement or issue a refund and get the money back from the carrier.
When does a DHL parcel count as lost?
20 calendar days after posting (AGB DHL Paket 6 Abs. 4). You can already start a trace request in the business customer portal if nothing has moved for more than 3 days.
How much does Hermes pay for a loss?
Up to 500 euros per parcel; for new goods, Hermes pays the net purchase price (AGB myHermes Business 7.3, 7.3.1). A parcel counts as lost 20 days after acceptance, or 30 days for international shipments (7.8).
How long do I have to report a loss to UPS?
The claim must be made no later than 60 days after handover to UPS (Terms and Conditions of Carriage DACH, Ziff. 12).
Sources
- § 475 BGB Anwendbare Vorschriften (Abs. 2: Gefahrübergang beim Versendungskauf)
- § 7b KSchG Gefahrenübergang bei Versendung (Österreich)
- § 424 HGB Verlustvermutung
- § 439 HGB Verjährung
- DHL Paket: AGB Paket/Express National (07/2025)
- DPD: AGB DPD CLASSIC (06/2026)
- GLS Germany: AGB für Geschäftskunden (01/2025)
- Hermes: AGB myHermes Business (01.06.2026)
- UPS: Beförderungsbedingungen DACH (REV. 03/24)
- DHL Express: Allgemeine Transportbedingungen (28.12.2024)
- Österreichische Post: AGB Paket Österreich (01.10.2025)
- Österreichische Post: AGB Paketservice Versandhandel (01.07.2026)
- GLS Austria: Besondere Geschäftsbedingungen (01.04.2026)
- DPD Austria: AGB national (01/2022)
Not legal advice. Deadlines and amounts come from the sources listed, as of the date given; the terms of your contract with the carrier prevail.