Claim deadlines for all parcel carriers for online merchants (DE + AT)
The safest way to report visible damage is right at delivery. In Germany, you usually report concealed damage within 7 days (§ 438 HGB, German Commercial Code). With UPS you have 14 days, and with DHL Express 30 days from collection. In Austria, the deadline is 7 days excluding Sundays and public holidays, and 6 calendar days with DPD Austria. For loss, DHL, DPD, GLS, Hermes and UPS are liable for 500 to 750 euros per parcel, capped at the value of the goods.
Germany: deadlines and liability by carrier
Standard domestic parcel, business customer terms, no additional insurance. "At delivery" means: report visible damage directly at handover.
| Carrier | Visible damage | Concealed damage | Loss | Delay | Liability per parcel |
|---|---|---|---|---|---|
| DHL Paket | at delivery | 7 days, in text form (§ 438 HGB) | deemed lost 20 calendar days after posting (AGB 6 Abs. 4) | no delivery time owed (AGB 4 Abs. 1) | 500 € (AGB 6 Abs. 3) |
| DPD | at delivery | 7 days (§ 438 HGB) | statutory presumption of loss (§ 424 HGB) | no delivery times agreed (AGB Ziff. 8) | 520 € incl. insurance, max. purchase value (AGB 13.1) |
| GLS | at delivery | 7 days, statutory deadlines (AGB 10.6) | statutory presumption of loss (§ 424 HGB) | no delivery times agreed (AGB 3.1) | 750 €, max. purchase price (AGB 10.2) |
| Hermes (myHermes Business) | at delivery (AGB 7.6) | 7 days (AGB 7.6) | deemed lost 20 days after acceptance (AGB 7.8) | excluded unless confirmed in writing (AGB 7.3) | 500 €, for new goods the net purchase price (AGB 7.3) |
| UPS Standard | no later than 14 days after receipt (Ziff. 12) | 14 days after receipt (Ziff. 12) | claim no later than 60 days after handover to UPS (Ziff. 12) | no delivery times (Ziff. 7), money back only with guaranteed services | 510 € or 8,33 SDR/kg, whichever is higher (Ziff. 9.2) |
| DHL Express | 30 days from collection, in writing (Ziff. 7) | 30 days from collection (Ziff. 7) | 30 days from collection (Ziff. 7) | no liability for delay (Ziff. 6.2), money-back guarantee only | 8,33 SDR/kg road, 26 SDR/kg air (Ziff. 6.1) |
SDR = special drawing right of the IMF, a unit of account whose euro value changes daily. With UPS and DHL Express, the deadlines in the terms and conditions differ from § 438 HGB. We have not checked whether this is valid in individual cases (§ 449 HGB).
Austria: deadlines and liability by carrier
In Austria, the CMR Convention (Convention on the Contract for the International Carriage of Goods by Road) also applies to domestic parcel transport (§ 439a UGB, Austrian Commercial Code). This is why the 7 days for concealed damage are counted excluding Sundays and public holidays.
| Carrier | Visible damage | Concealed damage | Loss / tracing request | Delay | Liability per parcel |
|---|---|---|---|---|---|
| Österreichische Post | at delivery (AGB 4.9.1) | 7 days excluding Sundays/public holidays, in writing (AGB 4.9.1) | tracing request by sender within 3 months (AGB 3.10.1) | from more than 5 working days, reservation within 21 days, max. postage (AGB 4.1.2, 4.9.1, 4.1.5); no guaranteed delivery times in the mail-order contract (6.1.4) | 8,33 SDR/kg (AGB 4.1.5); up to 510 € only in case of gross negligence (4.2); small parcel in mail order max. 50 € |
| DPD Austria | immediately on delivery (AGB 6.1) | 6 calendar days, in writing (AGB 6.1) | claims become time-barred after 6 months (AGB 6.2) | no liability (AGB 4.2) | value of goods + freight, max. 520 € (AGB 5.1); delivery to parcel shop max. 265 € (3.1.5) |
| GLS Austria | at delivery (Art. 30 CMR) | 7 days excluding Sundays/public holidays (Art. 30 CMR) | limitation period 1 year, in case of non-delivery from the 60th day after acceptance (AGB 9.1, 9.2) | as per statute (AGB 8.2), reservation within 21 days | 8,33 SDR/kg, compensation for value up to 550 € (AGB 8.1, 8.3) |
| UPS Austria | no later than 14 days after receipt (Ziff. 12) | 14 days after receipt (Ziff. 12) | 60 days after handover, limitation period 8 months (Ziff. 12) | no delivery times (Ziff. 7) | 85 € or the amount under § 54 AÖSp (Austrian General Freight Forwarding Terms), whichever is higher (Ziff. 9.2) |
With DPD Austria (6 calendar days, 6-month limitation period) and UPS Austria (8-month limitation period), the deadlines in the terms and conditions are shorter than under the CMR (7 days excluding Sundays/public holidays, 1 year). Validity not checked. If in doubt, meet the shorter deadline. DHL Paket Austria is missing because its current terms could not be accessed.
What the law says if the terms and conditions are silent
- Concealed damage: 7 days after delivery, in text form (§ 438 Abs. 2 HGB). If you miss the deadline, you don't lose the claim, but you have to prove that the damage occurred during transport.
- Delay: Notice within 21 days after delivery, otherwise the claim expires (§ 438 Abs. 3 HGB). Liability is capped at three times the freight charge (§ 431 Abs. 3 HGB), but only if a delivery time is owed.
- Loss: A parcel is deemed lost if it has not arrived after the delivery time plus the same period again, with a minimum of 20 days (§ 424 HGB).
- Limitation period: 1 year from delivery (§ 439 HGB).
- Who can claim: The recipient can assert claims, and the sender remains entitled to do so (§ 421 HGB). With Hermes, only the customer who placed the order can claim (AGB 7.9).
What to do as a merchant
- Customer reports damage: ask for photos of the goods and the packaging, and note the delivery date. The 7-day deadline starts from then.
- Submit the damage report to the carrier in text form (portal or form) and attach the invoice showing the value of the goods.
- No scan for days: start a tracing request (DHL business customer portal after 3 days without a new event). With Post AT, do this within 3 months at the latest.
- Ask for any rejection in writing and enter the limitation deadline in your calendar (1 year; DPD Austria 6 months, UPS Austria 8 months).
Frequently asked questions
How long do I have as a merchant to report concealed parcel damage to DHL?
7 days after delivery, in text form. DHL refers to § 438 HGB for this.
How much does DPD pay if a parcel is lost?
A maximum of 520 euros per parcel as total compensation from liability and included insurance, capped at the purchase value of the goods (AGB DPD CLASSIC 06/2026, Ziff. 13.1).
Are DHL, DPD or GLS liable for delays?
Not for standard shipping. According to their terms and conditions, none of the three agree to delivery times. You only get money back with express or guaranteed products that have a promised time.
What deadline applies to concealed damage with Österreichische Post?
Immediately after discovery, within 7 days at the latest, not counting Sundays and public holidays, in writing (AGB Paket Österreich 4.9.1).
Can the merchant file a claim, or only the recipient?
In Germany, both can. The recipient can assert claims, and the sender remains entitled to do so (§ 421 HGB). With Hermes, only the customer who placed the order can assert claims under the contract.
Sources
- DHL Paket: AGB Paket/Express National (07/2025)
- DHL Schadensanzeige (Formular 911-605-008) (03/2026)
- 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)
- DPD Austria: AGB national (01/2022)
- GLS Austria: Besondere Geschäftsbedingungen (01.04.2026)
- § 438 HGB Schadensanzeige
- § 424 HGB Verlustvermutung
- § 421 HGB Rechte des Empfängers
- § 439a UGB (CMR im Inland, Österreich)
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.