Unforeseen Delays in Shipment Delivery: Preparing for the Worst-Case Scenario
Dealing with delivery mishaps is a common pain point for many consumers when it comes to parcels and mail. As a helpful guide, we'll cover seven typical scenarios, including lost, damaged, or delayed deliveries, and what your rights are as a sender or recipient.
Scenario 1: Missing or undelivered parcels
For recipients, it's best to reach out to the sender in this situation, as the sender has a contract with the carrier, not the recipient. If you've made an online purchase, you're not obligated to pay for the goods if they don't arrive since payment is due upon delivery. Set a two-week deadline for redelivery to be on the safe side, and cancel the purchase if the parcel still doesn't show up by then. Be sure to document this in writing and send it by registered mail.
Senders, whether companies or individuals, may submit a trace request to the post office to find the location of the missing parcel. Most carriers like DHL can still trace and deliver the parcel if it's lost, and their liability covers damages up to certain limits.
Scenario 2: Significantly delayed parcels
While legal delays in delivery don't incur penalties, long delays in receiving ordered goods can be frustrating. If the delay continues, follow the same steps as missings parcels - set a deadline for redelivery, and cancel the purchase if necessary. However, for specific delivery date purchases (e.g., a wedding), recipients can expect the agreed-upon date to be met, and can claim damages if the item is delivered after the agreed date, resulting in having to buy a replacement at a higher price.
Scenario 3: Damaged parcels
When visible damage occurs during delivery, report it immediately to the delivery driver. If the driver is already gone, report the damage promptly to the sender, ideally with proof via photos or videos. The sender can then file a damage report with the carrier, who is responsible for the delivery.
Scenario 4: Stolen parcels from designated delivery locations
Recipients are typically not held liable for stolen parcels if they've designated an alternative delivery location or neighbor.
Scenario 5: Shipments left at an unintended delivery location
If a delivery is made to an unintended location, contact the service provider to protest the delivery and make sure it doesn't happen with future shipments. If the package is delivered properly but notification of the delivery location is missing, investigate the agreed delivery location first and contact the sender to initiate inquiries with the service provider if necessary.
Scenario 6: Missing delivery notifications
Check the agreed delivery location first or ask neighbors if the whereabouts of the shipment remain unclear. If the service provider's shipment tracking does not provide clarification, contact the sender to initiate inquiries. Consumers are not obligated to pick up parcels that were delivered improperly.
Scenario 7: Unsuccessful delivery claims
Inform the sender if a courier service claims to have been there but didn't. The sender can then pressure the carrier for answers. If recipients have a shipment number, they can also attempt to inquire with the service provider directly. However, the service provider is only obligated to provide information to the contractual partner (the sender). Most carriers will make a new delivery attempt on the following working day after an unsuccessful delivery attempt.
When it comes to parcels in Germany, consumers have legal protections and seller obligations to ensure delivery quality. The legal guarantee of conformity requires the seller to repair, replace, or otherwise ensure the product complies with the contract within a reasonable time, ideally within 30 days. Consumers can demand a price reduction or contract resolution with a refund if the deadline is exceeded or the seller refuses to act. Sellers are responsible for delivering goods in conformity and ensuring parcels are handled properly during delivery to avoid damage or loss. Recipients are generally protected from bearing transport risks unless they explicitly accept the return shipping costs.
[1] https://www.gesetze-im-internet.de/gesetze/BGB/[2] https://www.gesetze-im-internet.de/auseanalyse/[3] https://www.post.de/images/entscheidungssteller/EU_postelektronisch/postelektronisch_pea_anhangscheine.pdf[4] https://www.post.de/onboarding/serviceleistungen/dienstleistungen/parcelpost.html
In the event of a missing or undelivered parcel, as a recipient, it's advisable to contact the sender within a two-week deadline for redelivery. If the parcel still doesn't show up after that time, written documentation of the issue should be sent by registered mail, and the purchase may need to be cancelled (general-news and finance).
If a parcel arrives damaged, it's important to report the damage to the delivery driver or the sender as soon as possible, ideally with proof such as photos or videos. The carrier is responsible for the delivery and can be contacted by the sender to file a damage report (general-news and finance).
