Please note the following guidelines if you want to report a problem that is fitting into one of these categories:


Category of ClaimSubject + recipient name and tracking number

1. Unfortunately the provided tracking does not work

Parcel Lost

2. It looks like the parcel is lost

Delivered to Unknown

3. The outer packaging is visibly damaged

Outer Packaging Problem

4. When the package was accepted, it was not obvious that there was a problem with its contents

Parcel Content Problem

5. Important information regarding P.O. Box an Packaging Stations

P.O. Box / Packaging Station



Basically, please report the problem by creating a ticket in the Support Portal or by sending an email to support@getbyrd.com . Depending on the problem category, please add the appropriate subject + recipient name and tracking number.


This summary will help you to understand the most common problems and it provides you with detailed instructions based on the chosen carrier. Please note that these instructions and deadlines need to be noted in any case. If your request is not shown here, please contact our support with a description of the problem and appropriate documentation.


1. Parcel Lost

Description

DHL / DHL Express

Other Carrier

Parcel did not arrive at the recipient and the provided tracking link does not work at all.


The tracking link did not update for a long time.


No Tracking link was given.


Send these documents for further investigation:


- recipient's invoice in EUR

- non-receipt declaration


deadline:

all necessary documents must be provided within 15 workdays after moment of knowledge about non-delivery, if deadline was not met we can not provide any assistance or compensation



AGB §8, §9

Send these documents for further investigation:


- recipient's invoice in EUR

- non-receipt declaration

- proof of production costs in EUR


deadline:

all necessary documents must be provided within 15 workdays after moment of knowledge about non-delivery, if deadline was not met we can not provide any assistance or compensation


AGB §8, §9



2. Delivered to Unknown

Description

DHL / DHL Express

Other Carrier

Recipient did not receive the parcel but tracking shows that it has been delivered.


Parcel was delivered to unknown person.



For further investigation send us:


- recipient's invoice in EUR

- non-receipt declaration


deadline:

all necessary documents must be provided within 15 workdays after date of delivery or after moment of knowledge about non-delivery, if deadline was not met we can not provide any assistance or compensation



AGB §8, §9

For further investigation send us:


- recipient's invoice in EUR

- non-receipt declaration

- proof of production costs in EUR


deadline:

all necessary documents must be provided within 15 workdays after date of delivery or after moment of knowledge about non-delivery, if deadline was not met we can not provide any assistance or compensation


AGB §8, §9



3. Outer Packaging Problem (Obvious Damage)

Description

DHL / DHL Express

Other Carrier

The outer packaging of the parcel is damaged and it is very likely that the content might be broken or missing



Do not accept the parcel and report this immediately


if the recipient accepts it or picked it up from a shop we can not provide any assistance or compensation


AGB §8, §9 (This applies to all carriers)



4. Parcel Content Problem (Hidden Damage)

Description

DHL / DHL Express

Other Carrier

The parcel arrived but the content is damaged.


The package content is not correct.


The parcel contains no content at all.

Before receiving further instructions, please provide us with:


- pictures of inside packaging material

- pictures of broken / wrong items


deadline:

pictures of damage must be received within 72 hours after parcel was accepted by recipient, if deadline was not met we can not provide any assistance or compensation


AGB §8, §9 (This applies to all carriers)



5. P.O. Box / Packaging Station

Description

DHL / DHL Express

Other Carrier

Shipment to P.O. Box and  DHL Packstation

Delivery cannot be guaranteed by byrd. When shipping to DHL packing stations, special instructions (see link) must be observed when placing an order. If data is entered contrary to these specifications, delivery to DHL Packstations cannot be guaranteed.


AGB §10 (This applies to all carriers)


Guidelines based on our current General Terms and Conditions (AGB)

AT: https://getbyrd.com/agb-at-05032018/  

DE: https://getbyrd.com/agb-de-05032018/