In this case, we will submit an investigation request (customer inquiry) to DHL. For this, we urgently need:
- A fully completed, signed formr from the customer confirming non-receipt of the goods (shipment ID and name must be included)
- The invoice to the customer or order from Shopify
Please send both documents with the very first request — this saves follow-up questions and time.
After initiating the investigation, we will reproduce the missing items.
You can find the forms here.