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Your customers’ orders can be delayed due to an issue with DHL
Since July 3, DHL has been delivering and receiving shipments, and updating parcel statuses with delays.
The issue is affecting all the DHL delivery options, including courier deliveries and deliveries to parcel lockers or pick-up points.
What it means for you
If you are also affected by the issue with DHL, you may have problems with fulfilling orders on time. Some of your customers will receive their orders later than indicated in the estimated delivery time displayed in your offers at the time of purchase.
What we are doing about this issue
- We have extended the shipping times for DHL delivery options to 3–4 days. It means that the expected delivery time for that carrier displayed in offers is now longer.
- We have let your customers know that orders dispatched with DHL can be delayed for reasons beyond your control.
- If buyers give you Not Recommended ratings due to delivery delays, we can exclude those ratings from your statistics. Learn more.
- We will automatically exclude orders dispatched with DHL from sales quality metrics: On-time dispatch and Fast dispatch, if you did not or do not manage to dispatch them as declared due to this issue.
- If a buyer opens a Discussion, give a standard answer. We will mark those Discussions as resolved when the parcels are delivered or the buyer receives a refund.
