This is about lost Marketplace orders.
Decisive is the shipping method that the seller has chosen for shipping and for which you paid for shipping. Only in case of an insured package sent with a tracking number, an investigation and compensation can be made.
How was your package shipped?
Insured shipping as a package via DPD
Since Prelved provides the shipping labels from DPD, we also do the research for you here. Report a problem in the My Orders section or in your sales overview or contact us via our contact formula stating the order number. We will initiate an investigation at DPD for you and ask for compensation. If the package is lost, both the seller and the buyer will be compensated for the damage.
Insured shipping as a package via DHL
When shipping via DHL, the seller has bought the shipping label via the online franking portal of DHL. As the sender, she/he can initiate an investigation with DHL after 7 working days without updating the shipment history. This can be done here, for example. If the package is indeed lost, DHL will compensate the damage. In this case, please let us know so that we can assist you in cancelling the order. This can be done via the problem report button or via our contact formula.
Uninsured shipping as parcel/ maxi letter/ large letter Deutsche Post
These shipping methods are not insured and have no tracking number. In case of loss no investigation can be initiated and no compensation can be claimed. Also the seller is not obligated in this case to deliver a replacement or to compensate the damage.
You can protect yourself during shipping...
... as buyer only order items that are shipped with the shipping method package. For this purpose it is best to contact the seller before a purchase, after the purchase the shipping method can no longer be changed.
... as a seller, by shipping your items only with the shipping method package. You can select the shipping method when you upload your products. You can also change it afterwards, as long as the item has not been sold.
Own shipping by seller
If the seller has chosen the shipping method "own shipping", the seller can submit an investigation to the shipping service provider, in case the order was shipped insured.
If the package is indeed lost, the shipping service provider will compensate the damage. In this case, please let us know so that we can assist you in cancelling the order. This can be done via the problem report button or via our contact formula.
If the shipment is not insured or trackable, no investigation can be initiated and no compensation can be claimed.