{"id":"dhl-express","page":"https://escalate.alexgaoth.com/#/c/dhl-express","html":"https://escalate.alexgaoth.com/c/dhl-express/","generated":"2026-10-15","company":{"id":"dhl-express","name":"DHL Express (U.S.)","aliases":["dhl","dhl express","mydhl"],"sector":"shipping","parent":"DHL Group","website":"https://mydhl.express.dhl/us/en/home.html","official_domains":["dhl.com","express.dhl"],"security":{"report_phishing":[{"id":"report-phishing-email","type":"email","label":"DHL anti-abuse mailbox (attach suspicious emails; send screenshots of suspicious texts with the sender's number)","value":"phishing@dhl.com","purposes":["fraud"],"notes":"DHL asks you to attach a suspicious email to a new email instead of forwarding it, so the full headers are kept. Read from search-result text of this page on 2026-10-12; the page timed out for automated fetches.","source":"https://www.dhl.com/us-en/home/footer/fraud-awareness.html","last_verified":"2026-10-12"}]},"regulators":["ftc"],"notes":"DHL Express is an international express carrier. In the U.S., only the bill-to party (the DHL account holder) or, in some cases, the shipper can file a claim. A receiver needs an Assignment of Rights from that party. Terms and Conditions of Carriage shown on the U.S. site are valid from December 28, 2024. The www.dhl.com U.S. pages timed out and could not be read.","channels":[{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"billing-phone","type":"phone","label":"DHL Express billing assistance","value":"+1-800-722-0081","purposes":["billing_error"],"source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"attempted-delivery-phone","type":"phone","label":"Attempted delivery notices","value":"+1-888-273-8876","purposes":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"digital-assistant-chat","type":"chat","label":"DHL Express Digital Assistant chat (24/7)","value":"https://mydhl.express.dhl/us/en/help-and-support.html#/contact_us","hours":"24/7","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"claims-page","type":"web_form","label":"File a claim with DHL Express (account holders and shippers)","value":"https://spark.dhl.com/smartcare","purposes":["lost_package","damaged_item","late_delivery"],"notes":"Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"},{"id":"receiver-assignment-of-rights","type":"web_form","label":"Claims information for shipment receivers (Assignment of Rights)","value":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","purposes":["lost_package","damaged_item"],"notes":"A receiver cannot file directly. The bill-to party or shipper must sign an Assignment of Rights form first.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","last_verified":"2026-10-12"},{"id":"dispute-charge-form","type":"web_form","label":"Dispute charges for returned or cancelled shipments","value":"https://mydhl.express.dhl/us/en/forms/dispute-charge.html","purposes":["billing_error"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/claims-faqs.html","last_verified":"2026-10-12"}],"escalation":[{"rung":"frontline","channel":"customer-service-phone"},{"rung":"written_complaint","channel":"claims-page","note":"Claim by the bill-to party or shipper; receivers need an Assignment of Rights."},{"rung":"payment_dispute","note":"Dispute with the seller who shipped the item."}],"playbooks":[{"issue":"lost_package","summary":"Start a trace by phone, then the shipper or bill-to party files a written claim within 30 days of the date DHL accepted the shipment.","evidence":["10-digit waybill number","vendor or retail invoice","proof of the online transaction","serial numbers"],"steps":[{"do":"Call DHL Express customer service to start a trace.","channel":"customer-service-phone"},{"do":"If you are the receiver, ask the shipper or seller to file the claim, or ask for an Assignment of Rights so you can file.","channel":"receiver-assignment-of-rights"},{"do":"The shipper or account holder files the claim online with all documents in one file.","channel":"claims-page"},{"do":"If you bought the item and the seller does not refund or resend, dispute the charge with your card issuer."}],"facts":[{"kind":"deadline","claim":"All claims must be submitted in writing to DHL within thirty (30) days from the date that DHL accepted the shipment. Only one claim is allowed per shipment.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/legal/terms-and-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Only the bill-to party (DHL account holder) or, in certain cases, the shipper can submit a claim. Anyone else needs an Assignment of Rights from that party.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Most claims resolve within ten business days, and the whole claims process can take up to thirty calendar days.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/claims-faqs.html","last_verified":"2026-10-12"}]},{"issue":"damaged_item","summary":"Keep everything for inspection; the claim owner files within 30 days of the date DHL accepted the shipment.","evidence":["photos of the damaged items and the inner and outer packaging","repair estimate or technician's statement of non-repair","waybill","invoices"],"steps":[{"do":"Keep all damaged items and the inner and outer packaging at the delivery location until the claim is closed. DHL may inspect or salvage them."},{"do":"Photograph the items and packaging, and get a repair estimate or a statement that the item cannot be repaired."},{"do":"Have the shipper or account holder file the claim, or get an Assignment of Rights.","channel":"claims-page"}],"facts":[{"kind":"policy","claim":"Not keeping the original shipment and packaging at the delivery location, or not making it available for inspection, may invalidate the claim.","issues":["damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}]},{"issue":"late_delivery","summary":"The Money-Back Guarantee covers only the time-definite DHL EXPRESS 9:00, 10:30 and 12:00 services; notify DHL within 14 calendar days of the shipment date.","evidence":["account number","waybill number","shipment date","complete receiver information"],"steps":[{"do":"Check that the shipment used DHL EXPRESS 9:00, 10:30 or 12:00 (or the import versions)."},{"do":"Notify DHL in writing or by phone within 14 calendar days of the shipment date. Only the billed party can file a late-delivery service claim.","channel":"customer-service-phone"}],"facts":[{"kind":"deadline","claim":"For the Money-Back Guarantee, the customer must notify DHL within 14 calendar days of the shipment date, in writing or by telephone, with the account number, waybill number, shipment date and complete receiver information.","issues":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/legal/mbg.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Money-Back Guarantee applies to DHL EXPRESS 9:00, 10:30 and 12:00 and their IMPORT versions. DHL may modify or cancel it at any time.","issues":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/legal/mbg.html","last_verified":"2026-10-12"}]}],"facts":[{"kind":"limit","claim":"For air shipments, DHL liability is limited to the lower of the current market or declared value, or 26 Special Drawing Rights per kilogram (about US$35.00/kg). Cross-border road shipments are limited to 8.33 SDR per kilogram (about US$11.00/kg).","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/legal/terms-and-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Claim documents include a copy of the waybill, a vendor or supplier invoice and a retail invoice, proof of the online transaction if the item was bought or sold online, and serial numbers.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}],"known_blockers":["A receiver cannot file a claim without a signed Assignment of Rights from the bill-to party or shipper.","The 30-day claim window counts from the date DHL accepted the shipment, not the delivery date."]},"playbooks":{"lost_package":{"company":{"id":"dhl-express","name":"DHL Express (U.S.)","sector":"shipping","website":"https://mydhl.express.dhl/us/en/home.html","account_url":null},"issue":{"id":"lost_package","name":"Lost package"},"playbook_source":"company","summary":"Start a trace by phone, then the shipper or bill-to party files a written claim within 30 days of the date DHL accepted the shipment.","evidence":["10-digit waybill number","vendor or retail invoice","proof of the online transaction","serial numbers"],"steps":[{"do":"Call DHL Express customer service to start a trace.","channel":{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"}},{"do":"If you are the receiver, ask the shipper or seller to file the claim, or ask for an Assignment of Rights so you can file.","channel":{"id":"receiver-assignment-of-rights","type":"web_form","label":"Claims information for shipment receivers (Assignment of Rights)","value":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","purposes":["lost_package","damaged_item"],"notes":"A receiver cannot file directly. The bill-to party or shipper must sign an Assignment of Rights form first.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","last_verified":"2026-10-12"}},{"do":"The shipper or account holder files the claim online with all documents in one file.","channel":{"id":"claims-page","type":"web_form","label":"File a claim with DHL Express (account holders and shippers)","value":"https://spark.dhl.com/smartcare","purposes":["lost_package","damaged_item","late_delivery"],"notes":"Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}},{"do":"If you bought the item and the seller does not refund or resend, dispute the charge with your card issuer."}],"channels":[{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"digital-assistant-chat","type":"chat","label":"DHL Express Digital Assistant chat (24/7)","value":"https://mydhl.express.dhl/us/en/help-and-support.html#/contact_us","hours":"24/7","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"claims-page","type":"web_form","label":"File a claim with DHL Express (account holders and shippers)","value":"https://spark.dhl.com/smartcare","purposes":["lost_package","damaged_item","late_delivery"],"notes":"Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"},{"id":"receiver-assignment-of-rights","type":"web_form","label":"Claims information for shipment receivers (Assignment of Rights)","value":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","purposes":["lost_package","damaged_item"],"notes":"A receiver cannot file directly. The bill-to party or shipper must sign an Assignment of Rights form first.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"All claims must be submitted in writing to DHL within thirty (30) days from the date that DHL accepted the shipment. Only one claim is allowed per shipment.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/legal/terms-and-conditions.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"Only the bill-to party (DHL account holder) or, in certain cases, the shipper can submit a claim. Anyone else needs an Assignment of Rights from that party.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Most claims resolve within ten business days, and the whole claims process can take up to thirty calendar days.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/claims-faqs.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"For air shipments, DHL liability is limited to the lower of the current market or declared value, or 26 Special Drawing Rights per kilogram (about US$35.00/kg). Cross-border road shipments are limited to 8.33 SDR per kilogram (about US$11.00/kg).","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/legal/terms-and-conditions.html","last_verified":"2026-10-12"},{"kind":"process","claim":"Claim documents include a copy of the waybill, a vendor or supplier invoice and a retail invoice, proof of the online transaction if the item was bought or sold online, and serial numbers.","issues":["lost_package","damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Claim by the bill-to party or shipper; receivers need an Assignment of Rights.","channel":{"id":"claims-page","type":"web_form","label":"File a claim with DHL Express (account holders and shippers)","value":"https://spark.dhl.com/smartcare","purposes":["lost_package","damaged_item","late_delivery"],"notes":"Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["A receiver cannot file a claim without a signed Assignment of Rights from the bill-to party or shipper.","The 30-day claim window counts from the date DHL accepted the shipment, not the delivery date."],"security":{"official_domains":["dhl.com","express.dhl"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"DHL anti-abuse mailbox (attach suspicious emails; send screenshots of suspicious texts with the sender's number)","value":"phishing@dhl.com","purposes":["fraud"],"notes":"DHL asks you to attach a suspicious email to a new email instead of forwarding it, so the full headers are kept. Read from search-result text of this page on 2026-10-12; the page timed out for automated fetches.","source":"https://www.dhl.com/us-en/home/footer/fraud-awareness.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":15,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 16 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"DHL Express is an international express carrier. In the U.S., only the bill-to party (the DHL account holder) or, in some cases, the shipper can file a claim. A receiver needs an Assignment of Rights from that party. Terms and Conditions of Carriage shown on the U.S. site are valid from December 28, 2024. The www.dhl.com U.S. pages timed out and could not be read.","warnings":[]},"damaged_item":{"company":{"id":"dhl-express","name":"DHL Express (U.S.)","sector":"shipping","website":"https://mydhl.express.dhl/us/en/home.html","account_url":null},"issue":{"id":"damaged_item","name":"Item arrived damaged or defective"},"playbook_source":"company","summary":"Keep everything for inspection; the claim owner files within 30 days of the date DHL accepted the shipment.","evidence":["photos of the damaged items and the inner and outer packaging","repair estimate or technician's statement of non-repair","waybill","invoices"],"steps":[{"do":"Keep all damaged items and the inner and outer packaging at the delivery location until the claim is closed. 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The bill-to party or shipper must sign an Assignment of Rights form first.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/shipment-receivers.html","last_verified":"2026-10-12"}],"facts":[{"kind":"policy","claim":"Not keeping the original shipment and packaging at the delivery location, or not making it available for inspection, may invalidate the claim.","issues":["damaged_item"],"source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"},{"kind":"limit","claim":"For air shipments, DHL liability is limited to the lower of the current market or declared value, or 26 Special Drawing Rights per kilogram (about US$35.00/kg). 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Read from search-result text of this page on 2026-10-12; the page timed out for automated fetches.","source":"https://www.dhl.com/us-en/home/footer/fraud-awareness.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":15,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 16 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"DHL Express is an international express carrier. In the U.S., only the bill-to party (the DHL account holder) or, in some cases, the shipper can file a claim. A receiver needs an Assignment of Rights from that party. Terms and Conditions of Carriage shown on the U.S. site are valid from December 28, 2024. The www.dhl.com U.S. pages timed out and could not be read.","warnings":[]},"late_delivery":{"company":{"id":"dhl-express","name":"DHL Express (U.S.)","sector":"shipping","website":"https://mydhl.express.dhl/us/en/home.html","account_url":null},"issue":{"id":"late_delivery","name":"Late delivery or service guarantee"},"playbook_source":"company","summary":"The Money-Back Guarantee covers only the time-definite DHL EXPRESS 9:00, 10:30 and 12:00 services; notify DHL within 14 calendar days of the shipment date.","evidence":["account number","waybill number","shipment date","complete receiver information"],"steps":[{"do":"Check that the shipment used DHL EXPRESS 9:00, 10:30 or 12:00 (or the import versions)."},{"do":"Notify DHL in writing or by phone within 14 calendar days of the shipment date. Only the billed party can file a late-delivery service claim.","channel":{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"}}],"channels":[{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"attempted-delivery-phone","type":"phone","label":"Attempted delivery notices","value":"+1-888-273-8876","purposes":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"digital-assistant-chat","type":"chat","label":"DHL Express Digital Assistant chat (24/7)","value":"https://mydhl.express.dhl/us/en/help-and-support.html#/contact_us","hours":"24/7","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"},{"id":"claims-page","type":"web_form","label":"File a claim with DHL Express (account holders and shippers)","value":"https://spark.dhl.com/smartcare","purposes":["lost_package","damaged_item","late_delivery"],"notes":"Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}],"facts":[{"kind":"deadline","claim":"For the Money-Back Guarantee, the customer must notify DHL within 14 calendar days of the shipment date, in writing or by telephone, with the account number, waybill number, shipment date and complete receiver information.","issues":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/legal/mbg.html","last_verified":"2026-10-12"},{"kind":"policy","claim":"The Money-Back Guarantee applies to DHL EXPRESS 9:00, 10:30 and 12:00 and their IMPORT versions. DHL may modify or cancel it at any time.","issues":["late_delivery"],"source":"https://mydhl.express.dhl/us/en/legal/mbg.html","last_verified":"2026-10-12"}],"rules":{"in_force":[],"not_in_force":[]},"tips":[],"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Claim by the bill-to party or shipper; receivers need an Assignment of Rights.","channel":{"id":"claims-page","type":"web_form","label":"File a claim with DHL Express (account holders and shippers)","value":"https://spark.dhl.com/smartcare","purposes":["lost_package","damaged_item","late_delivery"],"notes":"Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]}],"known_blockers":["A receiver cannot file a claim without a signed Assignment of Rights from the bill-to party or shipper.","The 30-day claim window counts from the date DHL accepted the shipment, not the delivery date."],"security":{"official_domains":["dhl.com","express.dhl"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"DHL anti-abuse mailbox (attach suspicious emails; send screenshots of suspicious texts with the sender's number)","value":"phishing@dhl.com","purposes":["fraud"],"notes":"DHL asks you to attach a suspicious email to a new email instead of forwarding it, so the full headers are kept. Read from search-result text of this page on 2026-10-12; the page timed out for automated fetches.","source":"https://www.dhl.com/us-en/home/footer/fraud-awareness.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":15,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 16 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"context":{"dossier":false,"sector_guide":true,"hint":"Call get_context for how this company handles complaints in practice and which scams use its name."},"notes":"DHL Express is an international express carrier. In the U.S., only the bill-to party (the DHL account holder) or, in some cases, the shipper can file a claim. A receiver needs an Assignment of Rights from that party. Terms and Conditions of Carriage shown on the U.S. site are valid from December 28, 2024. The www.dhl.com U.S. pages timed out and could not be read.","warnings":[]}},"escalation":[{"index":0,"rung":"frontline","channel":{"id":"customer-service-phone","type":"phone","label":"DHL Express customer service (1-800-CALL-DHL)","value":"+1-800-225-5345","hours":"Mon-Fri 5 AM to 7 PM Arizona time","purposes":["lost_package","damaged_item","late_delivery","poor_service"],"notes":"DHL says to call this number to start a trace for a lost shipment or missing contents.","source":"https://mydhl.express.dhl/us/en/help-and-support.html","last_verified":"2026-10-12"}},{"index":1,"rung":"written_complaint","note":"Claim by the bill-to party or shipper; receivers need an Assignment of Rights.","channel":{"id":"claims-page","type":"web_form","label":"File a claim with DHL Express (account holders and shippers)","value":"https://spark.dhl.com/smartcare","purposes":["lost_package","damaged_item","late_delivery"],"notes":"Only the party that owns the claim rights (usually the shipper or bill-to account holder) can submit. Combine all documents into one PDF or ZIP file.","source":"https://mydhl.express.dhl/us/en/help-and-support/contact-us/claims/holders-and-shippers.html","last_verified":"2026-10-12"}},{"index":2,"rung":"payment_dispute","note":"Dispute with the seller who shipped the item.","rules":["fcba-billing-error","efta-reg-e"]}],"security":{"official_domains":["dhl.com","express.dhl"],"never_asks":[],"known_scams":[],"report_phishing":[{"id":"report-phishing-email","type":"email","label":"DHL anti-abuse mailbox (attach suspicious emails; send screenshots of suspicious texts with the sender's number)","value":"phishing@dhl.com","purposes":["fraud"],"notes":"DHL asks you to attach a suspicious email to a new email instead of forwarding it, so the full headers are kept. Read from search-result text of this page on 2026-10-12; the page timed out for automated fetches.","source":"https://www.dhl.com/us-en/home/footer/fraud-awareness.html","last_verified":"2026-10-12"}]},"credibility":{"grade":"B","primary_share":1.0,"sources":{"primary":16},"verified_from":{"page":15,"search_snippet":1},"last_verified":"2026-10-12","oldest_verified":"2026-10-12","stale_items":0,"explanation":"Grade B (good: mostly official pages; check the flagged values before relying on them). 100% of 16 sources are the organization's own pages or government sites; 1 value(s) were read from a search snippet or an archive copy.","dossier_last_verified":null},"dossier":null,"guide":{"key":"shipping","title":"Parcel and mail carriers — how complaints work","last_verified":"2026-10-12","file":"guides/shipping.md","page":"https://escalate.alexgaoth.com/#/guides/shipping"}}