Return parcel lost

[MaGic]

I sent the dpd parcel as soon as I received the return bar code, but dpd said "There's a delay with your parcel at our sortation facility", and now Three sent me a bill asking to pay for the router, the customer service refused to contact dpd, insisting me to contact them, however I tried a millon times and failed. Does anyone else lost their returning parcel? Could customer service follow up on this? Thanks.

[MaGic]

I sent the dpd parcel as soon as I received the return bar code, but dpd said "There's a delay with your parcel at our sortation facility" for over a month, and now Three sent me a bill asking to pay for the router, I tried to contact dpd but failed, the "there's a delay..." is a dead end. Could any customer service help? Thank you.

[Paddiewack]

You would have had some sort of a receipt (digital or paper) to prove you returned the item. As long as you can prove to Three you did what was required of you there shouldn’t be a problem. You can look up the DPD customer service line and call them. I know,I’ve done it myself so to say you tried to contact them and “failed” is a bit of a misnomer.

[MaGic]

Hi, thank you for your reply. Believe me I tried my best to contact dpd, but I failed to update any information about this parcel. However I can prove that I already sent the parcel and dpd can't update it, I also explained this to a Three customer service, trying to ask not to send a bill for the cost of the router, but I failed again, I received a fine bill. You mentioned that "As long as you can prove to Three you did what was required of you there shouldn’t be a problem." Could you clarity does this mean Three could cancel the fine? Thank you very much.

[PeteG]

Hello. 

As the return is actually set up by Three, the team do have the ability to look into it. I believe the correct course of action is to raise the issue with DPD to start their investigation, and I think that takes up to 5 working days if I'm not mistaken. Once that's complete, they would update the order status, and the team at Three should be able to then view that. At that things should be able to move forwards. 

Pete.

[Paddiewack]

You say you can prove that you sent the parcel so that should be all you need since that’s all that is required of you.