Customer Service: FAQs

Updates B2C Europe & Suppliers

Last update: May 7, 2021

On this page you find the latest updates from our Customer Service team regarding operations. Please note that all information is subject to change and we do our best to keep it up to date and accurate.

Updates COVID-19

Below you will find an overview of the updates we have received from the carriers.

Netherlands:

Please be aware that the Netherlands is in lockdown.

There will be a general bank holiday in the Netherlands on the following days:

  • Thursday 13-05-2021 – Ascension Day
  • Monday 24-05-2021 – Pentecost

DHL:

Due to the lockdown, a limited number of DHL Service Points are closed. Check the opening hours before you visit one of the DHL locations.

France:

Colis Prive: cyber attack update

Following the cyberattack Colis Prive has experienced in the night of April 24th, they come back to us as agreed with further information.

Reopening of the services is ongoing and increasing and they’ve already reactivate:

  • Manifest files integration (EDI and webservices)
  • Scan events from PDA devices (hubs, agencies, deliverymen)
  • Deliverymen optimization tools
  • Undeliverable parcels: scan events and processing
  • Vigik passes for our deliverymen (access to buildings)

Colis Prive and Colissimo:

The French Government has announced on March 31, 2021 new restrictive measures due to Covid-19 Pandemic.These measures are impacting the whole French metropolitan territory.

Lockdown is imposed 7 days a week and « non-essential » shops will be closed. In addition schools will remain closed for several weeks. At this stage, they do not know what the possible impacts will be on Pickup stores networks and ecommerce activity.

Regarding their Pickup network, they estimate that 90% of network will remain available.

DPD:

Catering industry & retail are closed.
In the following geographical areas the non-essential businesses are closed:
Paris, Hauts-de-Seine, Val de Marne, Essonne, Val dÓise, Seine-et-Marne, Yvelines, Aisne, Nord, Oise, Pas-de-Calais, Somme, Alphes-Maritime, Seine-Maritime and Eure.

Due to the new restrictions communicated by the French government, more and more Pickup parcelshops have to close.

Germany:

Bank holidays in Germany.

The following days are public holidays in Germany and the DHL customer service is closed. (Work is suspended, there is a general employment ban, the sorting centers do not work on public holidays, they will be closed.

  • 13.05.2021 – Christi Himmelfahrt.
  • 24.05.2021 – Pfingstmontag.

Hermes DE:

Due to the corona measures decided by the federal and state governments, not all Hermes Parcel Shops are currently open. Since a large part of the more than 16,000 Parcel Shops nationwide are integrated in facilities for daily needs, over 75 percent of the Parcel Shops will also be available during the lockdown.

Deutsche Post:

Due to the current rise in parcel volumes and more stringent COVID safety measures, the delivery of shipments may be subject to delays in certain cases. We ask for your understanding in such instances.

Ireland:

Anpost

The ecommerce parcels volume has increased significantly since the beginning of COVID-19 pandemic. Since the new measures and the closing of most retail outlets in Ireland, we are experiencing an earlier than usual start of the peak season. The delays can be up to 14 working days.
For more information related to delays and COVID-19 of Anpost please click here.

PostNL General:

For the list of countries below, PostNL can give you more of an estimate of the expected delay. This delay is added to the normal delivery times.

  • Australia: 1 – 21 days
  • Brazil: 20 days
  • Canada: 1-3 days
  • China: 7 – 14 days
  • Croatia: 4-7 days
  • Cyprus: 4-7 days
  • Dominican Republic: 3 – 6 days
  • Finland: 1 – 6 days
  • France: 1 – 8 days
  • Ireland: 1 – 11 days
  • Japan: 7 – 12 days
  • Morocco: 8 days
  • New Zealand: 10 – 14 days
  • Portugal: 1 – 7 days
  • Spain: 6 – 14 days
  • Slovenia: 8 days
  • United Kingdom: 6 – 12 days
  • United States: 9 – 27 days

Delivery delays due to COVID-19. The situation is constantly changing. PostNL has no influence on this. They can’t guarantee a time of delivery.

  • From pick-up at your warehouse to your customer’s doorstep
  • Access to a local return solution within 24 hours
  • Importing from US, UK or China was never easier with our Customs Clearance solution
  • Easy to scale up through fulfillment
  • Your customer can collect their parcel where and whenever they want
  • We’ll take care of shipping, so you can stay focused on your business

Products & Solutions

  • Please find information about ParcelPlus, ParcelPremium and TrackPost here.
  • For information about Return Your Parcel, please click here.
  • For an overview of our solutions, please click here.

Supplier information & Tracking

General tracking link click here

  • Anpost: (Ireland): Check tracking with T&T code here.
  • Atpost (Austria): Check tracking with T&T code here.
  • Bpost (Belgium): Check tracking with T&T code here.
  • Bring (Denmark): Check tracking with T&T code here.
  • Chronopost (France): Check tracking with RYP code here.
  • Coli Prive ( France): Check tracking with T&T code here.
  • Colissimo (France): Check tracking with T&T code here.
  • Correos(Spain): Check tracking with T&T code here.
  • CTT Express / Tourline (Spain / Portugal): Check tracking with T&T code here.
  • Chronopost RYP (France): Check tracking with T&T code here.
  • DC Postal (Luxembourg): Check tracking with T&T code here.
  • DHL(Netherlands): Check tracking with T&T code here.
  • DHL DE (Germany): Check tracking with T&T code here.
  • DHL Global LY numbers: Check tracking with T&T code here.
  • DHL Air Express(United Kingdom): Check tracking with T&T code here.
  • DHL Scan Global Logistics (Sweden): Check tracking with T&T code here.
  • DPD AMS 0511 / 0522 numbers: Check tracking with T&T code here.
  • DPD UK: Check tracking with T&T code  here.
  • Estipost / Omniva: Check tracking with T&T code here.
  • Fedex; Check tracking with T&T code  here.
  • Fietskoeriers: Check tracking with T&T code here.
  • GLS (Netherlands): Check tracking with T&T code here.
  • GLS Italy:  Check tracking with T&T code here.
  • Hermes (Germany): Check tracking with T&T code here.
  • Hermes (United Kingdom): Check tracking with T&T code here.
  • Kaab (Poland): Check tracking with T&T code here.
  • PostNL:
    Check tracking (EU) with T&T code here.
    Check tracking (outside EU) with T&T code here.
  • SDA (Italy): Check tracking with T&T code here.
  • Skynet: Check tracking with T&T code here.
  • Taxidromiki: Check tracking with T&T code here.
  • Tourline/CTT Express (Spain / Portugal)  Check tracking with T&T code here.
  • UPS: Check tracking with T&T code here.
  • Zeleris: Check tracking with T&T code here.

Investigation & Compensation

How to start an investigation:

To start an investigation for a parcel shipment you need to fill in the online inquiry form at http://www.customer-pages.com.

  • Step 1: Go to CustomerService
  • Step 2: Inquiry Form
  • Step 3: Fill in the order number and the parcel pop up.
  • Step 4: Fill in the problem description, upload the commercial invoice, add a CC e-mail (not required), fill in the content and press send.
  • Step 5: You will receive a copy of the inquiry form.

We will start the investigation within 24 hours.

Please ensure that claims are being submitted within a maximum period of 30 days after shipping date. Claim handling time can take between 6 and 12 weeks. Each final mile carrier of B2C Europe has a different way of handling our claims but we fill in the files that need to be filled in to process the claim.

If the claim is submitted you’ll receive an email notification from us with the confirmation: to be compensated – which meaning that your claim has now been transferred to our finance department. Claim payments are made once every quarter.

Knowledge Base

Contact our NL Customer Service

Please contact us by sending an email. Phone our customer service team: +31(0)20 2443301, or visit www.customer-pages.com

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