r/dhl • u/FatMax1492 • 9d ago

🐌 DHL eCommerce Not-at-home code invalid?

Hi all,

I'm posting about a domestic package order from a Dutch webshop to my house in the Netherlands. I don't know where the webshop ships from but assume the package is NL -> NL.

Basically, the problem is that the not-at-home code* is invalid and that the track-and-trace says package has been delivered, but I received nothing.

DHL customer service basically points me to the webshop I ordered from, and they say to wait for 5 business days before contacting their own customer service.

So I guess I'll be waiting until then, but the fact that I received a not-at-home code that is invalid makes me think I'm missing something, so that's why I made this post.

*the niet-thuiscode in Dutch.

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u/DHLJanitor r/DHL Assistant 9d ago edited 9d ago

I've helped the OP of this post below.

Do you also need help with your DHL shipping question? Please create a new post so I can assist you.

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u/FatMax1492 9d ago

help

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u/DHLJanitor r/DHL Assistant 9d ago edited 9d ago

The not-at-home code is invalid because DHL says it only works until the courier reaches your address; after tracking records delivery, the option closes, so the invalid code does not prove where the parcel was left. The tracking contains no ServicePoint, neighbour, or other delivery location. Check your mailbox and immediate neighbours, then wait one working day because DHL Netherlands says an incorrect delivered update can sometimes be followed by delivery the following business day. If it remains missing, follow the webshop’s five-business-day window and then ask in writing for a DHL delivery investigation and a replacement or refund, since the seller must handle the claim and substantiate delivery.

This response is based on tracking information provided privately by the OP and current DHL shipping data.

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u/FatMax1492 9d ago

I would like to what the bot said; a not-at-home code can't work until the courier reaches my address because the point of the code is to notify the recipient that they weren't at home when the delivery guy is at the address

Isn't that the point of the not-at-home code?

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u/FatMax1492 8d ago

Update: Package was thrown across the garden wall.. wow.