Business customer contact form

Do you have any questions about our business customer portal?

Here you will find answers to the most frequently asked customer questions, sorted by topic.

Where is my shipment?

To find out the shipment status of your shipment quickly and easily, our shipment tracking is at your disposal.

Please note the following important information about shipment tracking:

  • The “electronic announcement” of a shipment does not mean that the shipment has already been handed over to OSL.
  • After handing over the shipment to OSL, it can take up to 5 hours before you can track the shipment status.
  • It is normal that the shipment status does not change constantly in the tracking – not all transport steps are listed.
  • Up to 5 days after shipment: Tracking

    It can take up to 3 business days from shipping for a shipment to reach you. So the shipment is very likely still on its way to you.

    Please use tracking to determine the status of your shipment first. The shipment status is available no later than 7 hours after the shipment has been handed over to OSL.

  • 5 days to 3 weeks after shipment: Shipment research by our customer service

    Most unclear shipment processes (e.g. unchanged shipment status after 3 working days or unexplained delivery) are cleared up within a few working days. We apologize if this has caused uncertainty or if you have not received a notification card.

    After 5 working days at the earliest, you can initiate a shipment search with our customer service. Until then, feel free to check the tracking system for the status of your shipment.

    Use our contact form to search for a shipment.

Can I redirect my shipment to a different address?

With OSL WunschDelivery, you can decide for yourself where and when you want to receive your parcels. In Hermes shipment tracking you will find various options:

WunschPaketShop

Simply redirect your shipment to one of our approximately 17,000 OSL ParcelShops and pick it up when it suits you best.

Pick-up is possible upon presentation of your own EU identity card, an EU passport or an international passport (applies to citizens from countries outside the EU). Residence permits or residence permits are also accepted.

Desired day

Simply choose a suitable delivery day – up to 6 working days after the scheduled delivery.

WunschNachbar

Alternatively, you can also specify a neighbor who will receive your shipment for you when you are not at home.

Desired storage location

Or you can tell us a safe place, such as in your garage, where the delivery person can leave your shipment for you.

When can I track my shipment online?

You can track the status of your shipment online no later than the day after it is dropped off or collected.*

Use OSL tracking to determine the status of your shipment:

Shipment status “electronically announced”

The first shipment status reads: ‘The shipment has been announced electronically to OSL’ This means that the sender has booked the order, but not that the shipment has already been handed over to OSL GLobal GmbH. If this status does not change within 2 to 3 days, please contact the shipper for clarification.

All tracking information will be available for 30 days and will be deleted after this period.

*important note:
If you drop off your shipment at the parcel shop on Fridays, the scanning can take up to 2 working days.

What does estimated delivery mean?

The expected delivery or parcel announcement is a time window of up to 4 hours for parcel delivery.

Our couriers are on the road for you Monday to Saturday between 8 a.m. and 8 p.m. Based on experience, we can further limit the time of delivery without obligation in the form of a time window of up to 4 hours. This service is free of charge for you. The time window is usually displayed in the shipment tracking the day before delivery.

You will also receive this information by e-mail, provided that you have given your parcel sender (e.g. an online shop) your consent and they have your e-mail address. If this is not the case, you can also provide us with your e-mail address yourself via the shipment tracking so that we can always inform you about the current status of your shipment.

Where is my OSL return?

You can check the return status at any time via the shipment tracking. To do this, enter your 10-20 digit shipment or receipt number in the OSL tracking system:

After handing in your return to OSL, it can take up to four hours before you can track the status of your shipment.

The confirmation of receipt of your return and, if applicable, the refund of your payments are coordinated by the online retailer and may take a certain amount of time even after receipt of the return by the retailer.

My shipment is damaged. What can I do?
If the shipment is an online store shipment, please contact the customer service of this company directly.

If the damage is externally recognisable, the Hermes delivery person will usually hand you a damage card. Please forward it to us with the following fully completed claim report and the documents listed below. For shipments from the private parcel service, there is a seven-day reporting period from delivery.

Necessary documents for a claim report

  • Photos of the outer and inner packaging
  • Photos of the damaged goods
  • Proof of value (see examples below)
  • Delivery receipt (photo or scan)

  • How to best photograph the damaged shipment

    In order for us to process and refund the damage to your shipment, we need your help. Meaningful photos help us to make an assessment.


    Outer packaging The photo of the outer packaging should clearly show the overall condition of the packaging, as well as any damaged areas.

    Inner packaging It is best to photograph
    the inner packaging in such a way that it is easy to see how the goods were packaged.

    Damaged goods
    With a photo of the damaged goods you help us to check the damage. To do this, photograph the goods in such a way that the damage is clearly visible.

    Proof of Value Information

    In order to verify the stated amount of damage, we need proof of value. If there is no proof of value, we will reimburse the damage by weight.

    • For private shipping: original proof of purchase
    • If you’re shipping as part of a private internet sale: A screenshot of the sales or purchase confirmation (showing the purchase price, buyer, and seller) that documents the cash flow
    • In the case of shipments as part of a commercial sale: the purchase invoice and the customer invoice

Shipping

How does shipping work?
As soon as your shipments are ready to be shipped, we will pick up the parcels directly from you. To do this, you set one-time or regular pick-up orders in your business customer account. If a pick-up order is placed or cancelled by 9 p.m., the order will be executed the following day.

NOTE:
The delivery of consignments to a OSL ParcelShop is only possible for end customers in the case of returns.

Will your customers be informed about the delivery time?
You don’t need to  send an email to your customer in our business customer portal to be notified of the progress of their shipment. Simply enter the e-mail address of your customers when creating an order, provided that you provide us with a valid e-mail address in the order data.

You can also enter the email address of your customers when editing the consignment list.

This automatically activates the notification service for the respective shipment.

Of course, the notification service is also activated for imported shipments that already contain your customers’ email addresses.

How is invoicing done?
We create an invoice every two weeks and send it to you by email. You can choose between bank transfers or direct debit as a payment method.
Which countries can you ship to?
With OSL, you can have shipments delivered to over 20 countries in the EU. Here you can view the list of countries.
Can you offer returns to your customers?
OSL offers you the option of allowing your end customers to return their goods to you free of charge via our ParcelShops. Do you want us to pick up the shipment directly from your customers? No problem, place a return order with us via the portal and we will pick up the shipment from your customers the following day.

The OSL shipping label also functions as a return label. If you have activated the free returns function for your customers in your user account, the barcode of your shipping label is returnable. Your customers thus have the option of returning the shipment in the original shipping box and with your original shipping label to the OSL ParcelShop.

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