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When there is no movement

For “When there is no movement”, ask whether the case is waiting on DHL, the importer, the shipper or the authority.

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For “When there is no movement”, ask whether the case is waiting on DHL, the importer, the shipper or the authority.

What applies to this exact problem

  1. Ask whether the case is waiting on DHL, the importer, the shipper or the authority.
  2. Request a case/reference number and the last submission timestamp.
  3. If documents were rejected, ask for the exact defect rather than resending the same packet.
  4. If no customer action is pending, ask for the authority-review status and next review point—not a guaranteed release date.
  5. Ask in writing about storage charges and the shipment-specific return/abandonment deadline before it expires.

For a retail purchase, keep the seller informed because the seller may need to correct the invoice or decide whether to authorise return. Consumer remedies depend on the sales contract and buyer jurisdiction; a customs hold does not automatically make DHL responsible for the purchase price.

Check these first

  • Ask whether the case is waiting on DHL, the importer, the shipper or the authority.
  • Request a case/reference number and the last submission timestamp.
  • If documents were rejected, ask for the exact defect rather than resending the same packet.

Fix it in this order

  1. Ask whether the case is waiting on DHL, the importer, the shipper or the authority.
  2. Request a case/reference number and the last submission timestamp.
  3. If documents were rejected, ask for the exact defect rather than resending the same packet.
  4. If no customer action is pending, ask for the authority-review status and next review point—not a guaranteed release date.
  5. Ask in writing about storage charges and the shipment-specific return/abandonment deadline before it expires.
  6. For a retail purchase, keep the seller informed because the seller may need to correct the invoice or decide whether to authorise return.
  7. For “When there is no movement”, ask whether the case is waiting on DHL, the importer, the shipper or the authority

Evidence to keep

  • Tracking history — keep it with the evidence for “When there is no movement”.
  • Order/invoice and shipping label — keep it with the evidence for “When there is no movement”.
  • Photos/proof of delivery or missing-item evidence — keep it with the evidence for “When there is no movement”.
  • Carrier/seller case number — keep it with the evidence for “When there is no movement”.

Do not make it harder

  • Opening many duplicate carrier cases For “When there is no movement”, that can hide whether the underlying issue is actually resolved.
  • Discarding packaging before a damage/loss claim For “When there is no movement”, that can hide whether the underlying issue is actually resolved.
  • Assuming “delivered” proves possession For “When there is no movement”, that can hide whether the underlying issue is actually resolved.

How you know it is fixed

  • The official record and your real-world result agree for “When there is no movement”.
  • You have enough written evidence to prove the issue is finished if it returns later for “When there is no movement”.

If this still isn't resolved

  1. Seller marketplace support State the unresolved issue explicitly: “When there is no movement”.
  2. Carrier trace/claim process State the unresolved issue explicitly: “When there is no movement”.
  3. Payment dispute/consumer route where the seller or carrier fails to resolve an eligible case State the unresolved issue explicitly: “When there is no movement”.

Parent-guide references

These references support the parent guide and escalation context. Verify provider-, model-, policy-, or jurisdiction-specific details before an irreversible step.

Need the complete context?

This page solves one branch. The parent guide covers the full decision, edge cases, alternatives, and related checks.

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