I’m looking for advice on how to handle an issue with a shipment sent using Amazon’s partnered carrier, DHL. The shipping label, along with insurance, was purchased directly through Amazon.

Here’s the situation:

A customer reported that the item was delivered in a damaged condition and requested a replacement. Since the shipping label and insurance were purchased via Amazon, I first contacted DHL to file a claim. However, DHL directed me back to Amazon, stating that the shipping label was purchased through Amazon and not directly from them.

When I reached out to Amazon Seller Support for assistance, they advised me to contact DHL, as they indicated that Amazon cannot be held accountable for this issue. This back-and-forth has left me unsure of the best way to resolve this situation.

If anyone has dealt with a similar experience, I’d appreciate your guidance. Specifically:

1. How can I successfully file a claim for shipping damage when the label was purchased through Amazon?

2. Is there a clear process for resolving these types of issues to avoid losing money or disappointing customers?

Your insights or suggestions would be invaluable. Thank you for sharing your experience!