DHL Shipment Stuck Despite Official Return Approval

Since September 3, 2026, I have been dealing with an unresolved return process involving DHL Turkey. Despite repeatedly providing the official return acceptance letter from Germany and the related emails, the local DHL branch keeps rejecting the process by saying, “I don’t see it in the system,” effectively allowing my package to remain at risk of being disposed of by customs. The DHL tracking number for my shipment is 2802620321.

The German sender, Welectron, provided me with an official “Letter of Acceptance” issued through DHL Express that includes the shipment number and DHL account number. They also sent the same document to DHL by email. I have additionally forwarded this official document and the related emails to DHL repeatedly, as requested. Despite this, during my daily calls with DHL representatives in Türkiye, I am only told, “We cannot see it in the system; you need to call this number.” When I call the number, I am once again told that it does not appear in the system, leaving the entire process at a standstill.

For approximately 20 days, I have been dealing with this issue every day by phone and email, yet DHL Turkey has taken no concrete action. Despite the clear return approval issued by the German sender, my shipment has effectively been left unresolved. Because of this negligent handling, my package is at risk of being disposed of by customs, and I am experiencing serious inconvenience and potential financial loss.

I request that DHL Turkey, if necessary by contacting DHL Germany directly, properly process the return authorization for my shipment in its system, ensure that the package is returned in accordance with the official return procedure, and absolutely prevent my product from being disposed of by customs. I request that the inconvenience I have experienced be resolved urgently and that I be provided with a written explanation of the process.