Abuse & Compliance

We work hard every day to deliver the best for our customers. However a tiny portion of them do not mean it as well with us as we do with them. Therefore we have created this page for merchants, potential victims and government bodies to give a brief introduction into our service and what to do when you feel it has been abused for illegal purposes.

What is ShipGerman?

We are a package forwarding service. Imagine a customer wants to buy something in Germany, but the merchant does not ship to their country. This customer can create an account at ShipGerman and have us receive their parcels in Germany. We will then forward the shipments to wherever the customer resides.

What can I do in case I think the service has been abused?

We want to support you as good as we can when you want to report that you think our service has been abused. Due to the different natures of the intended recipients of this page please select who you are.

• I am a potential victim
• I am a merchant
• I am a government body

When we say potential victim we expect someone that had their bank details, credit card details or Paypal account abused to order online utilizing their financial assets. This means you had or have to suffer some kind of monetary loss through the service abuse.

To support getting you through the process of making sure everything gets sorted please go through the following checklist:

1. Change the password(s) to the abused accounts or have the credit card disabled. This will make sure no more abuse of the payment methods used can happen and will thereby limit any loss to what has happened until now.
2. Notify ShipGerman of the case. To make actioning the case as quick as possible please make sure to include the following information in your request:
   • Your name, address, e-Mail address and phone number
   • The merchant the parcel is from
   • A tracking number for the parcel
   • The destination address of the parcel (including the mailbox ID, e.g. #A1B2C3)
   • The statement of account showing the charge
   Please send the information mentioned above to abuse@shipgerman.com and we will take care of the case immediately.
3. File a chargeback/dispute for the charge. If you have been debited by Paypal, on your credit card or through SEPA direct debit you can usually file a chargeback request with your bank or credit card company. Doing this as early as possible increases the chance of receiving your payment back.

We will give our best to guide you through the process and help you recover any packages that we may have received due to the abuse of our service.

A merchant for us is the person selling one or multiple items to a client of ours. Our clients order from merchants by themselves, but use our address to receive the items and ultimately have them forwarded to their own address.

1. Notify ShipGerman of the case. To make actioning the case as quick as possible please make sure to include the following information in your request:
   • Your name, address, e-Mail address and phone number
   • A link to your website
   • A tracking number for the parcel
   • The destination address of the parcel (including the mailbox ID, e.g. #A1B2C3)
   Please send the information mentioned above to abuse@shipgerman.com and we will take care of the case immediately.
2. Verify you have the proper security mechanisms in place. All up-to-date payment gateways will have implemented PSD2 by now enforcing strong customer authentication. Please consider implementing mechanisms like Verified by Visa, Mastercard Identity Check and similar solutions for your other payment gateways. This will massively decrease the chance of payment fraud for you and make the online shopping world a better place for everyone.

The usual procedure will be that we get in touch with the customer and try to establish the case. In case the customer is not able to provide proof of payment we will return the items to you.

A government body for us is a police department, a criminal investigation department, customs or similar agencies. There are many different reasons why you might want to get in touch with us, one of the most common is a complaint received from a citizen.

We are proud of cooperating with government bodies and therefore ask you to support us by sending all relevant data to abuse@shipgerman.com. This enables us to action the case as quick as possible and start making any needed legal analysis immediately.