When dealing with shipment returns, you may encounter a requirement to complete a Letter of Acceptance (LOA). This document is used to authorise the return process and may be required by carriers such as DHL or FedEx.
An LOA is not part of every return — it's typically requested when a shipment is already in the carrier's possession and something has gone wrong. It serves as formal written authorisation for the carrier to take action and, where applicable, to transfer charges to a different billing account.
When you might be asked for an LOA
Carriers typically request an LOA in the following circumstances:
Refused delivery — The recipient refused to accept the package. The carrier contacts the shipper to decide: return to origin, redirect, or dispose? The LOA authorises that decision and confirms who pays the return freight and any duties.
Failed customs clearance — The package is stuck at customs due to missing documentation, prohibited goods, or a held inspection. The carrier needs written authorisation to return or dispose of the shipment.
Undeliverable shipment — The recipient cannot be found or the address is incorrect. After failed delivery attempts, the carrier contacts the shipper for instructions.
Post-delivery duty dispute / rebilling — Duties were charged to the recipient but the shipper wants to take responsibility. The LOA authorises the carrier to transfer the charges to the shipper's account instead.
DHL timing note: Change-of-account requests must be made within two months of the shipment date, and the invoice must still be unpaid for a billing change to be processed.
Completing an LOA with DHL
If you are returning a shipment through DHL and need to complete an LOA, use the DHL MyBill portal:
Visit the DHL MyBill portal.
Log in with your credentials.
Complete the LOA as instructed on the portal.
Alternatively, you can download the DHL Letter of Acceptance form directly and submit it to your local DHL Express contact.
Completing an LOA with FedEx
For FedEx returns, you may need to complete an LOA form yourself:
Obtain the LOA template or form from FedEx customer support.
Fill in the required shipment details, including the air waybill number from your return label and the payer company details as indicated on the form.
Sign the form and, if required, add a company stamp.
Submit the completed LOA along with your return label at the FedEx counter.
Identifying phishing attempts
Be cautious of phishing attempts that involve fake LOA requests. Warning signs include:
The sender's email address is not from an official @fedex.com domain
The email uses an urgent tone and requests sensitive information such as your FedEx account number
The email includes suspicious attachments or links
FedEx does not request LOA documentation via third-party emails. If you receive a suspicious email:
Do not open any attachments or click links.
Do not reply.
Delete the email immediately.
If desired, report it to FedEx's security team at [email protected].
Authentic communications from FedEx will come from @fedex.com or through the FedEx online portal.
Tips for secure shipment returns
Always verify the source of any communication requesting an LOA.
Use official portals or contact customer support directly for assistance.
Keep a copy of your completed LOA and return label for your records.