2025.10.25 – How to Resolve a PostNL Parcel Issue with Chatbot Daan — Clear Sender Steps, Live Chat Escalation, and Fully Translated Prompts

Key Takeaways

• Shows the complete sender flow with PostNL and its chatbot Daan: tracking status, confirming the sender role, choosing chat, providing details, and receiving a case reference.
• Clarifies that “registered” means a label exists but the parcel has not yet been handed over to the PostNL network.
• Includes plain-English translations of Dutch prompts, each marked as translated, to make the process easy to follow.
• Timeframe covered: 25 October 2025, approximately 12:44–13:32 (Europe/Amsterdam).

The Sender’s Path

Starting the Chat

At 12:44 (Europe/Amsterdam) on 25 October 2025, the chat begins with Daan requesting the recipient’s postcode (translated from Dutch). After entry, Daan reports the parcel’s track-and-trace status: a shipping label has been created, but the item has not yet entered PostNL’s network.

Confirming the Role

Daan asks whether the person is the recipient (translated from Dutch). The sender selects “No, sender.” Daan indicates the next step is to hand the parcel in so scans and updates can start.

Escalation to a Live Agent

Daan offers a handover to a human colleague. Chat is chosen over a phone call. A notice explains the wait time is longer than ten minutes; the sender confirms the choice to remain in the queue.

Login Attempt and Data Entry

Daan suggests logging in to speed things up. The login attempt does not succeed, so Daan gathers details manually (postcode, house number, initials, and contact information). A summary appears for confirmation, and the sender approves it.

Creating the Service Ticket

A case reference is issued and Daan explains that a colleague will respond as soon as possible. Daan then checks whether the question concerns a parcel machine (translated from Dutch) to route the case correctly.

Terms and Translations

afzender

• Meaning: sender of a parcel or letter.
• Origin: Dutch.
• Professional acceptance: standard term in Dutch postal and logistics workflows.

pakketautomaat

• Meaning: parcel machine or locker used for self-service drop-off and collection.
• Origin: Dutch.
• Professional acceptance: widely used by PostNL and other European carriers.

Wat is de postcode van de ontvanger?

• Translation: “What is the recipient’s postcode?” (translated from Dutch)

Ben je de ontvanger van het pakket?

• Translation: “Are you the recipient of the parcel?” (translated from Dutch)

Graag

• Translation: “Yes, please.” (translated from Dutch)

Klopt alles zo?

• Translation: “Does everything look correct?” (translated from Dutch)

Je wilt iets weten over de pakketautomaat. Klopt dat?

• Translation: “You want to know something about the parcel machine. Is that correct?” (translated from Dutch)

Track & Trace

• Meaning: a unique code that lets senders and recipients follow a shipment’s progress in the carrier’s system.
• Professional acceptance: standard terminology across postal and parcel networks.

Conclusions

Daan streamlines parcel issues by confirming the sender role, collecting essential details, and escalating to a colleague when needed. The key insight is that a “registered” status reflects a created label—not physical hand-in—so bringing the parcel to a PostNL point is necessary for further scans and updates. Multilingual prompts, translated here, make each step clear and actionable.

Sources

• https://www.postnl.nl/en/customer-service/our-customer-service/digital-colleague-daan/ — Official page introducing chatbot Daan and its role.
• https://www.postnl.nl/en/customer-service/our-customer-service/contact-customer-service-opening-hours/ — Customer-service opening hours and Daan’s role in routing.
• https://www.postnl.nl/en/customer-service/what-do-we-do-with-your-information/ — Why Daan requests details and how they are used.
• https://www.postnl.nl/klantenservice/onze-klantenservice/contact-opnemen-openingstijden/ — Dutch page explaining contact options through Daan.
• https://www.postnl.nl/klantenservice/niets-ontvangen/navraag/ — Dutch page showing the “ask the courier” flow starting with Daan.
• https://www.youtube.com/watch?v=1QMOxsIP2Fg — YouTube: “PostNL Pakket- en briefautomaat Ontvangen” (how to receive a parcel at a PostNL parcel machine).
• https://www.youtube.com/watch?v=YKdVxsxaqzM — YouTube: “De helden van de klantenservice van PostNL | Studio PostNL” (on customer service with support from Daan).