Subject: RE: AWB# 2990813803 - SO# 700243538
From: "'Monica Saldanha (DHL AE)' via customer care" <[email-masked]>
To: Ronald Gaviola <[email-masked]>, Radwa Ali <[email-masked]>, "Hesham Hatem (DHL AE)" <[email-masked]>, "Vithal Moolya (DHL AE)" <[email-masked]>
Cc: Eugene Mugisa <[email-masked]>, customer care <[email-masked]>, ae.mumzworld <[email-masked]>, "Monica Saldanha (DHL AE)" <[email-masked]>
Date: Thu, 13 Aug 2020 06:00:24 +0000
List-Id: <ccteam.mumzworld.com>

Dear Ronald

Thanks for the email . I have responded on the subject shipment yesterday  attached fyi

As  per our destination  clearance team  the RTO was requested from consignee as she found Egypt customs procedures extremely complicated for her to clear the shipment , shipment will RTO via awb 4881166581within 30 working days . Since the days consumed for RTO is on a higher side she has raised a complain as well at Egypt as to why the RTO PROCESS IS long .

Now to hold the RTO PROCESS  Consignee has to  re-contact with DHL and advise directly  otherwise holding the RTO process is difficult

Please follow up at your end to  contact with CNEE and advise final instructions.   Confirmation is awaited from your end .

Monica Saldanha
Sr Advisor Kad

DHL EXPRESS
P.O.Box 6252
Dubai
United Arab Emirates

Phone: +971 4 2924118
[GPTW 2020 sign (003)]

From: Ronald Gaviola [mailto:[email-masked]]
Sent: Wednesday, August 12, 2020 9:12 PM
To: Radwa Ali <[email-masked]>; Monica Saldanha (DHL AE) <[email-masked]>; Hesham Hatem (DHL AE) <[email-masked]>; Vithal Moolya (DHL AE) <[email-masked]>
Cc: Eugene Mugisa <[email-masked]>; customer care <[email-masked]>; ae.mumzworld <[email-masked]>
Subject: Re: AWB# 2990813803 - SO# 700243538

Hello Monica,

Please update us her.

Regards,
Ronald

On Wed, Aug 12, 2020 at 4:41 PM Ronald Gaviola <[email-masked]<mailto:[email-masked]>> wrote:
+Monica Saldanha (DHL AE)<mailto:[email-masked]> +Hesham Hatem (DHL AE)<mailto:[email-masked]> +Vithal Moolya (DHL AE)<mailto:[email-masked]>

As discussed on a call, the best solution here is to proceed with the delivery. Let's clear the shipment and deliver it to the customer.

Regards,
Ronald

On Wed, Aug 12, 2020 at 2:39 PM Radwa Ali <[email-masked]<mailto:[email-masked]>> wrote:
Hi Ronald and Eugene,

Please advise what is causing the delay here? this is shipped since July 9th.
She called DHL and they advised the shipment is in customs and they said the health department is refusing to release the package.
She was advised to return it and that it will take 4 weeks.
This is an item that has cost her 10,000 EGP and now we can't deliver it or refund it.
Please advise on this ASAP.
Return tracking number : 488166581

Radwa Ali
Customer Care Representative
p:  +971 526476307│ e: [email-masked]<mailto:[email-masked]>  │ w: www.mumzworld.com<http://www.mumzworld.com/>
a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE
[Image removed by sender. Inline image 1]
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Subject: Re: AWB# 2990813803 - SO# 700243538 << Reference ID: 64218126 >>
From: ae.mumzworld <[email-masked]>
To: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, "Vithal Moolya (DHL AE)" <[email-masked]>, "Monica Saldanha (DHL AE)" <[email-masked]>
Date: Wed, 12 Aug 2020 12:20:15 +0000

Dear Ronald

Good talking to you

As per our conversation this shipment is already forwarded to RTO team for retrurn  process as instructed by consignee . I will try my best to hold the RTO process and continue to follow up for clearance and delivery

Will keep you informed on the same . Please hold for my next update on  13th August till 14:00

Should you require any further assistance, please contact me directly.

Best Regards,

Monica Saldanha
Senior Key Account Advisor

DHL EXPRESS
P.O.Box 6252
Dubai
United Arab Emirates
2924114

>> Original Message ...
>> From: [email-masked]
>> To: [email-masked], [email-masked], [email-masked]
>> Cc: [email-masked]
>> Subject: Re: AWB# 2990813803 - SO# 700243538 << Reference ID: 64218126 >>
>> Sent: 08/12/2020 14:58
>>
>>

Hi Radwa

Please find the below updates

"Please be informed that consignee contacted (Ms. Manal / 01000887936) and provided required paperwork for clearance (Personal ID Copy) and shipment was under customs inspection process but she requested for return & shipment is currently under return process under  AWB # 4881166581.Please be informed that due to a technical problem, Customs authorities unable to complete the return process, they have no estimate time to be resolved (Min 30 working days)Our management team have escalated the case to customs authorities and they are trying the best to get finalized "

Should you require any further assistance, please contact me directly.

Best Regards,

Vinayak Thapa
Key Account Advisor

DHL EXPRESS
P.O.Box 6252
Dubai
United Arab Emirates

>>

>>

>>

>>

>> Original Message ...

>> From: [email-masked]

>> To: [email-masked], [email-masked]

>> Cc: [email-masked], [email-masked]

>> Subject: AWB# 2990813803 - SO# 700243538

>> Sent: Wed, 12 Aug 2020 14:38:57 UTC+04:00

>>

>>

Hi Ronald and Eugene,

>>
Please advise what is causing the delay here? this is shipped since July 9th.
She called DHL and they advised the shipment is in customs and they said the health department is refusing to release the package.
She was advised to return it and that it will take 4 weeks.
This is an item that has cost her 10,000 EGP and now we can't deliver it or refund it.
Please advise on this ASAP.
Return tracking number : 488166581

>>
Radwa Ali

>> Customer Care Representative

>> p:  +971 526476307│ e: [email-masked]<mailto:[email-masked]>  │ w: www.mumzworld.com<http://www.mumzworld.com/>

>> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE

>>
 <https://mail.google.com/mail/u/0/?ui=2&ik=e24c88d399&attid=0.1&permmsgid=msg-f%3A1649981980103539680&th=16e5e9de71ddfbe0&view=fimg&sz=s0-l75-ft&attbid=ANGjdJ95JLKhOXcIJT5jHbVS3TTIuAiTB8AyBMAI_OSFtYzX6b5JJbj27qNVGtuKksk8I52g1jQ5y40FXGSxBCednlYy-F_nlrrq5hZeMhmuxsJyUg6GwuPv5ClP4pU&disp=emb&realattid=ii_1562a22ad936cd8e>

>>

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