Subject: RE: AWB# 2990813803 - SO# 700243538 << Reference ID: 64312888 >>
From: "'Vithal Moolya (DHL AE)' via customer care" <[email-masked]>
To: ae.mumzworld <[email-masked]>, "[email-masked]" <[email-masked]>, "Hesham Hatem (DHL AE)" <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, "Hesham Hatem (DHL AE)" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "Monica Saldanha (DHL AE)" <[email-masked]>
Date: Thu, 13 Aug 2020 07:50:07 +0000
List-Id: <ccteam.mumzworld.com>

Hi Ronald

I will write to the Clearance Manager for help, let us see if some exception can be done. Whatever the outcome and requirement we will keep you posted.

Regards
Vithal Moolya
Manager - Key Account Desk

From: [email-masked] [mailto:[email-masked]]
Sent: Thursday, August 13, 2020 11:44
To: [email-masked]; Hesham Hatem (DHL AE) <[email-masked]>
Cc: [email-masked]; Hesham Hatem (DHL AE) <[email-masked]>; Vithal Moolya (DHL AE) <[email-masked]>; [email-masked]; [email-masked]; Monica Saldanha (DHL AE) <[email-masked]>
Subject: Re: AWB# 2990813803 - SO# 700243538 << Reference ID: 64312888 >>

Hi Ronald,

Good day.

The clearance process of the subject shipment could not be completed, as the consignee refused since she found Egypt customs procedures extremely complicated for her to clear the shipment.

Customs provided a deadline of 30 days, to clear the shipment. Once the deadline is crossed, the shipment is returned back to origin. The mentioned deadline was already crossed, hence the shipment was processed for it's return back to origin.

We are currently checking with our counter part in Egypt, on whether the return process can be stopped & if customs will accept to have the clearance restarted. However, there is no guarantee.

I shall follow up closely & keep you posted, with the updates.

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

Best Regards,

Khalid Khalfan
Key Account Advisor

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

>> Original Message ...
>> From: [email-masked]<mailto:[email-masked]>
>> To: [email-masked]<mailto:[email-masked]>
>> Cc: [email-masked]<mailto:[email-masked]>, [email-masked]<mailto:[email-masked]>, [email-masked]<mailto:[email-masked]>, [email-masked]<mailto:[email-masked]>, [email-masked]<mailto:[email-masked]>, [email-masked]<mailto:[email-masked]>
>> Subject: Re: AWB# 2990813803 - SO# 700243538
>> Sent: Thu, 13 Aug 2020 10:58:31 UTC+04:00
>>
>>
@Hesham Hatem (DHL AE)<mailto:[email-masked]>

>>
We are not getting the exact support that we need. Could you please intervene here and escalate directly to DHL egypt that we have to proceed with delivery.

>>

>>

>>

>>
Regards,
Ronald

>>

>>
On Thu, Aug 13, 2020 at 10:00 AM Monica Saldanha (DHL AE) <[email-masked]<mailto:[email-masked]>> wrote:
>>
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
[[:removedImage(image001.png):]]

From: Ronald Gaviola [mailto:[email-masked]<mailto:[email-masked]>]
>> Sent: Wednesday, August 12, 2020 9:12 PM
>> To: Radwa Ali <[email-masked]<mailto:[email-masked]>>; Monica Saldanha (DHL AE) <[email-masked]<mailto:[email-masked]>>; Hesham Hatem (DHL AE) <[email-masked]<mailto:[email-masked]>>; Vithal Moolya (DHL AE) <[email-masked]<mailto:[email-masked]>>
>> Cc: Eugene Mugisa <[email-masked]<mailto:[email-masked]>>; customer care <[email-masked]<mailto:[email-masked]>>; ae.mumzworld <[email-masked]<mailto:[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
[[:removedImage(_WRD329.jpg):]]
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CONFIDENTIALITY NOTICE: This message is from DHL and may contain confidential business information. It is intended solely for the use of the individual to whom it is addressed. If you are not the intended recipient please contact the sender and delete this message and any attachment from your system. Unauthorized publication, use, dissemination, forwarding, printing or copying of this E-Mail and its attachments is strictly prohibited.