Subject: RE: AWB # 4821448310 || Shipment from Dubai to Riyadh
From: "'Rakesh Poojary (DHL AE)' via customer care" <[email-masked]>
To: Ronald Gaviola <[email-masked]>
Cc: "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, "[email-masked]" <[email-masked]>, ae.mumzworld <[email-masked]>, "Hesham Hatem (DHL AE)" <[email-masked]>
Date: Mon, 3 Aug 2020 07:09:25 +0000
List-Id: <ccteam.mumzworld.com>

Dear Ronald,

Good Morning and thank you for your acceptance on the below claim offer.

We will process the claim and inform our customer accounting team to forward the credit note to the below mentioned email id.

Regards

Rakesh Poojary
Customer Relations Manager

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

Phone: +971 4 2924822

From: Ronald Gaviola [mailto:[email-masked]]
Sent: Monday, August 3, 2020 9:54 AM
To: Rakesh Poojary (DHL AE) <[email-masked]>
Cc: [email-masked]; [email-masked]; [email-masked]; [email-masked]; ae.mumzworld <[email-masked]>; Hesham Hatem (DHL AE) <[email-masked]>
Subject: Re: AWB # 4821448310 || Shipment from Dubai to Riyadh

Rakesh,

Please share the credit note with @Shajeeb Cheriyath<mailto:[email-masked]> .

Regards,
Ronald

On Sun, Aug 2, 2020 at 9:37 AM Rakesh Poojary (DHL AE) <[email-masked]<mailto:[email-masked]>> wrote:
Dear Ronald,

I refer to your 12th July 2020 email in respect of the above shipment claim.

On behalf of DHL, I would like to extend my sincere apologies for the immense inconvenience and concern caused to all parties in connection with this Shipment.

I wish to inform you that an internal inquiry was conducted into this matter and extensive searches were carried out by our personnel at all relevant locations. Regrettably as of this date the shipment wrongly delivered has not been located and it was with reluctance that we have had to declare this shipment as lost in transit.

It is clear that, on this occasion, we have fallen far short of the high level of service upon which we pride ourselves and that our customers rightfully expect from us. I am extremely concerned about the final outcome of this incident and have addressed this internally with our colleagues at the destination on a very serious note. We do realize that you are disappointed with the service provided to you on this occasion but would like to assure you that DHL endeavors to provide a service which exceeds our customer's expectations.

With regards to your request for compensation, I must advise you that in line with DHL's Terms & Conditions of Carriage on the reverse of our airway bill, DHL's liability in respect of any one Shipment transported by air (including ancillary road transport or stops en route) is limited by the Montreal Convention or the Warsaw Convention as applicable, or in the absence of such Convention, to the lower of (i) the current market or declared value, or (ii) 22 Special Drawing Rights per kilogram (approximately $US 30.00 per kilogram). Such limits shall also apply to all other forms of transportation, except where Shipments are carried only by road, when the limits below apply.

For cross border Shipments transported by road, DHL's liability is or shall be deemed to be limited by the Convention for the International Carriage of Goods by Road (CMR) to the lower of (i) current market value or declared value, or (ii) 8.33 Special Drawing Rights per kilogram (approximately $US 14.00 per kilogram). Such limits will also apply to national road transportation in the absence of any mandatory or lower liability limits in the applicable national transport law.

If Shipper regards these limits as insufficient it must make a special declaration of value and request insurance as described in Section 8 or make its own insurance arrangements.

DHL's liability is strictly limited to direct loss and damage to a Shipment only and to the per kilogram limits in this Section 6. All other types of loss or damage are excluded (including but not limited to lost profits, income, interest, future business), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to DHL's attention.

Under this circumstance, we would like to settle your claim for AED 513.97 (Declared Value US$ 110.21 + Carriage Charges AED 109.50) towards this lost shipment as a full & final settlement of this matter. Kindly indicate your acceptance in return and we will make arrangements to raise the credit note accordingly.

We do appreciate the immense patience and restrain you have shown whilst dealing with this issue. In closing, I would like to reiterate my apologies for the inconvenience this has caused to you.

Regards

Rakesh Poojary
Customer Relations Manager

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

Phone: +971 4 2924822

From: [email-masked]<mailto:[email-masked]> [mailto:[email-masked]<mailto:[email-masked]>]
Sent: Sunday, July 12, 2020 1:05 PM
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]>
Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>

Khalid,

PFA updated claim form.

Regards,
Ronald

On Fri, Jul 10, 2020 at 12:50 AM <[email-masked]<mailto:[email-masked]>> wrote:

Hi Ronald / Shajeeb,

Good day.

Please find the attached claim notification form, as requested.

Once completed. It shall be forwarded to our concerned team, for their approval to proceed with the claim request.

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]>
>> Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
>> Sent: Wed, 08 Jul 2020 17:34:50 UTC+04:00
>>
>>
Shajeeb,

>>
Tracker updated.

>>

>>

>>

>>

>>

>>
Regards,
Ronald

>>

>>
On Wed, Jul 8, 2020 at 4:19 PM Shajeeb C <[email-masked]<mailto:[email-masked]>> wrote:
>>
Hi Khalid,

>>
Please share the CN for the lost order ASAP.

>>
@Ronald Gaviola<mailto:[email-masked]> ,
>>

>>
Kindly update the same in the tracker.

>>
Regards,
Shajeeb

>>

>>

>>
On Wed, Jul 8, 2020 at 4:17 PM Alaa Musa <[email-masked]<mailto:[email-masked]>> wrote:
>>
Dear Khalid,

>>
Thank you for your update.

>>
@Ronald Gaviola<mailto:[email-masked]> and @Shajeeb Cheriyath<mailto:[email-masked]>  Please assist.
>>

>>
Regards,
Alaa

>>

>>
On Tue, 7 Jul 2020 at 15:44, <[email-masked]<mailto:[email-masked]>> wrote:
>>

Hi Alaa,

>>

Good day.

>>

Please accept our sincere apologies for the inconvenience caused by the subject incident.

>>

Our destination team confirmed that, this shipment was delivered to an incorrect address. Unfortunately, retrieval was not successful

>>

Please confirm on whether you would like to initiate a claim request or send a replacement as ( Free Of Cost ), to the consignee.

>>

Once again. We sincerely apologize for the inconvenience caused by this incident.

>>
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

>>

[[:removedImage(AEKAD_Time1591580709219.jpg):]]
>>

>>

>>

>>
>>

>> 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]>
>> Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
>> Sent: 07/06/2020 02:27
>>
>>

Hi Alaa,

>>

Good day.

>>

I shall check & confirm with our concerned team on this. Please hold for an update on 07/07/2020 at 14:00.

>>
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]>
>> Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
>> Sent: Thu, 02 Jul 2020 17:47:53 UTC+04:00
>>
>>
Dear team,
>>

>>
Yes, the customer claims it wasn't delivered to her, could you please check to which address was this  delivered

>>
Regards,
Alaa

>>

>>
On Thu, 2 Jul 2020 at 15:30, <[email-masked]<mailto:[email-masked]>> wrote:
>>

Hi Alaa,

>>

Good day.

>>

We received a confirmation from our destination team, that this shipment was already delivered.

>>

Is the consignee still claiming not received ?

>>
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

>>

[[:removedImage(AEKAD_Time1591580709219.jpg):]]
>>

>>

>>

>>
>>

>> 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]>
>> Subject: Re: 4821448310 || 200263887 || POD << Reference ID: 59731905 >>
>> Sent: 07/01/2020 01:58
>>
>>

Hi Alaa,

>>

Good day.

>>

Since the delivery was completed almost 30 days ago, investigation might not be possible.

>>

I will check & confirm with our concerned team, regarding this incident. Please hold for the next update on 02/07/2020.

>>
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]>
>> Subject: 4821448310 || 200263887 || POD
>> Sent: Mon, 29 Jun 2020 17:22:02 UTC+04:00
>>
>>
Dear team,
>>

>>
Please confirm whether this is delivered, customer claims this was delivered to the wrong address.

>>
Regards,
Alaa

>>

>>

>>

>>

>>

>>

>>

>>

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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.