Subject: Re: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> AWB : 4821452425
From: "ae.mumzworld via customer care" <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 4 Aug 2020 19:32:05 +0200 (CEST)
List-Id: <ccteam.mumzworld.com>

Hi Radwa,

Good day.

A gentle reminder below.

The deadline is on 06/08/2020. As this incident was already reported late.

We require sample image of the missing content & packaging to aid in searches.

Could you please help us also, on how we can identify that the images shared were not short-shipped? is there any proof from warehouse side? Invoice declaration only stated "BABY CARRIAGES".

Should you require any further assistance, please contact me directly. Best Regards,Khalid KhalfanKey Account AdvisorDHL EXPRESSP.O.Box 6252DubaiUnited Arab Emirates2924114 

 
>> Original Message ... >> From: [email-masked] >> To: [email-masked], [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: Re: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> AWB : 4821452425 >> Sent: 07/23/2020 11:05 >> >>
Dear Radwa,
 
Good day.
 
Images have been forwarded to the destination to conduct warehouse search.
 
Could you please help us also on how we can identify that the images shared were not short-shipped? is there any proof from warehouse side? Invoice declaration only stated "BABY CARRIAGES".
 
Should you require any further assistance, please contact me directly.   Best Regards, Jestin FrancoKey Account AdvisorDHL EXPRESSP.O.Box 6252DubaiUnited Arab Emirates2924114 

 
>> Original Message ... >> From: [email-masked] >> To: [email-masked], [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: RE: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> AWB : 4821452425 >> Sent: Mon, 20 Jul 2020 11:10:34 UTC+04:00 >> >>
Hi khalid,
Please find the attached images.
Best Regards,
Radwa Ali >> Customer Care Representative >> p:  +971 526476307│ e: [email-masked]  │ w: www.mumzworld.com >> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE
[[:removedImage(image001.png):]]
 
From: [email-masked] <[email-masked]>  >> Sent: Sunday, July 19, 2020 6:42 PM >> To: [email-masked] >> Cc: [email-masked]; [email-masked]; [email-masked]; [email-masked]; [email-masked]; [email-masked] >> Subject: Re: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> AWB : 4821452425
 
Hi Ronald,
 
Good day.
 
In order for us to investigate further. Please advise provide is with the following information.
 
sample image of the missing content & packaging to aid in searches.
 
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(image002.jpg):]]

 
>> Original Message ... >> From: [email-masked] >> To: [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> AWB : 4821452425 >> Sent: 07/09/2020 14:51 >> >>
Hi Ronald,
 
Good day.
 
Our destination team requires additional time, as they are yet to receive significant updates from their operations team.
 
Please hold for the next update, latest by 12/07/2020 at 16:00 hours.
 
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] >> To: [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: Re: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> AWB : 4821452425 >> Sent: 07/08/2020 14:41 >> >>
Hi Ronald,
 
Good day
 
Our destination team is currently reviewing the shipment records, with their operations team. I am currently awaiting their revert.
 
Please hold for the next update on 09/07/2020 at 16:00 hours.
 
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] >> To: [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: Re: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> AWB : 4821452425 >> Sent: 07/06/2020 15:01 >> >>
Hi Ronald,
 
Good day.
 
No significant updates yet. Please hold for the next update on 08/07/2020 at 15:00 hours. I am following up with our destination team.
 
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] >> To: [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: Re: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> AWB : 4821452425 >> Sent: 07/02/2020 12:17 >> >>
Hi Ronald,
 
Such incidents are quite sensitive & require thorough investigation. If the incidents are reported 30 days after occurance, this will severely impact the investigation.
 
Please request the consignees to report such incidents within 24 to 48 hours of occurance. This will greatly help in resolving such issues & incase any items were lost during transit, it may also help in locating them.
 
I am currently checking with our concerned team on this request & will keep you posted, with their updates. Please hold for the next update, before or latest by 06/07/2020 at 15:00 hours. 

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] >> To: [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: Re: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> >> Sent: Tue, 30 Jun 2020 13:04:35 UTC+04:00 >> >>
Khalid,
 >>
The issue is not about the customer who has raised the complaint late. The issue is they received a repacked shipment and there are items which are missing from the original packaging.
 >>
Please check the attached photos.
[[:removedImage(image.png):]] >>
[[:removedImage(image__1_.png):]] >>
 >> 
 >> 
Regards,
Ronald
 >>
 >>
On Fri, Jun 26, 2020 at 1:48 AM <[email-masked]> wrote: >>
Hi Radwa, Ronald,
 >>
Good day.
 >>
This shipment was delivered on 26th May. In order to investigate on such incidents, they must be reported with  24 to 48 hours after delivery.
 >>
I shall check with our concerned team on whether an investigation can be initiated. However, it is very unlikely.
 >>
I will 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
  >>
[[:removedImage(AEKAD_Time1591580709219.jpg):]] >>
  >>
 >>
 >>
 >>
 >>  >>
>> Original Message ... >> From: [email-masked] >> To: [email-masked], [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: RE: Missing Items - Order No. 200281348 << Reference ID: 59276645 >> >> Sent: Wed, 24 Jun 2020 16:41:31 UTC+04:00 >> >>
Hi All,
The AWB# 4821452425 
 
Radwa Ali >> Customer Care Representative >> p:  +971 526476307│ e: [email-masked]  │ w: www.mumzworld.com >> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE
[[:removedImage(image001.png):]]
 
From: [email-masked] <[email-masked]>  >> Sent: Wednesday, June 24, 2020 4:32 PM >> To: [email-masked]; [email-masked] >> Cc: [email-masked]; [email-masked]; [email-masked]; [email-masked]; [email-masked] >> Subject: Re: Missing Items - Order No. 200281348 << Reference ID: 59276645 >>
 
Hi Ronald,
 
Good day.
 
Please confirm on the DHL waybill number on this shipment. It is not visible in the provided images.
 
An investigation must be conducted, before declaring the items as lost.
 
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(image003.jpg):]]

 

>> Original Message ... >> From: [email-masked] >> To: [email-masked] >> Cc: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked], [email-masked] >> Subject: Re: Missing Items - Order No. 200281348 >> Sent: Wed, 24 Jun 2020 16:14:09 UTC+04:00 >> >>
+ae.mumzworld Khalid,
 >>
 >>
Customer has received the package repacked and now there are three items missing. We have reviewed the CCTV already and as per outbound they packed all the items in one box.
 >>
We shall consider these three items as lost.
 >> 
+Radwa - Please process replacement for these three items. >> 
 >> 
 >> 
Regards,
Ronald
 >>
 >>
On Tue, Jun 23, 2020 at 6:06 PM Radwa Ali <[email-masked]> wrote: >>
Hi All,
Please check this and advise as we need to update the customer ASAP.
Our systems show 1 package but the customer received it missing 3 pieces and it appears the package was opened and re-sealed?
I have re-attached the photo shared by the customer.
Please advise as we need to replace or refund the lost/missing items.
 >>
Radwa Ali >> Customer Care Representative >> p:  +971 526476307│ e: [email-masked]  │ w: www.mumzworld.com >> a:  Office B101, 1st Floor, Building 4B, Dubai Design District, PO Box 500245, Dubai, UAE >> 
 >>
 >>
 >>
On Sun, Jun 21, 2020 at 7:54 AM Mostafa Said <[email-masked]> wrote: >>
Hey Hyacinth,
 >>
i reviewed the CCTV footage again and it was packed without any issue like what my colleague said before.
but I see in the pics you sent that there's a repack tape on the package. 
Please check with DHL about this. 
 >>
On Sat, Jun 20, 2020 at 7:46 PM Hyacinth Joyce <[email-masked]> wrote: >>
Hi team,
 >>
Please update.
 >>
Thank you.
 >>
Best Regards, >>
Joyce Alvarado >> >> >>  >>
Customer Care Representative >> >> >> 
p:  +971 (0)4 4339455  │ e: [email-masked] │ w: www.mumzworld.com >> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE >>
 >>
 >>
On Wed, 17 Jun 2020 at 13:14, Hyacinth Joyce <[email-masked]> wrote: >>
Hi Habib,
 >>
Please see the below images forwarded by the customer. The above mentioned items are not received.
 >>
[[:removedImage(image.png):]] >>
 >>
[[:removedImage(image.png):]] >>
 >>
Thank you.
 >>
Best Regards, >>
Joyce Alvarado >> >> >>  >>
Customer Care Representative >> >> >> 
p:  +971 (0)4 4339455  │ e: [email-masked] │ w: www.mumzworld.com >> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE >>
 >>
 >>
On Tue, 16 Jun 2020 at 14:40, Muhammad Habib <[email-masked]> wrote: >>
Dear Hyacinth, >>  >>
CCTV footage has been reviewed. All items were packed correctly in 1 package.
 >>
On Tue, Jun 16, 2020 at 2:57 PM Hyacinth Joyce <[email-masked]> wrote: >>
Hi team,
 >>
The customer with the above mentioned order informed that she did not receive the below items.
 >>
 >> 200281348
HAS-E7496102
Monopoly Junior: DreamWorks Trolls World Tour Edition Board Game
1
 >>
200281348
ZGT-61137
Funville - Who Am I
1
 >>
 >> 200281348
ZGT-61151
Funville - Snakes & Ladders
1
 >>
Kindly check and advise ASAP.
 >>
Thank you.
 >>
Best Regards, >>
Joyce Alvarado >> >> >>  >>
Customer Care Representative >> >> >> 
p:  +971 (0)4 4339455  │ e: [email-masked] │ w: www.mumzworld.com >> a:  Office B407-408, 4th Floor, Building 4,  D3, Dubai Design District, PO Box 500245, Dubai, UAE >>
 
 >>
--  >>
 >> >> >> 
 >> >> >> 
Thanks & regards,
 >>
 >> >> >> 
 >> >> >> 

 >>
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