From: Gelna Genosolango <[email-masked]>
To: subir <[email-masked]>
Date: Fri, 4 Dec 2015 06:44:24 +0530 (IST)

Hi Sir 

2 iphones but one iphone was missing and the iphone box contains clay instead of an iphone. Trace filed and Jess asked Zach to check cameras on the day the package arrived and Jess confirmed that Package appears to have arrived with Clay. Informed cs and this is his reply: 

"What the hell are you talking. The package was forwarded to Bordelinx by my friend. It was not directly shipped from merchant and my friend has verified the package before shipping it to Bordelinx. The package contains two phones in it when it was with borderlinx. 
Even DHL team confirmed that there were two phones in the package while doing customs inspection and after customs inspection one phone was missing. 
DHL is ready to start the claim for me but they need claim release from your end. So please release claim approval from your end." 

Neil advised DAY response is below. Trace has been completed, Borderlinx should proceed with claim as you see fit, and based on response you receive from warehouse. 

Review of documentation about the case does not confirm that “ Even DHL team confirmed that there were two phones in the package while doing customs inspection and after customs inspection one phone was missing.” 

Should I file claim or tell the customer that we have reviewed the cameras and there was no iphone arrive and the claim should be file with the local courier? 
Regards, 
Gelna