[Global-e Merchant Support - Request received] ''Delivered but not received - DHL 1363933863 (Order GE12966406810HK / #2394222NA)''

##- Please type your reply above this line -## The ticket (5932690) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 30, 2026, 02:20 GMT+3 Hi Please be informed that DHL HK are checking with the local DHL counterpart, and we will provide an update as soon as we have further information. We will also provide a progress update within 2 business days.

##- Please type your reply above this line -## The ticket (5932690) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Anna, Jul 30, 2026, 12:37 GMT+3 Dear Asher, We've received a further update from the customer. The customer has confirmed that they were eventually able to recover the shipment from the person it had been delivered to. They advised that the courier admitted the parcel had been delivered to the wrong building and later guided them via video call to the delivery location. The customer also advised that the parcel had been opened by the unintended recipient before it was returned to them. They expressed disappointment that, despite paying for home delivery with a signature requirement, the shipment was misdelivered without their signature being obtained. In light of the above, could you please review this matter with the local DHL team and advise whether compensation can be considered for the customer's delivery experience? Any clarification regarding the misdelivery and available goodwill or reimbursement options would be greatly appreciated. We look forward to your update.

##- Please type your reply above this line -## The ticket (5932690) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 31, 2026, 03:45 GMT+3 Hi there, I'm glad to hear it was received, although unfortunately under these circumstances. I have gone back to DHL with your request to see what we can do here. As the delivery was received, compensation may not be possible however I have put in the request for you nonetheless. I also mentioned to them that the parcel was opened by a person other than the consignee, so hopefully this works in our favour. Please note that I am unable to change the outcome if DHL denies this, but I will try my best. I apologize on behalf of the carrier for the experience your customer received here. I will get back to you within 2 business days with an update.

##- Please type your reply above this line -## The ticket (5932690) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 31, 2026, 09:26 GMT+3 Hey team, I hope you're well! Coming back to you with an update. I have been working with DHL on this case, and I can confirm DHL have raised a claim to their claims department for review. I haven't received final confirmation yet, but I thought I'd let you know we are getting close to a resolution. Once we have official confirmation regarding the claim, I will let you know. Please be assured I will come back to you in 1-2 business days for a progress update as well.

##- Please type your reply above this line -## The ticket (5932690) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 3, 2026, 02:13 GMT+3 Hi, Well received, thank you.

##- Please type your reply above this line -## The ticket (5932690) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 5, 2026, 02:19 GMT+3 Hello, Thank you for your patience. I wanted to reach out with a quick update. Work on your inquiry is already underway, though we'll need a little more time to review it thoroughly and ensure it reaches a resolution. We apologize for any inconvenience and truly appreciate your understanding while we work toward a resolution.

##- Please type your reply above this line -## The ticket (5932690) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 6, 2026, 03:03 GMT+3 Order Number: GE12966406810HK Merchant Order ID: #2394222NA Hi Team, Coming back to you on this. I have received confirmation from DHL that the shipment has been lost in transit and a claim has been opened. Any compensation received will be paid back to you on reconciliation. At your discretion, please proceed with a replacement or refund to the customer. If you require any additional assistance, please let me know.