[Global-e Merchant Support - Request received] ''Delivered but not received - DHL 2829624840 (Order GE13113458713HK / #2400013NA)''

##- Please type your reply above this line -## The ticket (5969016) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 6, 2026, 06:18 GMT+3 Hi team, Please be informed that, according to the GPS records, the courier delivered the shipment to the correct address. The shipment was successfully delivered on **05 August at 15:55 (local time)**. As requested by the customer through DHL's ODD system, the courier left the shipment at the **garage/outbuilding**. Please find the attached POD/POP for your reference. Unfortunately a claim is not warranted here.

##- Please type your reply above this line -## The ticket (5969016) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Anna, Aug 6, 2026, 12:28 GMT+3 Dear Asher, Thank you for the investigation update. We've shared the findings with the customer; however, they have provided additional information that they believe contradicts the investigation outcome. The customer has advised that: - They were home at the time of the reported delivery. - They went outside within approximately five minutes of receiving the delivery notification, and there was no parcel at the designated location. - Their property is secluded, and they have a clear view of the garage/outbuilding from their apartment. They maintain that no delivery was made there. - They also received another parcel at the same address the following day without any delivery issues. In light of these additional details, could you please ask the local DHL team to review the case once more and confirm whether any further information can be obtained from the driver or whether any additional investigation is possible? We appreciate your continued assistance and look forward to your update.

##- Please type your reply above this line -## The ticket (5969016) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 7, 2026, 02:00 GMT+3 Hi there, If the customer chooses to waive the signature, the driver is not required to make contact with/alert the customer when they arrive. Unfortunately, a claim can't be raised as they chose to waive the signature. Unfortunately, I cannot change the outcome here as it is DHL's specific terms and conditions. The customer assumes all liability when waiving the signature from the moment the delivery is finalized. Best Asher  ---------------------------------------------- Anna, Aug 6, 2026, 12:28 GMT+3 Dear Asher, Thank you for the investigation update. We've shared the findings with the customer; however, they have provided additional information that they believe contradicts the investigation outcome. The customer has advised that: - They were home at the time of the reported delivery. - They went outside within approximately five minutes of receiving the delivery notification, and there was no parcel at the designated location. - Their property is secluded, and they have a clear view of the garage/outbuilding from their apartment. They maintain that no delivery was made there. - They also received another parcel at the same address the following day without any delivery issues. In light of these additional details, could you please ask the local DHL team to review the case once more and confirm whether any further information can be obtained from the driver or whether any additional investigation is possible? We appreciate your continued assistance and look forward to your update.

##- Please type your reply above this line -## The ticket (5969016) has been updated. To add additional comments, reply to this email. ---------------------------------------------- TRIANGL â€" CS CONTACT(2/2) + ORDERS TEAM/CS DISPUTES CONTACT(1/1), Aug 7, 2026, 03:10 GMT+3 Dear Asher, Thank you for letting us know. We will reach out to the customer. Thank you!