[Global-e Merchant Support - Request received] ''Delivered but not received - DHL 4578497383 (Order GE12949991985HK / #2393390NA)''

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 24, 2026, 14:59 GMT+3 Hi Team, Thank you for your message. I am currently reviewing your inquiry and will provide you with an initial update within up to 48 hours (or up to 72 hours if the weekend is included). In the meantime, please do not hesitate to contact me should you require any additional assistance.

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 27, 2026, 07:06 GMT+3 Hi, We referred your inquiry to the carrier and will provide you with an update within 2 business days. In the meantime, please do not hesitate to contact me should you require any additional assistance.

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- TRIANGL â€" CS CONTACT(2/2) + ORDERS TEAM/CS DISPUTES CONTACT(1/1), Jul 29, 2026, 18:02 GMT+3 Hi Asher, Thank you for the update. We appreciate it, and look forward to hearing from you once you've completed your review.

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 30, 2026, 02:26 GMT+3 Hi there, Please be informed that the local DHL counterpart is currently checking with the relevant courier and operations team regarding this query. We have been advised that they require a bit more time to complete the investigation. We will provide a progress update within 1-2 business days. We thank you for your patience as investigations continue.

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 31, 2026, 03:47 GMT+3 Hi I followed up on your inquiry further with the carrier and will provide you with an update within 1-2 business days. In the meantime, please do not hesitate to contact me should you require any additional assistance.

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 31, 2026, 06:17 GMT+3 Hi, Please be informed that, according to DHL, the courier has confirmed that the shipment was delivered to the correct address. The GPS delivery record also indicates that the shipment was delivered to the correct location. The courier further advised that the shipment was placed fully inside the property. Could you please check with the consignee whether the door shown in the delivery photo belongs to their address?

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Jul 31, 2026, 07:30 GMT+3 Hi there, Well received, looking forward to hearing back!

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 3, 2026, 05:12 GMT+3 Hi team, I referred this information to the carrier and will provide you with an update within 1-2 business days. In the meantime, please do not hesitate to contact me should you require any additional assistance.

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 4, 2026, 02:05 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 (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 6, 2026, 02:39 GMT+3 Hi, I followed up on your inquiry further with the carrier and will provide you with an update within 1-2 business days. In the meantime, please do not hesitate to contact me should you require any additional assistance.

##- Please type your reply above this line -## The ticket (5923634) has been updated. To add additional comments, reply to this email. ---------------------------------------------- Customer Services, Aug 11, 2026, 03:08 GMT+3 Order Number: GE12949991985HK Merchant Order ID: Hi Team, Coming back to you on this. I have received confirmation from - 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.