[mothered]

I would like to bring good news but after contacting them two times asking a estimated time, they said the department still require time.

At least It's not bad news - the claim Is still active.

[pxl_rip]

I would like to bring good news but after contacting them two times asking a estimated time, they said the department still require time.

At least It's not bad news - the claim Is still active.

I'll keep contacting them every few days

[mothered]

I'll keep contacting them every few days

Absolutely.

It serves as a reminder to speed things up.

[pxl_rip]

I'll keep contacting them every few days

Absolutely.

It serves as a reminder to speed things up.

I have a reply.

The department says that they confirm the item hasn't lost during the transportation or the box hasn't been damaged.
They also confirmed it hasn't be opened by customs and it remained in transit for a short period of time before delivery.

So they consider the item not lost/missing.
And will not issue a refund.
If I know some other details I have to respond to their email.

Just to point out if it could be a point... The parcel has not been handled directly to me.
May You help me with next move? Do I have to give up?

[mothered]

The department says that they confirm the item hasn't lost during the transportation

Ask them what they're basing their confirmation on.

or the box hasn't been damaged.

Tell them to provide photographic evidence of the package condition at the time It arrived at your address.

The photos must contain every angle of the package, and be clearly visible to the naked eye.

They also confirmed it hasn't be opened by customs and it remained in transit for a short period of time before delivery.

Ask them to email you a report from customs, as well as the GPS coordinates of the package as It was travelling through their network.

So they consider the item not lost/missing.

Only If they fail to provide ALL of the aforementioned details.

Just to point out if it could be a point... The parcel has not been handled directly to me.

How was It accepted?

May You help me with next move?

There are several moves you need to forward/request as per above.

Do I have to give up?

No.

[pxl_rip]

Just to point out if it could be a point... The parcel has not been handled directly to me.

How was It accepted?

I can't exactly say for sure, but it was left in the doorman building (I can't tell if doorman personally accepted it).
I tried to determine it with the proof of delivery on the shipping website but it doesn't show who signed.
I think carrier signed himself but it's an information I don't know for sure.

[mothered]

I can't exactly say for sure, but it was left in the doorman building (I can't tell if doorman personally accepted it).
I tried to determine it with the proof of delivery on the shipping website but it doesn't show who signed.
I think carrier signed himself but it's an information I don't know for sure.

Understood, It can be quite difficult to pinpoint the exact events.

As per my previous post, you have enough ammunition to hit them hard. And they have a lot of answering to do.

[pxl_rip]

I can't exactly say for sure, but it was left in the doorman building (I can't tell if doorman personally accepted it).
I tried to determine it with the proof of delivery on the shipping website but it doesn't show who signed.
I think carrier signed himself but it's an information I don't know for sure.

Understood, It can be quite difficult to pinpoint the exact events.

As per my previous post, you have enough ammunition to hit them hard. And they have a lot of answering to do.

Yes, thank You.
Just to be sure... in this next email I have to ask all of the information you gave me along photographic evidence at the time the package at the time of delivery?

[mothered]

in this next email I have to ask all of the information you gave me

That Is correct.

They're trying to decline the claim by stating quite a few events have been confirmed, so It's vital to tackle each one.

along photographic evidence at the time the package at the time of delivery?

Absolutely - that's the most Important part.

The point to all this, Is that they've replied without providing any evidence whatsoever In support of their statements. They could've made the whole thing up, which Is why It's crucial to ask for evidence.

[pxl_rip]

in this next email I have to ask all of the information you gave me

That Is correct.

They're trying to decline the claim by stating quite a few events have been confirmed, so It's vital to tackle each one.

along photographic evidence at the time the package at the time of delivery?

Absolutely - that's the most Important part.

The point to all this, Is that they've replied without providing any evidence whatsoever In support of their statements. They could've made the whole thing up, which Is why It's crucial to ask for evidence.

I've sent it. I'll keep you updated as usually. Thank you so much for now for everything you've done for me.