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Parcelforce mixed up parcels
Summary: dephil8337 sold roof bars on eBay and encountered issues with the delivery through Parcelforce, with the wrong box being delivered to the buyer. They initially attached the shipping label incorrectly, but when they corrected it, the label was still mishandled. papso22 advised them to process a refund through eBay for the buyer and suggested contacting Packlink, eBay’s shipping broker, for lost parcel claims. dephil8337 attempted to contact Packlink but faced difficulties with tracking number recognition.
Hi,
Bit of a strange one, I sold some roof bars and when parcelforce delivered them a different box was in the proof of postage with my label (purchased through eBay) stuck onto it.
I dropped off my box at my local post office on 17th Sep, the buyer contacted me on the 23rd to tell me the tracking was showing the item hadn’t moved. I phoned the post office and after verifying which parcel I brought in once I gave them date and time of parcel scan they told me that my label had fell off the box. I re-printed the same label as the first time (but doubled the size) and took it back down (24th) with a new label fixing to the post office, I handed it over and they stuck it on. On the 25th I got a notification it was delivered and a message from the buyer stating that this isn’t what they bought. I checked the pictures he sent me and he had received a curtain pole. I checked the proof of postage image and it wasn’t the box I sent, it was considerably smaller, but it had my second label I printed attached to it. I’ve spent countless hours on hold to RM/PFW and have eventually managed to raise a case with them to locate my parcel as I now believe it will be lying somewhere with no label on it. I phoned the post office first and they claim it has been taken away by Royal Mail so the label must have been switched or fell off and fixed to the wrong box after leaving their shop.
Can anyone provide me some guidance on this please. I unfortunately never put a packing slip in my box as this was my first sale and didn’t realise but I have camera footage from my house of me leaving with the box which looks nothing like the box the buyer received.
Thanks
papso22
Mentor1 week ago · EditedYou advertised the postage as Inpost so presumably you changed that and bought from Parcelforce directly?
If so, the only guidance I can give is ebay related which is that the buyer needs a refund from you. They should open a case for item not as described.
As for Parcelforce/the PO, your replacement label got attached to the wrong box in transit and so must have become detached, as did the first one. You will have to deal with them for compensation for the refund to your buyer. Also think about how you are attaching labels.
dephil8337
OP1 week agohi, I just used whatever eBay suggested and then realised I hadn’t changed as the parcel was oversized. Buyer hasn’t opened anything as of yet. Do you know if eBay can provide any help with this as the label was purchased through them?
The first label was taped on so I’ll take the blame on that but second label was in a proper self adhesive document holder, however the PO would not let me stick it to the box and done it themselves
papso22
Mentor1 week agoIf you bought the label though Packlink, which is Ebay's broker, you need to claim through Packlink. Ebay themselves will have nothing to do with it. The responsibility seems to actually lie with the PO for not attaching the label properly, they are a different company, and Parcelforce may just blame them!
Good luck,
dephil8337
OP1 week agoHi,
Thanks for your help, do you know how I can contact/raise a claim with packlink?
papso22
Mentor1 week agoYou do it through the Packlink website, choosing the ebay option.
dephil8337
OP1 week agoI tried but says my tracking number not recognised. I used this link https://support-ebay.packlink.com/hc/en-gb/articles/360014205520-Loss-Claim
papso22
Mentor1 week agoThat's the right place to go. Perhaps that's because you used the same label, and tracking, twice. Sorry this is such an unusual situation I have no further advice to give you.