Question Re: packlink missing parcel by hermes in Member To Member Support DO NOT DELETE

packlink missing parcel by hermes

pinklangthorne — Thu, 29 Apr 2021 19:59:49 GMT

on the 11th March i sold an item approx 60cmx60cmx60cm isent this through ebay ,packlink postal service was contacted by the buyer after 10 days to say that it had not been received , i tracked the item with the carrier Hermes but it showed it was static since the 12th of april tried to ring hermes but no answer , so i live chatted them , gave the ref number , and they said as i was with paclink i had to contact them , i contacted Packlink on the 27th april as hermes had been no help and the buyer was getting more upset, Packlink sent me a screenshot of the package delivered which i forwarded to the buyer , he said that the photo was in a warehouse and not his home , when i checked the screenshot was from the 8th of January and i challenged the packlink advisor saying that it could not have been my parcel as it had not been collected by carrier from the shop on the 11th april , he then got back to me saying it must be lost put in a clam and attached a link .

I read the claim details and it stated i was only covered for £25.00 compensation , i then said i wanted packlink to investigate fully with hermes to find my parcel and deliver it or return it to me , as it was worth £115.00 inc post he wrote today to say that they wont investigate until i put in a claim leaving me exposed to loose £90.00 as i will have to refund the buyer even then wait for packlink to decide if they will pay the claim .

Re: packlink missing parcel by hermes

redwick1 — Thu, 29 Apr 2021 20:13:04 GMT

Your buyer needs to open a not recieved dispute in the resolution centre and you refund through the dispute. You get your fees back

You then put in a claim to packlink the information on how to claim is on thier site.

If the item was that amount of money did you make sure you paid the correct postage with the correct compensation

If you did not then you will not be covered

Re: packlink missing parcel by hermes

pinklangthorne — Thu, 29 Apr 2021 20:32:22 GMT

I see what you say but what i was trying to point out is that there is no
comeback on the carrier in this situation , just the onus is on the seller
trying to limit the damage with the buyer , i did not take out the full
cover as i thought the size of the parcel and fact that it was only only
going to the midlands i would just pay for signed for

Re: packlink missing parcel by hermes

redwick1 — Thu, 29 Apr 2021 20:38:52 GMT

Yes you have to limit the damage with the buyer. You have to refund through a dispute which is how all cases are done. You should stillput in a claim to Packlink and see what happens > if you did not send it by the correct method of postage then you will not get your money back but may get something. Perhaps £25