eBay

belascos · ‎05-06-2026

I sold a Staub kitchen item for £160 and bought a DPD label through eBay Delivery/Packlink.

Parcel was dropped off at a DPD Pickup Locker on 10 March 2026. Buyer opened an Item Not Received case on 17 March because tracking had not delivered/moved properly. I refunded the buyer in full due to non-delivery on 20th March.

I opened a Packlink claim same day.

On 12 May, Packlink confirmed the claim dossier was complete and said £60 goods compensation would be paid within 30 days, with postage refunded there and then (We were happy with £60 comp as we took the risk to accept the £60 standard insurance option).

Then, on 28 May, DPD/Packlink delivered the parcel to the already refunded buyer — over two months after dispatch and AFTER the communication confirming they would pay me within 30 days.

Packlink have now said they can’t continue liaising and that “all contractual obligations were met,” despite previously confirming the £60 compensation payout. eBay seller protection/appeal appears to be outside the 30-day case closure window.

Has anyone had Packlink withdraw/refuse compensation after confirming the claim was complete? Is the best next step a formal complaint/Letter Before Claim, or is there another eBay/Packlink escalation route that works?

I have the tracking, refund proof, Packlink claim email, and proof the parcel was delivered after refund.

Thanks

sml192 · ‎05-06-2026

@belascos wrote:
Has anyone had Packlink withdraw/refuse compensation after confirming the claim was complete? Is the best next step a formal complaint/Letter Before Claim, or is there another eBay/Packlink escalation route that works?
I have the tracking, refund proof, Packlink claim email, and proof the parcel was delivered after refund.

If you are suggesting taking legal action against Packlink then, unfortunately, that won't be possible as they are based in Spain and aren't a UK registered company. Any legal action would need to be against the buyer. Have you messaged them now the item has been delivered to see if they are prepared to either repay you for the item or return it at your expense?

belascos · ‎05-06-2026

Thanks for the reply.

Rather frustrating that there seems to be no avenue of escalation with Packlink.

I messaged the buyer requesting partial payment / assistance to return item using free return label, however unsurprisingly not received a reply thus far.

go_ahead_buy_me · ‎05-06-2026

@belascos wrote:
Rather frustrating that there seems to be no avenue of escalation with Packlink.

I've had a quick look at Packlink's T&Cs and I believe what they have done is permitted.

"If the Goods are recovered after the User has been compensated for their loss, he is obliged to return the compensation to Auctane, S.L.U. via bank transfer using the account that the latter designates."

So even if they had already paid out, they would expect the money back!

belascos · ‎05-06-2026

Unbelievable. I do not understand why Packlink do not instruct the courier to return the item to sender if found, seems a simple solution for all parties.

Retailers seem to have no problem in getting couriers to do this.

Regardless, seems like a costly lesson in not using Packlink going forward 🙄

go_ahead_buy_me · ‎05-06-2026

Yes, I never realised that happened with Packlink. It is a bit strange.

However, usually big companies can use all sorts of things in T&Cs to get out of paying anyway.

According to eBay's Seller Protection Policy, you should be covered by eBay. Just because it is outside a 30-day window seems harsh considering you had to wait for Packlink. It might still be worth contacting customer services and see if they will refund you.

https://www.ebay.co.uk/help/policies/selling-policies/seller-protection-policy?id=4345

Other protections

If a buyer reports that an item hasn't arrived

...

Additionally, we’ll protect you if you use an eBay label and the item is delivered to the buyer after you’ve issued a refund. We'll automatically reimburse you for the item, remove defects, and exclude the case from service metrics.