Packlink - how to appeal or overturn a claim dismissal?

[foundly]

Hi there Ebay Community. I'm a relatively new seller of vintage ceramics and glassware. I posted a framed needlepoint tapestry to a customer in the Scottish Highlands and when it finally arrived with her it was totally destroyed - completely smashed up and she said it looked as if it had been crushed. My packaging was very good, which the buyer verified, and I had photos of the packaging and the state it arrived in. I refunded the buyer immediately and then placed a claim for the extensive damage with Packlink. They have just told me they have dismissed it because  they 'do not cover anything within 50 years of antiquity'. So I presume anything made before 1975, if I've worked that out correctly. Can this really be true? It feels like a complete scam and a really arbitrary loophole for a platform primarily used for selling vintage items to not cover vintage items when their recommended postage partner breaks them. Any help in appealing or overturning their dismissal of claim greatly appreciated. Thanks so much.

[thepillenwerfer · Accepted solution]

It's quite normal for couriers to have a huge long list of items they won't pay compensation on.  This usually includes antiques, though that normally means things over 100 years old rather than 50, and things made wholly or partly of glass so a framed picture may fall under that too.  Evri won't cover items made of concrete, which shows how confident they are in their handling procedures.

You need to study these terms and conditions before you send anything.

All that said you are a Private Seller so should have sent it by the new Simple Delivery.  Under that PackLink have nothing to do with it and if anything, with far fewer exceptions, gets lost or damaged e-Bay refund the Buyer and you keep the money.

[foundly]

Thanks for your response. Yes, I’m not sure why it went with Packlink, I think it must have defaulted to that because the buyer address was in the highlands so treated as international? I couldn’t really work it out, but everything else I’ve sent has been a Simple Delivery default. Thanks very much - no more glassware then I guess!