Parcelforce and eBay Lost Parcel

[french_montagna]

Total nightmare – zero accountability!

I’ve been using eBay’s prepaid label system to streamline my sales process. Last week, I sold an item and, as always, dispatched it the same day using a Parcelforce 24 label purchased through eBay. Dropped it off on Friday 14th March 2025—since then, a complete nightmare. The parcel appears to be lost. Parcelforce refuses to assist because the label wasn’t purchased directly from them, and eBay support keeps telling me to contact Parcelforce. Neither side is taking responsibility, and no one seems to know who should resolve this. eBay needs proper procedures in place—implementing a system without accounting for these issues is unacceptable! I had to refund the buyer and I’m now stuck!

[**peaseblossom**]

If you bought the postage through ebay you'd normally claim here:
https://support.packlink.com/hc/en-gb/articles/5528489675922-How-can-I-request-compensation-for-loss....

[french_montagna]

Wrong! Packlink doesn’t work with Parcelforce!

[marco@ebay]

Hi french_montagna, thanks for your post.

Just to clarify, if you got the shipping label from the courier directly, then they are the ones you need to make the claim from. Since we didn't generate the label, and we also don't handle/manage the tracking and delivery of the item, there is nothing we could do, I'm afraid. If it was purchased through eBay, then yes, but if this was not the case, the courier is the one that has to do this for you.

Thank you,

Marco

[french_montagna]

Hi Marco, 

I bought the parcel from eBay indeed. The invoice is billed to eBay and there is no trace or mention of parcelforce in the invoice. My contract is directly with eBay. As soon as I paid eBay, the label appeared and was ready to print and attach to the parcel.

I think I’ve been quite clear on the post about this.

Regards,

Reda

[*glan*]

The forums on the site below provides a lot of info about claiming when couriers refuse to pay out. One issue that comes up regularly is that of Packlink - as they're registered abroad people are still able to claim against the courier even though they have no contract with them.  I guess eBay are registered here but would guess it means you can choose who to pursue for compensation? It might be worth posting on that forum to see if they've come across this issue before.

I posted something this morning and rarely use eBay shipping but I looked at the Parcelforce option. I would have been under the impression after reading the terms that I was covered for compensation so it is eBay at fault here for not stating that Parcelforce won't assist if something goes missing.

https://www.consumeractiongroup.co.uk/forum/183-postal-and-delivery-services/