Absurd evidence asks for claiming compensation for damaged packages via PackLink

[jkh_1234]

I had a buyer claim that a package I sent via EBay Packlink (MyHermes) was damaged in transit, they provided photos of the damaged parcel and the damaged item inside. I did the correct thing and offered a full return refund which they promptly accepted.

I got the item back from the buyer and promptly opened a damaged delivery claim with PackLink including all the details of the Ebay sale as well as the photos provided by the buyer. 4 (!) weeks later I received a reply saying my claim was tentatively accepted but they needed a) A photo of the original packaging at the point of delivery (the buyer's address), b) A photo of the whole parcel including the original parcel label and c) that I would be able to provide the original packaging to them for "inspection".

The buyer which I don't blame, sent the item back in a new box seeing as the original had a massive 20cm puncture on one side of it and was unsuitable to use to send the item back. This meant I didn't have any of the original packaging or label. I explained this to packlink and they promptly rejected the claim.

I'm thinking this is pretty ridicolous, I would assume very few of the sellers making a damaged item claim would have the original packaging if it had been damaged in transit to the buyer and even less would have the original packing label seeing as the buyer would need to attach a new one to send the package back. Has anyone had any luck with packlink damage claims?

[tobiasd4]

This is yet another reason NOT to use packlink.

They are only a 3rd party & don't deliver anything.

You are better buying postage from PO or carrier website, at least you can deal direct with them.

[jkh_1234]

I have definitely learnt my lesson with Packlink and won't be using them again, I was tempted by the 1/2 off delivery offer they were running. This whole thing feels like a scam to me, of course you wouldn't have the original package 4 weeks after you open the claim. EBay of course absolved all responsibility as packlink is a 3rd party to them. I sent an email to trading standards to investigate, will see what they say.

[plpmr]

always best not to use middlemen - you also use Global and hopefully you won't get caught by them.

[jkh_1234]

GSP? Yes I have been using them before as well. I haven't had any problems yet with them but I have seen some of the horror stories. My understanding is that any delivery/damage issues after it reaches GSP is covered entirely but returns are a nightmare if a SNAD case is raised.