Interparcel.com and Citylink - compensation problem

yoshi008

Please can anyone advise me regarding my compensation claim?
I purchased a toy from ELC in the summer and it was never used/opened. I sold it on Gumtree and sent it with Interparcel via Citylink. I paid for enhanced cover of £100 on top of the postage price. The parcel has now been declared lost, they delivered it to the wrong place as it had the wrong label attached by Citylink, and they returned it back to AMAZON, who cannot locate it. They are saying that in order to submit a claim I need to have proof of purchase. I no longer have the receipt as it was purchased in the summer. I can't locate it on a credit card/debir card bill or anything.
What does this mean?
They are giving me the run around.
I would like to refund the lady who purchased it from me for £100 but I don't want to be out of pocket £100 if they do not refund me.
Can anyone advise me on the best course of action and my rights please?
Many thanks in advance.

tinkerbell28

You refund the lady ASAP. She shouldn't be out of pocket for non delivery. Her contract is you, so you must refund her or she could lodge a small claim.

You have to deal with the couriers, the contract with them is between you, not the buyer.

If you paid for it by card, there will be an audit trail somewhere. Contact ELC, go into your order history via address, etc.

visidigi

tinkerbell28 wrote: »

You have to deal with the couriers, the contract with them is between you, not the buyer.

Just to clarify, your contract is with Interparcel, not City Link. Any claim is through the re-seller Interparcel, not City Link.

You need to deal with the re-seller, you purchased the (cheaper) service through them.

If you show Interparcel the ad on Gumtree they may consider that enough proof as that is the transaction which was complete that required you to ask Interparcel to carry the item.

yoshi008

There is no question I will refund the lady as it is not her fault. My question here is will I get my money back from Interparcel and whats the best way as they are giving me the run around with this. I got this from Mothercare, not from ELC on-line so there is no on-line order trail. My husband thinks we paid cash which explains why I can't see it on any credit card bill. I have the photos I took to post the advert on Gumtree, they have a date 18 November 2013 on them and you can see the price label. Can they deny my £100 compensation claim? On my bank statement you can see the £100 transaction from my buyer saying £100 ELC Toy. As I said I paid extra for the £100 compensation, but Interparcel are saying they need to see a receipt to prove I purcashed the toy, which I do not have since it was bought in the summer. Can anyone advise please?

yoshi008

visidigi wrote: »

Just to clarify, your contract is with Interparcel, not City Link. Any claim is through the re-seller Interparcel, not City Link.

You need to deal with the re-seller, you purchased the (cheaper) service through them.

If you show Interparcel the ad on Gumtree they may consider that enough proof as that is the transaction which was complete that required you to ask Interparcel to carry the item.

I marked the item as sold on gumtree and I think it got deleted as I no longer see it anymore. I am trying to claim through Interparcel as I know I can't through Citylink.

visidigi

You should be able to reactivate the item on gumtree from your account if I am not mistaken. Is the item available still from a retail store? Can you show its value is still £100?

custardy

yoshi008 wrote: »

There is no question I will refund the lady as it is not her fault. My question here is will I get my money back from Interparcel and whats the best way as they are giving me the run around with this. I got this from Mothercare, not from ELC on-line so there is no on-line order trail. My husband thinks we paid cash which explains why I can't see it on any credit card bill. I have the photos I took to post the advert on Gumtree, they have a date 18 November 2013 on them and you can see the price label. Can they deny my £100 compensation claim? On my bank statement you can see the £100 transaction from my buyer saying £100 ELC Toy. As I said I paid extra for the £100 compensation, but Interparcel are saying they need to see a receipt to prove I purcashed the toy, which I do not have since it was bought in the summer. Can anyone advise please?

I dont see that requirement in their T&Cs

yoshi008

visidigi wrote: »

You should be able to reactivate the item on gumtree from your account if I am not mistaken. Is the item available still from a retail store? Can you show its value is still £100?

I hope its in the ELC toy brochure, will try to get one tomorrow, it was on-line a few weeks ago but it looks like they took this off as it has been out of stock for ages, although I have seen it at a Mothercare store. Hope it will appear on the website again.

yoshi008

custardy wrote: »

I dont see that requirement in their T&Cs

Thanks, I will check the terms & conditions, they make it so hard to see all the small print.

visidigi

custardy wrote: »

I dont see that requirement in their T&Cs

http://www.interparcel.com/help/kb.php

Type Claim

Brings up...

What do I need to start a claim?
In order to process a claim the following are needed: Photograph of the item, Photograph and description of the packaging, An invoice showing the value of the consignment

Interestingly the receipt requirement is like you say, not mentioned in the terms and conditions...

unholyangel

How did the buyer pay you? Does it state what the payment is for (ie the item that is now lost)?

If so, just send them a copy of that as proof of value given that's how much you'll be losing due to their breach.