ParcelForce Global Priority - item delayed, how do I claim a refund?

GustyGardenGalaxy

A few days ago I sent a parcel to the US via ParcelForce Global Priority.

The receipt has printed on it a guaranteed delivery date of the 16th August (yesterday).

The parcel is now in the US, but not yet at the receipient's location. So it's going to be at least a day late.

According to the PF web site:

http://www.parcelforce.com/help-and-advice/sending/refunds-for-late-delivery

if the parcel is delayed I am entitled to a 25% refund (and given that the parcel cost £145 to send, the compensation isn't merely a couple of quid).

The thing is, how do I claim my refund online? I could of course go to the post office and ask but I was hoping that there was an online form that I could fill in. I can't seem to find one though, there are only forms for loss and damage.

Thanks

SlowCooker

https://claims.parcelforce.com/crmselfservice/default.aspx

GustyGardenGalaxy

Thanks!

visidigi

Before you file a claim, ask customer services to confirm why its late.

If its a customs delay then this will mean it doesn't qualify for a refund - check your T&C's as delivery is only guaranteed if one of the exceptions doesn't impact its delivery.

GustyGardenGalaxy

Noted, thanks.

What is to prevent PF from stating it was a customs delay in order to avoid paying out compensation?

visidigi

The tracking information should show you where it is and why its delayed. If it currently shows as on the way to the US but it hasn't got any mention of clearing customs there is a very good chance its still in customs now...

GustyGardenGalaxy

All that the tracking says is that it's in New York (as of Midnight on the 16th). It's bound for California.

visidigi

Did you specifically state you wanted Saturday delivery? Just curious as that's a premium upgrade on Parcel Force (Parcel Force don't actually carry the package themselves, its outsourced to another, much larger courier service). By default if its gone into NY that would work out right if it was a Monday 18th delivery..

GustyGardenGalaxy

No, I just sent it via Global Priority and the stated delivery date is 16th august.

visidigi

I think that's a mistake tbh. Depends exactly on the details though - get in touch with them tomorrow.