Who should claim insurance? Buyer or seller?

polkadot

I ordered a camera bag on ebay and it was dispatched. On Friday(30/01) I thought I'd check my tracking to see if it would go on the van so I could be home for it. Tracking said it had been delivered on Thursday (29/01) at 12:15 and it was signed for by myself. There was no electronic signature available (manual signature).

I called the call centre who said they would call the depot and make enquiries and I would hear back later from the depot. Then I remembered signing for a parcel for my husband on Thursday (29/01) and checked his tracking info. That one had my signature available and was signed at 12:04.

So I called the call centre again and expressed a theory that perhaps the driver had only noticed one package for our address and left my bag on the van-realised the mistake 11 minutes later and didnt want to come back so just marked it as signed for. The call centre agent said that they were delivered by two different drivers-and the depot would be in touch, however if Id not heard anything by this morning (Monday 02/02) to phone the depot directly, and he gave me the relevant phone number.

I called this morning and the depot claims no messages have been received from the call centre, that the driver will be interviewed and that I will hear back in 48 hours. At this point I dont hold much hope that the driver will remember what happened.

....So now the sellers turn.
I emailed them as soon as I realised and told them I had been in touch with Parcel Force and not had any joy yet locating the parcel.
Seller responded as follows:

Hello mrspolkadots,

The seller has provided the postal information for your item. You can view the postal information in the Resolution Centre.

When you receive the item, please close the case in the Resolution Centre.

Seller's message to you:
'We are sorry to hear that. We recommend you to contact the Parcelforce customer service. If the package was lost by them, we recommend you to file lost package claim with the carrier. Thanks for your cooperation and our apology for the inconvenience this has caused.'

You can view the details of this case in the Resolution Centre.

Surely as I did not enter into a contract with Parcel Force then it is not my place to do so? Wouldn't the correct process be for the seller to send out a new one and make the claim himself?

I am so incredibly angry about the whole thing that I didn't want to respond to the seller until I knew exactly where I stand on this, and how to respond in the best way to affect a positive outcome which is why I thought I'd ask you lovelies first.

What should I do or say next?

sinizterguy

The seller has the contract with ParcelForce - you do not.

Brooker_Dave

The seller refunds you and then claims on the insurance, if there is any.

polkadot

Thank you,what is the best way to word my response?

Brooker_Dave

Please refund my purchase, it's up to you to seek a refund from your appointed carrier. If you do not refund in the next 7 days I will contact paypal and my card provider to refund me directly.

polkadot

Brooker_Dave wrote: »

Please refund my purchase, it's up to you to seek a refund from your appointed carrier. If you do not refund in the next 7 days I will contact paypal and my card provider to refund me directly.

Thank you:)

celestius

If the parcel has been signed for it's not that simple.

purple321

Brooker_Dave wrote: »

Please refund my purchase, it's up to you to seek a refund from your appointed carrier. If you do not refund in the next 7 days I will contact paypal and my card provider to refund me directly.

If I got a message like that I would tell them to go ahead and contact paypal and I will supply them with the tracking number which shows it was signed for! You need to be really polite with them in my opinion as neither ebay or paypal with force a refund in this case, it'll be down to the sellers goodwill.

rach_k

As you're already in touch with the courier, why not wait and see what they say first? They may find it and deliver it, in which case there's no need to involve the seller other than to let them know what's going on. It's not the seller you should be angry with so no need to take it out on them. I'd just send the seller a message saying that you're waiting for the courier to get back to you but that if they don't find it, you will need them, as the person with the contract with the courier, to arrange a refund or replacement. No need to be giving ultimatums at this stage - you'll only get their back up.

Brooker_Dave

purple321 wrote: »

If I got a message like that I would tell them to go ahead and contact paypal and I will supply them with the tracking number which shows it was signed for! You need to be really polite with them in my opinion as neither ebay or paypal with force a refund in this case, it'll be down to the sellers goodwill.

The seller has washed their hands of the situation, being polite has not got the buyer their goods.

theonlywayisup

polkadot wrote: »

Thank you,what is the best way to word my response?

Unfortunately, as you have given the seller a defect by opening a case, they may not be inclined to help. Furthermore, as the tracking shows delivery, you won't win the dispute.

I would keep it very polite and ask them to help you with PF. Explain that PF have referred you back to the seller.