Parcel2Go item Lost in the post

ebayer2018

Sold item on ebay for £120, posted it via Hermes Parcel2Go on 28th December 2018. Tracking stopped updating on the 29th December 2018.

Buyer has informed me the item has not arrived. I'm guessing item is lost, so what's the protocol, do I just refund the buyer and try to claim back from Parcel2Go? Or do I ask the buyer to file an item not received.

I didn't insure it for the full amount but I should be able to claim for the amount it is covered for. Really don't want to be in a situation where I refund the buyer and the item turns up.

the_lunatic_is_in_my_head

ebayer2018 wrote: »

Sold item on ebay for £120, posted it via Hermes Parcel2Go on 28th December 2018. Tracking stopped updating on the 29th December 2018.

Buyer has informed me the item has not arrived. I'm guessing item is lost, so what's the protocol, do I just refund the buyer and try to claim back from Parcel2Go? Or do I ask the buyer to file an item not received.

I didn't insure it for the full amount but I should be able to claim for the amount it is covered for. Really don't want to be in a situation where I refund the buyer and the item turns up.

Not sure what the timeframes are for Hermes but where did the tracking stop?

Have you contacted P2G? They should contact Hermes so they can try to locate the parcel.

Process with buyer is ask them to open non-receipt request and refund if no luck.

If it is delivered after you refund the buyer should either return or repay, it would be down to you to sort this as as far as I know eBay won't help with getting the buyer to repay.

ebayer2018

Tracking stopped after parcel was picked up on the 29th December 2018.

Contacted Parcel2Go, they informed me they contacted the depot and are waiting for them to reply.

joanneframe

A similar thing happened to me at the end of October. Eventually by middle of December Parcel2go admitted they had lost my parcel - a 20kg gramaphone motor that had been sent for a service - I am invited to put a claim in, but have to prove the value - even though they accepted a payment for increased insurance at the time I ordered. So far they have rejected my attempts to provide a valuation, saying a screenshot from amazon or ebay is what they want. The item is difficult to replace, let alone get a valuation. Reading reviews I wish I had sent it through the Royal Mail

Buster_Danog

I avoid companies like Parcel2go. The terms and conditions state that they can leave parcels with a neighbour. This is no good if ebay or Paypal need proof that the item was delivered to the buyer.

I got lucky with an ebay return when Paypal refunded me when the tracking showed the item was delivered to the seller. A couple of hours later the tracking updated to show it had been left with a neighbour. I would have been £150 out of pocket.

LadyDee

ebayer2018 wrote: »

Sold item on ebay for £120, posted it via Hermes Parcel2Go on 28th December 2018. Tracking stopped updating on the 29th December 2018.

Buyer has informed me the item has not arrived. I'm guessing item is lost, so what's the protocol, do I just refund the buyer and try to claim back from Parcel2Go? Or do I ask the buyer to file an item not received.

I didn't insure it for the full amount but I should be able to claim for the amount it is covered for. Really don't want to be in a situation where I refund the buyer and the item turns up.

Claim for loss of delivery through Parcel2Go. Ask your buyer if they will please wait for a while to give Parcel2Go a chance to check with Hermes. If you actually speak to Parcel2Go I've found them to be pretty good.
If the buyer won't wait then they should go through ebay non-received item so that you at least get your fees back, but if you can't delay them doing this they will get their money back through PP and the parcel might still turn up. So be nice to your buyer, so that if this happens they'll be more inclined to pay for the item if it is delivered.
I believe Hermes maximum for loss is £20 unless you paid for enhanced cover.
Was the parcel going to a part of the country where weather might have delayed delivery?

ebayer2018

Well Parcel2Go won't be getting my business ever again, several times I used Live Chat only for the operator to begin ignoring me. They began by asking me how they could help me and then asked if I could wait 1-2 minutes as they checked my tracking details and at this point I never heard from them again, one time I waited up to 25 minutes and still no reply.

They start off courteous but begin playing games. Got a feeling it's company policy to stall the claim for as long as possible and once 4 weeks is up they can invalidate the claim as being too late.

Tigsteroonie

I hung on for a couple of hours over Christmas to get through to LiveChat, they acknowledge my parcel was 'lost' and provided a claim form which I completed in their timeline.

They said they'd assess within 14 working days. Four days after that deadline expired, they reckon they've found my parcel and are trying to redeliver it. That's no good to me.

I've gone down the Resolver route, complaint currently open.

lindens

Buster_Danog wrote: »

I avoid companies like Parcel2go. The terms and conditions state that they can leave parcels with a neighbour. This is no good if ebay or Paypal need proof that the item was delivered to the buyer.

I got lucky with an ebay return when Paypal refunded me when the tracking showed the item was delivered to the seller. A couple of hours later the tracking updated to show it had been left with a neighbour. I would have been £150 out of pocket.

PArcel2go arent a delivery company. They offer a service where they compare parcel delivery prices and you buy the delivery service through them, by someone like Hermes, Collect Plus etc

lindens

I had a lost parcel last week. Rang hermes first who advised parcel was lost. so logged a claim with parcel2go. Refunded the buyer to keep them happy., Item was insured so its a waiting game now.

dantendo

I have found Parcel2Go and Yodel Direct's claim process to be equally as incompetent as the other.

Had to do claims with both which resulted in really long laborious games of cat and mouse that went on for over a month. They inform me that I do not have to do anything after their 14 day investigation but they never contact me at all after 14 days.

I find it strange that both their Online Chat, sign out with exactly the same identical wording. Are they in any way related or just use the same counterproductive online chat centre.