Packlink arent paying me for my lost parcel

mrjishere

I shipped a macbook via packlink(using there UPS label) via ebays form. The buyer claimed the item wasnt received and was reflected in tracking, the value was £200 and ebay forced me to refund this to the buyer. I managed to open a claims form on 23rd june and submitted the various details with screenshots of the transaction. I was asked for additional documentation inbetween so the form was finally submitted on 6th of july as seen below.

I've messaged them since for an update but havent heard back. Where can I go from here?

soolin

I would telephone and not just message them- Packlink are notorious for not paying out so you will need to be persistent and pro active here.

chipfork

They don't have a telephone number listed and won't share one if you ask in the web chat. They also don't provide an email address, the only method of contact is by a contact form or the web chat, when it is working. I'm in an identical situation, similar loss, same email and no update despite chasing through the chat.
Being based in Spain makes the process a little more complicated. I've filed an online dispute through the EU service but there's been no response from Packlink on the case that's open on there. They should respond with a message on the case, that process with mediation can take 90 days.
https://ec.europa.eu/info/live-work-travel-eu/consumers/resolve-your-consumer-complaint_en 
I used their support desk email as they wouldn't share a contact email. I might have got a response if I'd used their privacy@packlink.com email they use for GDPR. They should monitor that, you'd hope.
I'm giving it one more week then will look at a European small claim although they may want to see evidence of mediation first.
https://europa.eu/youreurope/business/dealing-with-customers/solving-disputes/european-small-claims-procedure/index_en.htm
There are others who have had the same issue. There are some that have got as far as sharing BACS details for a refund and then never received anything and had their case closed.
A very shady operation that do their best to avoid paying out for genuine claims and so far seem to be getting away with it.
Best of luck!

chipfork

Tried chasing my claim once again. It seems they are sharing an email address now although I have tried it before and didn't get a response: support@packlink.zendesk.com
They also shared the EU ODR link that I found in the above post, maybe they're getting a few complaints...

chipfork

I spoke too soon, used that email address and got the following back:

This is an automatic email! It appears that you have sent this request to an email address that is not supported to receive emails.

To receive assistance from the Packlink support team, please submit your request using only the Packlink Help Center:

Packlink: https://support.packlink.com/hc/en-gb
Packlink PRO: https://support-pro.packlink.com/hc/en-gb
Packlink eBay: https://support-ebay.packlink.com/hc/en-gb

martinlangley

To.

Assorted victims of Packlink Crime.

Action Fraud, the UKs fraud enforcement service is conducting an investigation of Packlink Shipping S.L.'s criminal activities. This investigation has reference number

NFRC210404439348. 

Other victims of Packlink crime are invited to contact Action Fraud and provide additional evidence of their criminal activities by completing a report at www.actionfraud.police.uk or calling (UK) 0300 123 2040.

Any report so submitted will be linked with the above reference so a complete file of their crime can be compiled and prosecuted in the criminal courts. Be sure to quote their accrurate contact details of Packlink Shipping S.L, Calle Amaltea 9, Madrid, Spain. Registration number is B83357863.

Make this report and watch this space for a video of Chief Executive Ben Askew-Renaut being dragged out of his office in handcuffs in front of his staff.

martinlangley

To.

Assorted victims of Packlink Crime.

Action Fraud, the UKs fraud enforcement service is conducting an investigation of Packlink Shipping S.L.'s criminal activities. This investigation has reference number

NFRC210404439348. 

Other victims of Packlink crime are invited to contact Action Fraud and provide additional evidence of their criminal activities by completing a report at www.actionfraud.police.uk or calling (UK) 0300 123 2040.

Any report so submitted will be linked with the above reference so a complete file of their crime can be compiled and prosecuted in the criminal courts. Be sure to quote their accrurate contact details of Packlink Shipping S.L, Calle Amaltea 9, Madrid, Spain. Registration number is B83357863.

Make this report and watch this space for a video of Chief Executive Ben Askew-Renaut being dragged out of his office in handcuffs in front of his staff.