Parcelforce Claim

WALK9763

I sent an ebay parcel just before christmas to a customer (via an Argos). I took out insurance for the item I sent (£100). When the parcel arrived it was totally bashed up (buyer took photos) and as a result the contents were damaged beyond repair. I started a claim with Parcelforce which was pretty complicated to fill in and me and the buyer completed our sections and waited. I went on to look at where the claim was at today (23rd) and it has been closed due to an "invalid consignment number". On the 7th of January I was sent a message asking for all the information but I didn't see this message until today due to illness. Apparently if I didn't reply with 14 days the case would be closed which it obviously has been! I've already sent all the relevant information (on the 23rd December) - but is that it? I can't do anything now as I didn't reply with 14 days? Their claim website is very complicated to follow and I'm not sure what to do next? Please could anybody help me. Thanks

JJ_Egan

Is this in respect of a business transaction ?

WALK9763

No - It was just something I sold on ebay  to a third party.

theonlywayisup

WALK9763 said:

I sent an ebay parcel just before christmas to a customer (via an Argos). I took out insurance for the item I sent (£100). When the parcel arrived it was totally bashed up (buyer took photos) and as a result the contents were damaged beyond repair. I started a claim with Parcelforce which was pretty complicated to fill in and me and the buyer completed our sections and waited. I went on to look at where the claim was at today (23rd) and it has been closed due to an "invalid consignment number". On the 7th of January I was sent a message asking for all the information but I didn't see this message until today due to illness. Apparently if I didn't reply with 14 days the case would be closed which it obviously has been! I've already sent all the relevant information (on the 23rd December) - but is that it? I can't do anything now as I didn't reply with 14 days? Their claim website is very complicated to follow and I'm not sure what to do next? Please could anybody help me. Thanks

What do their T&C say regarding claims periods?  Was the consignment number incorrectly given?

WALK9763

The original claim was made in the correct time - it was the second request for information that wasn't - even though I'd already sent the information. The consignment number was correct.
I've just had a quick look at their terms and conditions and found this

"Any information requested to substantiate a claim must be made available to Parcelforce Worldwide within 21 days of request."

Although on their request to me they stated 14 days ...

theonlywayisup

WALK9763 said:

The original claim was made in the correct time - it was the second request for information that wasn't - even though I'd already sent the information. The consignment number was correct.
I've just had a quick look at their terms and conditions and found this

"Any information requested to substantiate a claim must be made available to Parcelforce Worldwide within 21 days of request."

Although on their request to me they stated 14 days ...

Then go back to them with the relevant part of their T&C showing the dates you submitted the claim and gave the further info.  

mattyprice4004

If you gave them the correct information the first time around, they can't just say the number is incorrect and then close the claim.

Go back, show the consignment number is correct and push it through from there.

WALK9763

Yep I will - thanks for your help - I think they have an online chat so that might be the way to go ...