Parcel Compare Failed International Delivery won't refund and want me to pay return

[Deleted User]
[Deleted User] Posts: 0 Newbie
First Post
in Consumer rights
Hi MSE-er's

I sent an old laptop to my Italian in-laws in Italy.  I bought next day delivery from Parcel Compare for £38.  They are a 'broker' I guess and the parcel was actually collected and shipped via TNT.  TNT collected the parcel on August 5th.  It arrived in Venice, the nearsest TNT depot to the final destination, on the 6th and then strangely went in and out of customs for around two weeks.  Watching the tracking data it never left the deport for delivery to the in-laws address.  After being kicked around the depot for a couple of weeks it has been returned to sender, me, here in the UK but is yet to arrive.

My issue is that Parcel Compare won't refund me for the failed and unattempted delivery and to add insult to injury they want to charge me for the return delivery from Italy.

I paid for the service via Paypal and have asked them for the payment to be refunded as a chargeback as its less than £100 but they refused.  My bank who the payment actually went through via Paypal say talk to Paypal.

What do I do?  I am probably going to be £100 out of pocket and a laptop missing.

Thanks

Daren

Comments

  • Caz3121
    Caz3121 Posts: 15,793 Forumite
    Part of the Furniture 10,000 Posts Name Dropper
    darenfr said:
     I am probably going to be £100 out of pocket and a laptop missing.

    do you mean £38?
    did you complete all the required customs forms? did your in-laws receive any request for payment to release it from customs? (it sounds like the issue was around customs)
  • [Deleted User]
    [Deleted User] Posts: 0 Newbie
    First Post
    I do mean £38 but plus whatever its going to cost me to have the item returned to me.  I completed all the required forms online and they went with the parcel.
    My Father in-law even called the depot in Venice and they acknowledged they had the parcel but never mentioned that there was any customs issue
  • [Deleted User]
    [Deleted User] Posts: 0 Newbie
    First Post
    The tracking record from TNT website...


    Local timeLocationAction
    23/08/2021, 19:36MarconShipment arrived at TNT location
    20/08/2021, 09:45MarconShipment returned to origin. Follow-up actions underway
    20/08/2021, 08:15MarconShipment awaiting physical release - customs controlled area
    20/08/2021, 07:38BolognaShipment returned to origin. Follow-up actions underway
    19/08/2021, 18:51MarconShipment arrived at TNT location
    19/08/2021, 08:21MarconShipment awaiting physical release - customs controlled area
    18/08/2021, 19:39MarconShipment arrived at TNT location
    18/08/2021, 07:11MarconShipment awaiting physical release - customs controlled area
    17/08/2021, 19:40MarconShipment arrived at TNT location
    17/08/2021, 06:59MarconShipment awaiting physical release - customs controlled area
    16/08/2021, 20:01MarconShipment arrived at TNT location
    13/08/2021, 08:41MarconShipment awaiting physical release - customs controlled area
    13/08/2021, 06:35MarconShipment awaiting physical release - customs controlled area
    12/08/2021, 19:06MarconShipment arrived at TNT location
    12/08/2021, 09:02Awaiting customs clearance instructions/information. We've contacted the receiver to get them.
    12/08/2021, 07:37MarconShipment awaiting physical release - customs controlled area
    11/08/2021, 19:26MarconShipment arrived at TNT location
    11/08/2021, 09:14MarconShipment awaiting physical release - customs controlled area
    10/08/2021, 19:07MarconShipment arrived at TNT location
    10/08/2021, 11:11Shipment delayed in transit Recovery actions underway
    10/08/2021, 10:05MarconShipment awaiting physical release - customs controlled area
    09/08/2021, 19:15MarconShipment arrived at TNT location
    06/08/2021, 19:35MarconShipment awaiting physical release - customs controlled area
    06/08/2021, 19:24MarconShipment arrived at TNT location
    06/08/2021, 08:39MarconShipment awaiting physical release - customs controlled area
    06/08/2021, 07:02MarconShipment arrived at connection point
    06/08/2021, 07:02MarconShipment in transit
    06/08/2021, 03:41Grace-HollogneShipment in transit
    06/08/2021, 01:52Grace-HollogneShipment being processed at TNT location.
    06/08/2021, 01:46Grace-HollogneShipment now at the depot nearest to collection address
    06/08/2021, 01:11Pre-arrival customs clearance process started.
    05/08/2021, 22:25Stansted AirportShipment in transit
    05/08/2021, 20:58StanstedShipment in transit
    05/08/2021, 20:58StanstedShipment arrived at connection point
    05/08/2021, 19:39AylesfordShipment in transit
    05/08/2021, 18:58AylesfordShipment now at the depot nearest to collection address
    05/08/2021, 17:59AylesfordShipment in transit
    05/08/2021, 17:58AylesfordShipment in transit
    05/08/2021, 14:09AylesfordShipment collected from collection address
  • visidigi
    visidigi Posts: 6,546 Forumite
    Part of the Furniture 1,000 Posts Name Dropper
    edited 6 January at 2:37PM
    [Deleted User] said:
    The tracking record from TNT website...


    Local timeLocationAction
    23/08/2021, 19:36MarconShipment arrived at TNT location
    20/08/2021, 09:45MarconShipment returned to origin. Follow-up actions underway
    20/08/2021, 08:15MarconShipment awaiting physical release - customs controlled area
    20/08/2021, 07:38BolognaShipment returned to origin. Follow-up actions underway
    19/08/2021, 18:51MarconShipment arrived at TNT location
    19/08/2021, 08:21MarconShipment awaiting physical release - customs controlled area
    18/08/2021, 19:39MarconShipment arrived at TNT location
    18/08/2021, 07:11MarconShipment awaiting physical release - customs controlled area
    17/08/2021, 19:40MarconShipment arrived at TNT location
    17/08/2021, 06:59MarconShipment awaiting physical release - customs controlled area
    16/08/2021, 20:01MarconShipment arrived at TNT location
    13/08/2021, 08:41MarconShipment awaiting physical release - customs controlled area
    13/08/2021, 06:35MarconShipment awaiting physical release - customs controlled area
    12/08/2021, 19:06MarconShipment arrived at TNT location
    12/08/2021, 09:02Awaiting customs clearance instructions/information. We've contacted the receiver to get them.
    12/08/2021, 07:37MarconShipment awaiting physical release - customs controlled area
    11/08/2021, 19:26MarconShipment arrived at TNT location
    11/08/2021, 09:14MarconShipment awaiting physical release - customs controlled area
    10/08/2021, 19:07MarconShipment arrived at TNT location
    10/08/2021, 11:11Shipment delayed in transit Recovery actions underway
    10/08/2021, 10:05MarconShipment awaiting physical release - customs controlled area
    09/08/2021, 19:15MarconShipment arrived at TNT location
    06/08/2021, 19:35MarconShipment awaiting physical release - customs controlled area
    06/08/2021, 19:24MarconShipment arrived at TNT location
    06/08/2021, 08:39MarconShipment awaiting physical release - customs controlled area
    06/08/2021, 07:02MarconShipment arrived at connection point
    06/08/2021, 07:02MarconShipment in transit
    06/08/2021, 03:41Grace-HollogneShipment in transit
    06/08/2021, 01:52Grace-HollogneShipment being processed at TNT location.
    06/08/2021, 01:46Grace-HollogneShipment now at the depot nearest to collection address
    06/08/2021, 01:11Pre-arrival customs clearance process started.
    05/08/2021, 22:25Stansted AirportShipment in transit
    05/08/2021, 20:58StanstedShipment in transit
    05/08/2021, 20:58StanstedShipment arrived at connection point
    05/08/2021, 19:39AylesfordShipment in transit
    05/08/2021, 18:58AylesfordShipment now at the depot nearest to collection address
    05/08/2021, 17:59AylesfordShipment in transit
    05/08/2021, 17:58AylesfordShipment in transit
    05/08/2021, 14:09AylesfordShipment collected from collection address

    12/08/2021, 09:02Awaiting customs clearance instructions/information. We've contacted the receiver to get them.

    So what did your recipient do? It looks like its coming back to you because the customs period for clearance expired (they cannot hold the package for clearance indefinitely) so the recipient would have been asked for information they failed to provide.

    The broker you used has terms to cover returns. The courier didn't fail to deliver. The information provided to them didn't allow for clearance and delivery. An 'old' laptop would have been liable to taxes/duties since Brexit.
  • MoneySavingNovice
    MoneySavingNovice Posts: 435 Forumite
    Part of the Furniture 100 Posts Name Dropper Photogenic
    Did you provide the appropriate, customs,  both export, and import declarations, and pay the import fees?

    It appears from the evidence you provided that you didn't therefore TNT is correct with their actions and has correctly instigated a return,  which according to basically every set of T&C's would be at your cost and liability.

    So what should you do.   Pay the fee to get your laptop back.   Basically, this is your mistake and not that of the transport company.

    Sorry I realize that is not what you wanted to hear,  but welcome to Brexit Britain where basically everything connected with the EU is now more costly, complicated, and risky than it was before.


  • born_again
    born_again Posts: 19,436 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    edited 6 January at 2:37PM
    [Deleted User] said:

    I paid for the service via Paypal and have asked them for the payment to be refunded as a chargeback as its less than £100 but they refused.  My bank who the payment actually went through via Paypal say talk to Paypal.

    What do I do?  I am probably going to be £100 out of pocket and a laptop missing.

    Thanks

    Daren

    There is not minimum limit on chargebacks.
    When you say that you pay PayPal via the bank. Is that via your debit card or via Direct Debit?

    PayPal have their own dispute process.


    Life in the slow lane
  • [Deleted User]
    [Deleted User] Posts: 0 Newbie
    First Post
    I paid with my debit card through PayPal.
  • born_again
    born_again Posts: 19,436 Forumite
    10,000 Posts Fifth Anniversary Name Dropper
    edited 6 January at 2:37PM
    [Deleted User] said:
    I paid with my debit card through PayPal.
    Thanks.
    I can see why the bank told you to go to PayPal. 
    As any Chargeback would fail. Due to the service being provided. The item was sent to Italy. The fact it is now lost somewhere is not a reason for a chargeback.

    Did you have any insurance on the package? As that would be the best way to get anything back.
    Life in the slow lane
  • Thrugelmir
    Thrugelmir Posts: 89,546 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    edited 15 September 2021 at 2:55PM
    MoneySavingNovice said:


    Sorry I realize that is not what you wanted to hear,  but welcome to Brexit Britain where basically everything connected with the EU is now more costly, complicated, and risky than it was before.


    Shipped items globally over many years never had an issue.  Though Italy is somewhat renowned for issues with it's postal service and  a country many declined to ship to. 
  • Thrugelmir
    Thrugelmir Posts: 89,546 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    edited 6 January at 2:37PM
    [Deleted User] said:
    I do mean £38 but plus whatever its going to cost me to have the item returned to me.  I completed all the required forms online and they went with the parcel.
    My Father in-law even called the depot in Venice and they acknowledged they had the parcel but never mentioned that there was any customs issue
    What value did you declare the laptop as having? 
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