Requirements for loss/damage/faulty claim - reasonable requests for proof

xaerocool

Oh sorry...also just to be clear....(or rather for completeness). 

I don't find any of this unreasonable....that is why i provided it all on the signed affidavit....i find it unreasonable that after providing it all they request it again. I think the consignee phone number is unreasonable because if the consignee decides they don't want to give you the number you are left out in the cold as you can't comply. Ebay share's only the name and shipping address. 

-Shippers name, contact number and e-mail address.
-The consignees contact name and telephone number.
-Packaging type.
-Value of the goods.
-Merchandise description including any reference/part numbers.

MalMonroe

xaerocool said:

Dear MSE Community, 

I have a question and apologies if it has been posted, happy for a link to be sent and i'll read up, but search engines and searching the forum here didn't help me yet. Although this is linked to Ebay it's not ebay specific so wasn't sure where to post. 

I would like to know what a reasonable request is for proof for a company to ask for proof? Can they ask you that they will only fulfil your claim if you send them a video of you standing on one leg, while balancing a plate on your head and recite the entire volume of the Britannica series from 1976?

So for context, I sold something through Ebay, i come from a customer service background so although i'm just a casual seller I always do what i can to help buyers and try to keep everyone happy. The shipping was purchased through Ebay's site which uses Packlink which then used UPS. The item was delivered but to the wrong address, in the wrong city. I spoke to UPS directly and they have acknowledge the mistake and are themselves very puzzled but cannot retrieve the item from the wrong address so told me to file a claim and it should all be very straight forward. Now my understanding on rights is (which is probably wrong) that this is now between the buyer and the courier company because the item is "delivered" but as i mentioned i try to help where I can. So i started the claim with Packlink who have all the tracking information and proof of the item and details from Ebay. However they require a signed affidavit with a paper signature...this affidavit contains all the details of the item, description, cost, EBay item number etc. I also attached all the tracking information which shows the delivered address as wrong and i attached all the Ebay order details as a print out directly from EBay. 

So here we have a situation where the courier admits fault, i've provided all the information formally to Packlink even though they already have it but they write back to me and ask me for 

-Shippers name, contact number and e-mail address.
-The consignees contact name and telephone number.
-Packaging type.
-Value of the goods.
-Merchandise description including any reference/part numbers.

Everything that has already been provided as part of the Affidavit (less the consignee's phone number because I do not have it, it's not required as part of Ebay's process). 

The part that is the most concerning is that Packlink refuses to give me a refund for the £80 which was fully insured without a scan of my passport or driving license. In an age where fraud and identity theft is rife why would i need to send a government issued ID to a company that doesn't even have their office address on their website? Is there a limit on who can request government ID from you? 

This all seems like a veiled attempt to get out of payments on legitimate claims, if you create enough hoops for people to jump through then maybe some will falter or give up and you don't have to make the claim.

As I've found on the forum's here and from the rest of the tinternet - Ebay wash their hands of this and distance themselves from their appointed Packlink and any liability so no help there. 

Hoping that someone can help me here as i'm really uncomfortable sharing my ID with an organisation that operates like this but also just so i can avoid this scenario with any vendor i use in the future. Why doesn't Next or Marks and Spencer require ID when returning damaged or faulty goods or create other hoops for people to jump through. The question is not limited to Packlink or Ebay but any return/claim etc. 

Many thanks sorry for the long message, 

G.

 

When you buy or sell anything via eBay and something goes wrong, you should contact eBay. 

I've highlighted the relevant parts of your post above because it's eBay's responsibility to take action, especially as you have used their site to sell something and you have used their courier service.

All you needed to do was report it to eBay and you could have saved yourself a big faff.

There is information in this link - scroll down to "Unable to resolve the buyer's issue? Ask eBay to step in".

https://www.ebay.co.uk/help/selling/managing-returns-refunds/manage-returns-missing-items-refunds-sellers?id=4079&st=3&pos=3&query=Manage returns, missing items, and refunds for sellers&intent=parcel gone missing&lucenceai=lucenceai&docId=HELP1111

DO please now ask eBay to step in, that is what they are there for. 

Ms_Chocaholic

xaerocool said:
P.S you don't have access to pertinent information like DOB, address and full legal name when you look at someone's credit card in a store.  

Your name could be printed on the card in full (if you don't have a middle name), DOB is easy to find out if someone uses FB, Happy 21st/30th/40th/50th Birthday and your address is even easier to find - just putting a different perspective out there.

Undervalued

xaerocool said:

Thanks all, I have no choice but to follow the requirements although this became a fascinating discussion. 

The refund would be going to the same location the funds are coming from so logically unless the refund was directly elsewhere why would the identity need verifying taking into account the courier company acknowledges they lost the package "unique reference ID" and their own information clearly confirms with no doubt what so ever that the package was delivered to the wrong city...

Given that in simple English words where is the room for reasonable doubt? 

It's as simple as the_lunatic_in_my_head' has put it, it's a hope that some people would be (justifiably) uncomfortable sharing ID containing DOB and address and full legal name (all you need to take out credit in someone's name), in the hope that they don't have to pay. 

However like i said fascinating...and maybe a little scary at times 

P.S you don't have access to pertinent information like DOB, address and full legal name when you look at someone's credit card in a store.  

A shop can choose to ask for this information and decline to sell to anybody who won't provide it. It may also be a condition of any guarantee offered in excess of the buyer's statutory rights. For certain purchases it may be a legal requirement.

theonlywayisup

MalMonroe said:

xaerocool said:

Dear MSE Community, 

I have a question and apologies if it has been posted, happy for a link to be sent and i'll read up, but search engines and searching the forum here didn't help me yet. Although this is linked to Ebay it's not ebay specific so wasn't sure where to post. 

I would like to know what a reasonable request is for proof for a company to ask for proof? Can they ask you that they will only fulfil your claim if you send them a video of you standing on one leg, while balancing a plate on your head and recite the entire volume of the Britannica series from 1976?

So for context, I sold something through Ebay, i come from a customer service background so although i'm just a casual seller I always do what i can to help buyers and try to keep everyone happy. The shipping was purchased through Ebay's site which uses Packlink which then used UPS. The item was delivered but to the wrong address, in the wrong city. I spoke to UPS directly and they have acknowledge the mistake and are themselves very puzzled but cannot retrieve the item from the wrong address so told me to file a claim and it should all be very straight forward. Now my understanding on rights is (which is probably wrong) that this is now between the buyer and the courier company because the item is "delivered" but as i mentioned i try to help where I can. So i started the claim with Packlink who have all the tracking information and proof of the item and details from Ebay. However they require a signed affidavit with a paper signature...this affidavit contains all the details of the item, description, cost, EBay item number etc. I also attached all the tracking information which shows the delivered address as wrong and i attached all the Ebay order details as a print out directly from EBay. 

So here we have a situation where the courier admits fault, i've provided all the information formally to Packlink even though they already have it but they write back to me and ask me for 

-Shippers name, contact number and e-mail address.
-The consignees contact name and telephone number.
-Packaging type.
-Value of the goods.
-Merchandise description including any reference/part numbers.

Everything that has already been provided as part of the Affidavit (less the consignee's phone number because I do not have it, it's not required as part of Ebay's process). 

The part that is the most concerning is that Packlink refuses to give me a refund for the £80 which was fully insured without a scan of my passport or driving license. In an age where fraud and identity theft is rife why would i need to send a government issued ID to a company that doesn't even have their office address on their website? Is there a limit on who can request government ID from you? 

This all seems like a veiled attempt to get out of payments on legitimate claims, if you create enough hoops for people to jump through then maybe some will falter or give up and you don't have to make the claim.

As I've found on the forum's here and from the rest of the tinternet - Ebay wash their hands of this and distance themselves from their appointed Packlink and any liability so no help there. 

Hoping that someone can help me here as i'm really uncomfortable sharing my ID with an organisation that operates like this but also just so i can avoid this scenario with any vendor i use in the future. Why doesn't Next or Marks and Spencer require ID when returning damaged or faulty goods or create other hoops for people to jump through. The question is not limited to Packlink or Ebay but any return/claim etc. 

Many thanks sorry for the long message, 

G.

 

When you buy or sell anything via eBay and something goes wrong, you should contact eBay. 

I've highlighted the relevant parts of your post above because it's eBay's responsibility to take action, especially as you have used their site to sell something and you have used their courier service.

All you needed to do was report it to eBay and you could have saved yourself a big faff.

There is information in this link - scroll down to "Unable to resolve the buyer's issue? Ask eBay to step in".

https://www.ebay.co.uk/help/selling/managing-returns-refunds/manage-returns-missing-items-refunds-sellers?id=4079&st=3&pos=3&query=Manage returns, missing items, and refunds for sellers&intent=parcel gone missing&lucenceai=lucenceai&docId=HELP1111

DO please now ask eBay to step in, that is what they are there for. 

I am not sure you fully understand the dispute process that ebay has and when it should be used. 

Zinger549

theonlywayisup said

I am not sure you fully understand the dispute process that ebay has and when it should be used. 

Don't expect a reply from that user (See their signature). They have a habit of positing "advice".

smashinglynaive

the_lunatic_is_in_my_head said:

smashinglynaive said:

xaerocool said:

Many thanks 'the_lunatic_is_in_my_head" 

correct, I will never use them again....unfortunately this is not my first time having issues with Packlink however the government issued ID seems to be their new hoop and agree on the tactic on hoping people with give up. 

I was just wanted to know if there was a limit to the hoops that could be created. Yes ID is meant to be used but no I wouldn't just hand anyone my ID. Identity theft sucks....you only know if it's happened to you. 

@JJ_Egan

Many thanks, so what is 'reasonable proof' under english Law?

Proving you are who you say you are is reasonable proof.  Do you refuse to hand your ID over in a supermarket, when buying age restricted goods?  Why do you give your card details to anyone?  After all they could use them for fraudent purposes or be hacked.

You need to get off the paranoid train and understand that you shouldn't give your details to just anyone, but you can't not give them anyone either.

A supermarket doesn't require a hard copy of your ID, somebody simply glances at it.

Consumers are heavily protected from card fraud as part of a regulated sector, if they wasn't people wouldn't be so keen to hand over their card details. 

These examples aren't comparative to the OP's situation

user1977 said:

The fact that identity theft exists is precisely why they're asking you to prove that you really are you... 

If the company is so concerned about identify theft shouldn't they be asking for this ID upon booking? Wouldn't it be a bit peculiar not to be concerned when taking money but suddenly concerned now they have to pay out?

Perhaps the OP could send their passport to Packlingk then, that way they get to just glance at it.