Parcelcompare / Parcel Hero issues with recurring payment subscription

DullGreyGuy

Hopefully the OP clarifies but presumably its the return cost.

Given the items are being exported back to the UK again generally customs fees are then reversed 

Colly21

It is for the same amount yes, and just says 'additional charges'. 

custardy

Colly21 said:

It is for the same amount yes, and just says 'additional charges'. 

so the part you have quoted regarding customs fees may not apply. there are no fees to discuss with you.

" If a Customer or Consignee refuses to pay any Charges relating to customs and duties and taxes (and any Additional Surcharges levied by ParcelCompare in respect thereof) due in respect of a Consignment and as a result, it or a part of it is not delivered, ParcelCompare shall not incur any liability and the Undeliverable Consignment (or relevant part) will only be returned to Customer if those Charges plus return carriage charges are paid by Customer. ParcelCompare will attempt to contact Customer to advise of the Charges and to obtain agreement to pay. If such agreement is forthcoming, Customer shall make payment to ParcelCompare and thereafter the Consignment (or relevant part) will be returned to Customer."


Simply the return carriage fees. Are these part of the agreed terms for undelivered items?

MCM35

Just had a similar experience with ParcelCompare

Paid for item to be delivered - which they said they ‘damaged and discarded’. 
No details of how it got damaged and no conversation before they 'discarded'. presumably now somebodies Christmas present. 
Unbelievably they then (after the item was discarded), made an additional charge (larger than the original cost) to my card without my knowledge or permission for ‘extra handling’ and went on to say the insurance does not cover the item as paint is on their list of prohibited items - it is not…
Absolute garbage, avoid at all costs. 

sheramber

DullGreyGuy said:

born_again said:

DullGreyGuy said:

Then put a chargeback through on the grounds that they broke clause 9.3 which states it needs the customer consent.  Still not a matter for the ICO

Sadly chargeback will not work on that basis. As no chargeback has that criteria.

How is it not a chargeback?

1) Its unauthorised as unlike over sized parcels where you authorise it up front the clause says they will only return it and charge you with your explicit consent which they neither sort nor received

2) The service was not as described, the OP was supposed to be given an option if the recipient didn't pay the customs fees however hasn't. Whilst some may  say its a relatively minor term in the contract its doubled the fees due which is far from minor impact

Can you do a chargeback for a recurring payment transaction?

Alderbank

MCM35 said:

Just had a similar experience with ParcelCompare

Paid for item to be delivered - which they said they ‘damaged and discarded’. 
No details of how it got damaged and no conversation before they 'discarded'. presumably now somebodies Christmas present. 
Unbelievably they then (after the item was discarded), made an additional charge (larger than the original cost) to my card without my knowledge or permission for ‘extra handling’ and went on to say the insurance does not cover the item as paint is on their list of prohibited items - it is not…
Absolute garbage, avoid at all costs. 

Here is a snip from their (extremely long) list of prohibited items:


https://parcelcompare.com/support/prohibited-items

born_again

sheramber said:

DullGreyGuy said:

born_again said:

DullGreyGuy said:

Then put a chargeback through on the grounds that they broke clause 9.3 which states it needs the customer consent.  Still not a matter for the ICO

Sadly chargeback will not work on that basis. As no chargeback has that criteria.

How is it not a chargeback?

1) Its unauthorised as unlike over sized parcels where you authorise it up front the clause says they will only return it and charge you with your explicit consent which they neither sort nor received

2) The service was not as described, the OP was supposed to be given an option if the recipient didn't pay the customs fees however hasn't. Whilst some may  say its a relatively minor term in the contract its doubled the fees due which is far from minor impact

Can you do a chargeback for a recurring payment transaction?

Only if they have already cancelled.

If not them cancel with retailer & call bank & get it cancelled at their end 👍

matiushu

ParcelCompare is still scamming people to this date, 2.5 years later.

I sent a parcel on 13/01/2025 using parcelforce through ParcelCompare at cost of £15.46
On 10/02/2025 I received an invoice for a further £3.78 which they advised was a manual handling surcharge imposed by parcelforce but no evidence was attached that parcelforce had infact charged extra.

My bank advised me they had tried to take the funds from my credit card but were only denied as I had frozen the credit card for another purpose.

I have reported them to Citizens Advice & UK Trading Standards as have never had this practice where money is just taken out of your card account without prior approval. I have also cancelled the card with my bank.

What worries me is that there are reviews online that suggests they continue taking regular payments from accounts !