Compensation claim vs Packlink/Evri

StevenB12

Hey everyone, 

So will try to keep it short. 

Sold a high value item on Ebay (£900) this was for a football card encased in a plastic cover, with protective paper, inside a box, inside another box, and taped up. 

The buyer wanted Evri as his courier. The label was purchased through Ebay via Packlink. Item was sent, made its way through the Evri network, got to Tuesday this week, out for delivery, got to delivery time and the update was unable to deliver - damaged. The GPS of Evri driver was outside of the buyers house at the time. 

Unable to contact Evri properly as all automated. Spoke to Packlink who advised eventually on Wednesday that the item was at the Evri depot being inspected. I had asked for a re delivery attempt or to be sent back to me if damaged. 

No updates, no movement. The buyer of the item went to the depot as he is close by and he was told that the item was heavily damaged and has been disposed of, yet Packlink update today has said they are still investigating and will attempt re delivery or send to me. 

What is going on here? I find it very hard to suspect that it has been damaged to the extent of disposal, it would have to be damage with intent. Also suspicious that the driver accepted the parcel from  the depot, and didn't report the damage until he was outside of the person's house (this was a car delivering and not a van, so I cant imagine it was a massive amount of parcels to not notice)

Also there is zero photos! No photos from the driver, and they couldn't show the buyer any damage at the depot. 

Where would I stand with seeking the full amount on this? Ive never known anything like it. 

Aylesbury_Duck

What insurance did you take out?

If you didn't take out insurance, I believe Evri's cover is capped at £20.

StevenB12

Aylesbury_Duck said:

What insurance did you take out?

If you didn't take out insurance, I believe Evri's cover is capped at £20.

Evri wont cover it as Packlink are the broker and its got to go through them. 

Basic insurance, however due to the circumstances they will look beyond this as no photos of damage, no updates as such and they didn't attempt a redeliver as stated by Evri policy, 3 redelivery attempts even if damaged. 

Aylesbury_Duck

Hopefully Packlink will investigate and it'll turn up.  As for getting the full value, did you declare the value and decline the option of insurance, or was the value undeclared?

Ultimately you could sue them, but I don't know what your chance of success would be.

StevenB12

Aylesbury_Duck said:

Hopefully Packlink will investigate and it'll turn up.  As for getting the full value, did you declare the value and decline the option of insurance, or was the value undeclared?

Ultimately you could sue them, but I don't know what your chance of success would be.

Hopefully. Last update said it may come back to me if to damaged. And I requested this 2 days ago so should have been enough time to arrange. 

The value was declared so they are aware of it, the buyer didn't want insurance cover which has ultimately effected me, but again, strange circumstances for them to overlook. 

swingaloo

The insurance cover is for your benefit not the buyers. The buyer doesnt need to insure the item.

Aylesbury_Duck

StevenB12 said:

Aylesbury_Duck said:

Hopefully Packlink will investigate and it'll turn up.  As for getting the full value, did you declare the value and decline the option of insurance, or was the value undeclared?

Ultimately you could sue them, but I don't know what your chance of success would be.

Hopefully. Last update said it may come back to me if to damaged. And I requested this 2 days ago so should have been enough time to arrange. 

The value was declared so they are aware of it, the buyer didn't want insurance cover which has ultimately effected me, but again, strange circumstances for them to overlook. 

The trouble is that the item is your responsibility until it arrives in the safe possession of the recipient, so if it is lost or damaged in transit, it's you that carries the total risk.  You shouldn't have given the buyer the choice to insure it.  It makes no difference to him.  He can lawfully claim a full refund of the item price and postage from you.

Okell

@StevenB12 -  Read this MSE guide: Parcel protection insurance | MSE

 Also read the two court judgments discussed in this thread:  Couriers, lost parcels and unfair terms — MoneySavingExpert Forum

DullGreyGuy

StevenB12 said:
they didn't attempt a redeliver as stated by Evri policy, 3 redelivery attempts even if damaged. 

Sounds like the buyer rejected the goods as damaged and so certainly wouldnt expect any further delivery attempts, to make further attempts would be exceptionally disingenuous at a minimum.