Just a quick update. Since requesting the address I needed to send my letter before action to I have received two emails. The first email states that tracking states the item was delivered to a letterbox however the address is missing house/street number and that my customer would need to contact Colis Prive if they have not received the item. I was told tracking information has been emailed to my customer. I don't believe this at all, firstly I provided both a street name and apartment letter (they don't have numbers) secondly they don't have contact details for my customer. The tracking on the website has still not had an update since the 11th so I know they are lying. I then received another email from the customer service team to say that they apologise for the inconvenience and if I wish they can open the claim again as I am still disputing the delivery. I have already sent my LBA so I think I will leave contact with the customer service team to a minimum.

I've not had any money refunded via paypal, I had to refund the buyer via paypal therefore I am out of pocket and I'm claiming for my loss. I'm claiming back £21.95 for the postage paid, the original cost of the item and the money I had to refund my buyer via paypal. I should also be adding over 10 hours of my time which has been spent chasing this item via parcel2go chat, emails and internet research but I'm not.

Thank you all for your help. I'm posting my letter today and will be claiming for the postage fees back, the original cost of my item and the amount I have had to refund via paypal. I have enclosed copies of proof of purchase and screen shots of tracking to show it hasn't been updated since the 11th. The person I sent to still hasn't received anything so unless they can show me solid evidence that she signed for it I will not back down over this.

Thank you, I am drafting my letter before action today.

I sold a baby carrier to someone in France and purchased delivery via packetport through Parcel2go. I paid extra for insurance to cover the cost of the item £130. The parcel was collected on 7/5/15 and I was quoted delivery should take 5-10 working days meaning it should have arrived by 21/5/15. Alarm bells started ringing when a Hermes driver came to collect the parcel but as tracking seemed to be updated I wasn't too worried. The buyer jumped the gun a little and started a paypal claim for non receipt on the 11th as the tracking information was confusing to her. I wasn't too worried as I assumed tracking would continue and had been told by paypal as the tracking was showing the item was still in transit they would not complete the claim. The tracking hasn't changed since the 11/5/15. I have been in contact with Parcel2go daily and each time have been told different things. I was originally told the item arrived in France on the 14/5/15 and they were waiting for details from the courier. On the 20/5/15 I was provided with a tracking number for La Poste which didn't work On the 21/5/15 I was told to open a claim which I did. On the 22nd the claim was rejected as the parcel had supposedly been located. I contacted p2g immediately as the buyer still hadn't received anything, tracking had not been updated and to top everything off paypal refunded the buyer. I sent a letter of complaint in to p2g, I'm still waiting for a response and took to social media. The p2g twitter team said they would look into it and get back to me. On the 23/5/15 I contacted the twitter team again for an update, they said the courier had delivered to a mailbox and asked me to confirm the address. On the 27/5/15 I was told p2g were still waiting for an update and I would be contacted. Today is the 29/5/15 I contacted the twitter team yet again and was told they delivered to number 1. I advised there wasn't a house number so why was it delivered to number 1? I've now been told they will get back in touch with the courier. I am out of pocket as I have had to refund the buyer as she won her paypal claim and I no longer have my item. P2g don't seem to be interested in helping me, the service I paid for via packetport was sent via a different courier, I have been lied to and promised management call back on 5 occasions which didn't materialise and I would like to reclaim my money. Will I have a case with the small claims court?