Thanks, I have requested Packlink decline the compensation. It fell on deaf ears and they sent it anyway despite declining more than once .
Regarding the claim, I will be submitting the below explanation, does it look ok?
Regarding the timeline of events, its quote verbose, but trying to include as much detail:
06 June 2020
listed an iMac 27inch computer (2018 version) on ebay
13 June 2020
sold on auction for £1239.56, used PackLink (which passes on value to courier service I assume). Hermes were the only service available for the size and weight . It was next day delivery, and I selected that. I don't recall any option to insure etc. Received email from packlink with label to print out.
15 June 2020
item was collected by Hermes, a receipt for collection was provided
16 June 2020
tracking on hermes site updated to indicate that the item is to be sent to depot (which depot not specified)
17 June 2020
received the message 'We are sorry your parcel has been delayed, we'll have it on the move in the next 24 hours'
20 June 2020
contacted hermes support to get an update, told they will escalate further but requested to contact retailer so they can contact on my behalf. Advised this would be better approach than going to hermes directly
21 June 2020
contacted ebay, who advised to contact packlink to step in, packlink responded with "delays, damage and any type of disruption with your parcels are always imputable to the carrier you have chosen to deliver your parcels". Told I would be eligible for £25 insurance.
22 June 2020
sent email to Packlink to request update
23 June 2020
response from Packlink, responded with "At the moment we have no update on this case. We have requested information from the carrier and we hope to be able to offer you a solution soon."
26 June 2020
contacted Packlink for further information, same response as that received on 21/06/2020. Packlink request further information on the description of the packaging, shape etc. This was provided.
30 June 2020
created a loss claim on Packlink
contacted CEO of hermes to raise a formal complaint expecting reply in 7 days, indicating that item was not sent out with reasonable care and skill, asked for refund of service fee and out of pocket expenses. * create case with hermes, sent complaint to hermes
* ebay opened dispute from buyer that he has not receive the item
01 July 2020
received response from hermes .."We can see that the parcel has not moved in our network since 17th June 2020." and to contact Shipper/Reseller . Responded to say unacceptable and not handled with care.
03 July 2020
told by hermes forwarded to support team and they have a delays due to recent events.
06 July 2020
ebay refunded the buyer. I am now out of pocket
07 July 2020
sent claim letter to hermes, will plan to take to claims court if not refunded out of pocket expenses. expecting response within 14 days.
08 July 2020
sent email to Hermes to ask if further updates
09 July 2020
sent email to hermes and packlink asking for update and if they will arrange for me to get refunded
10 July 2020
Packlink sent email confirming item is lost. Only £25 compensation £ 4.93 + VAT for postage service will be offered since enhanced compensation not bought.
14 July 2020
I declined the insurance claim offer from Packlink citing out of pocket expenses should be
compensated. Packlink respond with we have offered the insured value.Also send email to hermes that I would like out of pocket expenses.
15 July 2020
I declined the insurance offer from Packlink again. Hermes respond with "The reseller has their own policies to follow for these scenarios. This is why you are best speaking directly with them so they can make any further arrangements they feel necessary which may include a replacement or a refund." Respond to hermes with "I have exhausted all options with the retailer and third party, the claims process will only offer £25 compensation"
16 July 2020
Packlink sent payment of £25. + 24.92 + vat despite declination. Email hermes I want out of pocket expenses. Respond with "please contact the reseller as you don't have your item and it is the best way for you to get further assistance."