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    • i'm gonna get a 2nd opinion on this and how you should re-order the above.   i really do think that you need to now clearly portray that the supposed belief that a payment was made you've now realised as a false flag.   the main thrust of your defence should be paperwork issues and how important those are to their successful case. then the  charges issue 
    • is it entitled letter of claim?   dx  
    • Hi could you clarify as it is still unclear about AX as to how they contacted you.   How did AX contact you? (phone, email etc)   How long was it after the accident that AX contacted you?   When AX informed you that you had nothing to pay as this would be paid by the insurance company did you contact your insurance company to verify this before agreeing to AX T&C for the courtesy car?      
    • Hi,   I have received a letter from pra group for a loan from 2013. I have never paid anything towards this loan and it’s no longer on my credit file. What do I do? 
    • Hi  I sold two graphics card to customers on eBay, i used the pacelink to create postage and drop off both items at the same parcel shop, my both parcel were tempered and both of different customer said they received the puppy training pads instead of graphics cards. I use the default insurance on both £25 each.   When i raised the claim to pacelink Hermes admitted for one the parcel that it was damaged, pacelink has issued me £25 which i told them i am not accepting but they still transferred the compensation into my account.   Both of items sold for £780 and £790 respectively. I had to refund both customer, in total it cost me £780+£789.   I want to claim my money back because my both parcels were tempered because i used clear tape when I packed the parcels and when customer received it it was packed with brown tape, in addition to that both customers received puppy training pads of same colour.   I have all the photo avoidance provided by the customers. Conveniently whenever i used royal mail customer received the items perfectly and this time i used Hermes through pacelink and both customer did not received the items.   I have 100% feedback on eBay and sold 5 graphics card in which two were lost through Hermes.    I did recording of both items when doing the packaging. when can been seen at the following urls.           I know the process that i have to write them a letter which i will sent at the following address. Please help me if you have any sample letter. Please help me if i am missing something   Hermes Parcelnet Ltd,  Capitol House,  1 Capitol Close,  Morley  LS27 0WH
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    • Ebay Packlink and Hermes - destroyed item as it was "damaged". https://www.consumeractiongroup.co.uk/topic/430396-ebay-packlink-and-hermes-destroyed-item-as-it-was-damaged/&do=findComment&comment=5087347
      • 25 replies
    • I sent in the bailiffs to the BBC. They collected £350. It made me smile.
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    • Hi @BankFodder
      Sorry for only updating you now, but after your guidance with submitting the claim it was pretty straight forward and I didn't want to unnecessarily waste your time. Especially with this guide you wrote here, so many thanks for that
      So I issued the claim on day 15 and they requested more time to respond.
      They took until the last day to respond and denied the claim, unsurprisingly saying my contract was with Packlink and not with them.
      I opted for mediation, and it played out very similarly to other people's experiences.
      In the first call I outlined my case, and I referred to the Contracts (Rights of Third Parties) Act 1999 as the reason to why I do in fact have a contract with them. 
      In the second call the mediator came back with an offer of the full amount of the phone and postage £146.93, but not the court costs. I said I was not willing to accept this and the mediator came across as a bit irritated that I would not accept this and said I should be flexible. I insisted that the law was on my side and I was willing to take them to court. The mediator went back to Hermes with what I said.
      In the third call the mediator said that they would offer the full amount. However, he said that Hermes still thought that I should have taken the case against Packlink instead, and that they would try to recover the court costs themselves from Packlink.
      To be fair to them, if Packlink wasn't based in Spain I would've made the claim against them instead. But since they are overseas and the law lets me take action against Hermes directly, it's the best way of trying to recover the money.
      So this is a great win. Thank you so much for your help and all of the resources available on this site. It has helped me so much especially as someone who does not know anything about making money claims.
      Many thanks, stay safe and have a good Christmas!
        • Thanks
    • Hermes and mediation hints. https://www.consumeractiongroup.co.uk/topic/428981-hermes-and-mediation-hints/&do=findComment&comment=5080003
      • 1 reply
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Hi all,


Although I'm not a UK citizen (I'm Dutch) I have done a lot of business through Ebay UK over the past years, mainly offering classic car parts for sale for which the market is better at your end.

All went well, 100% positive feedback, until a few months ago when a buyer claimed no to have received the item I sent off to him.

As I had no reason to doubt his honesty I trried to work out a solution, eventually sending a replacement item.

During the time the matter was pending, I contacted Ebay Holland (a bit easier for me language wise) to discuss who was to foot the bill for the loss.

Like Ebay UK they claim rather loudly on their site that they 'guarantee that the buyer gets him item or his money back'.

The people I mailed at Ebay Holland kept on denying any responsibilty, saying the matter should be solved by reasoning between buyer and seller.

Eventually I gave up as I got the same reply every time, although in different words.

What I want to do now is to contact Ebay UK, preferably someone a bit higher up the tree, and ask what is to be done.

After all, they give guarantees to the buyer, not me, I'm just trying to be helpful to the buyer.

I have tried to contact Ebay through the website, but couldn't find a proper link, I'm just been shoved about between topics that I don't think are relevant.

So, if anyone can help me with an address, email, street or what have you, I will follow this up.

I intent to start of politely, as the matter is new to them, but as said, don't know how to get in touch.




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Let us know how you get on.


Hi Rebel,


Many thanks, that just answers my question.

Will send her an email shortly.





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Sure I will.

I don't consider myself a trouble maker, but I feel I've been brushed aside far too easy by Ebay Holland.

I think Ebay should at least bear some of the burden, the amount involved is just over GBP 100, so I am not arguing over a tenner or so.

Will post more later, as said will start off politely as the person I am going to mail to is not yet familiar with the matter.



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So what happened is that you sent an item and the recipient claimed not to receive it, yes?

Sorry but what do you expect eBay to do? They have no responsibility for that. You would need to claim from whatever courier you used to send the original item.

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That's indeed what happened.

What I want is an answer from Ebay how valuable their claim is that the customer gets his item, or his money back.

That's a guarantee from their side, not mine.

Apart from that, Ebay charges commission, for inserting your item on their site + the final value fee. Fair enough.

However, they also charge commission for the postage costs, that have nothing to do with the value of the sold item. In my view, the latter suggest some kind of cover from Ebay for lost items, too.

These two facts to me are contradictory with the position of Ebay Holland, who claim that's it's just a problem that buyer and seller should solve among them.

Don't know about my chances, but willing to give it a try, as I don't consider my view of things unreasonable.

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  • 2 weeks later...

Have you made a claim against your courier yet?



The liability for the loss of your part is with them.



Go get 'em!



If you do eventually get a response from ebay it will probably simply point you to the relevant part of the user agreement in which you agree with all of Ebay's T&Cs, including the refund for items not received.

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Received a reply a couple of days ago from Ebay on behalf on Ms. Lawler.

No real content, but promise to check and inform me at a later time.

Meanwhile I will contact the postal services over here, and see what they have to say.

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  • 1 month later...

It’s been some time but here’s an update.

Unfortunately the postage services over here couldn’t / wouldn’t offer assistance, as the matter was too far in the past ( I have lost a fair bit of time communicating with Ebay Holland).

I have tried to contact Tanya Lawler, after the second attempt I got a reply from someone who appears to be her deputy, Ellis Stijns.

The answer was polite but a solution was not offered, according to Mrs Stijns it’s up to the buyer and seller to solve this among themselves. In practice this means that the payment made the buyer is blocked on Paypal, the seller can’t withdraw the amount paid.

In my case I sent the buyer a replacement item, which I happened to have (I’m not a trader), and the payment was released again.

It would be more fair if smiling Tony, whom I face on every page of Ebay, would claim that Ebay doesn’t give any guarantees, but the seller is left to clear up the mess.

If I hadn’t sent the replacement item I assume the payment would be refunded to the buyer, as the small parcel was not sent via track and trace.

The advice given by Mrs Stijns was to send all parcels via track and trace, which has two advantages for Ebay: Less chance of items getting lost in the mail (and claims from buyers), and still more profit because they can charge commission over a higher amount of postage.

Disadvange for the buyer would be higher cost (as every seller will count with higher postage which he ultimately wants the buyer to pay) and for the seller less chances of a sale, especially with the relatively low value items I sell, in which case normal postage already doubles or triples the amount the buyer has to pay for the actual item.

I have sent several messages to Ebay UK, and in most cases I had to ask twice before getting a reply. My latest mail dated the 3.rd of June is still unanswered.

Bottom line is probably that all this is legal, and that those who do not agree with the way Ebay handles this should not deal through them.

If anyone has other ideas I’d welcome them, otherwise I’ll just have to consider this matter finished and accept my loss.

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  • 3 weeks later...

Oh but ebay do guarantee the buyer their item or their money back.


What they dont tell you (the seller) is that it is funded by you.


Should a buyer claim that an item has not arrived and delivery can not be proven by on-line trackable means then ebay will, providing they paid via paypal (an ebay owned company) remove the funds from the sellers paypal account, putting it into arrears if funds not available and return the payment to the buyer.


In the case of item not as described, the same applies only it is supposed to be on return of the item although there are many, many cases of returns not being effected yet sellers made to refund.

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  • 2 years later...

The email address is most useful and noted with thanks.


What I need is the current registered address for eBay (UK) Limited,



I tried taking them thru MoneyClaimOnline a couple of years back but they never responded to the court papers served upon them,



I'm presuming that I provided the wrong address,

now I have two cases to serve upon them so if someone can confirm their current registered address.


So far, from Google, I have four different addresses:


eBay (UK) Ltd, Carmelite, 50 Victoria Embankment, Blackfriars, London EC4Y 0DX


Whittaker House, 2 Whittaker Avenue, Richmond, Surrey TW9 1EH


Ebay (UK) Ltd, Hotham House, 1 Heron Square, Richmond, SurreyTW9 1EJ


5 New Street Square, London, EC4A 3TW

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threads 2yrs old

start a NEW THREAD

please don't hit Quote...just type we know what we said earlier..

DCA's view debtors as suckers, marks and mugs

NO DCA has ANY legal powers whatsoever on ANY debt no matter what it's Type

and they

are NOT and can NEVER  be BAILIFFS. even if a debt has been to court..

If everyone stopped blindly paying DCA's Tomorrow, their industry would collapse overnight... 

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Please note that this topic has not had any new posts for the last 1347 days.

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