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Item sold on ebay item sent via Packlink / Hermes Tampered/empty box **Settled**

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Hi hope you can help


i sold a couple of hard drives in single auctions via ebay value £48, booked delivery via ebays packlink sent hermes, 


within an hour of it being delivered i got the following message from the buyer. Parcel arrived but is empty. I have not opened it but I can tell there is no hard drive in there, it is light as a feather. Do you want me to open the box before I request refund?


I have spoken to ebay and nothing i can really do about it so he has opened a return i made him send me the following statement as i will be taking action.


(his name and address.)
The parcel you sent me is I think empty or does not contain a hard drive. It only weight just over 100 grammes do cannot contain a hard drive, which was expected. For this reason I am processing a refund.


i filed with packlink yesterday lots of emails back and forth their reply.


With this email we confirm to have opened a formal investigation for tampering/missing content/theft. With the data you provided to us, the carrier will open an investigation and confirm the outcome to us.

Take into account that this type investigation requires the coordination of different participants involved (driver, depot, warehouse, carrier's local offices), so it might be necessary to wait for a response from the different parties involved, before being able to provide you with an answer.


Now having read various accounts of packlink i do not hold out much luck of anything positive coming from it what next steps should i take is this worth pursuing what should i do next.


Thank you for taking the time to read i also attach a photo he sent me.



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Don't worry, I expect that you will get your money back with our help.

Please start doing some solid reading of the Hermes stories on the sub- forum – at least a dozen of them and you will start to understand the principles.

Monitor this thread for a fuller reply later

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I hope you are reading the Hermes stories on the sub- forum. It is very important that you understand the principles.


Was the value of the items properly declared? And did you take out their insurance?

If you have to sue someone then it will be Hermes because Packlink are in Spain. Read the Hermes stories here to understand the basis on which you will be suing Hermes.

We've had two or three people who have made their claims to Packlink and amazingly they have actually been paid without having to resort to litigation. So for this reason, continue your complaint/claim with Packlink until they knock you back – but don't wait more than about 10 days.

At the same time, put in a complaint/claim with Hermes. Ask for your money back but don't set any deadlines but once again let us know what has happened by about 10 days.

That will give you lots of time to do the reading that I have suggested. Don't forget this is a self-help forum and you will be much better placed and more confident if you understand the steps for yourself rather than us having to spoonfeed you will stop

However we will help all the way. We help you draft the necessary claim papers and stick with you to the end.

So make the complaints. Do the reading. Come back here in 10 days

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You haven't addressed the questions as to whether the correct values declared or whether you took out their insurance. Any reason for that?

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And the value was correctly declared?

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when i booked it through ebay it gave me a price for standard insurance cover but there was another check box to pay the extra to cover the full amount which is the one i picked.

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Okay. The insurance was unnecessary. Do the reading to understand why

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I will do  i have been trying to find some way of filing with hermes direct all morning, its an automated contact us, when i get through to report issues it tells me to contact packlink, i will phone them this  morning.


I have been trying to contact them, their online system asks for tracking and postcode then tells me to contact packlink and their phone,  i tried telling them the tracking number but it says its invalid tracking number


ive tried a couple of email addresses i have found online all bounce back


this is painful.

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Had a reply from hermes


Dear Andrew,
Parcel – Number 
Thank you for contacting our CEO, Martijn De Lange. My name is Naman and Martijn has personally asked me to investigate this matter on his behalf.
We’re 100% dedicated to ensuring every parcel arrives safely, but unfortunately on this occasion the courier has not met the standard of delivery we expect from them. 
I am sincerely sorry your customer has received an empty box instead of the items you posted through us. You have been advised to claim via packlink and us which is incorrected.
I understand this can be quite frustrating and if I were in your shoes, I would feel the same way. I have shared details with your local delivery team, to address this as an urgent issue and prevent it happening again. The courier will be placed under review to ensure all deliveries are made to a professional standard moving forward.
I can see that your parcel was booked through Packlink who use our network to send their parcels through, but they are an independent company and your enquiry will need to go directly to them, so they can discuss the options available to you for your parcel.
If you need anything in the future, please contact your Hermes Customer Service Team and we’ll be happy to help.
Kind Regards,
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No surprises.

Draft a letter of claim and post it up here.


Check back for a reply tomorrow



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yes read the existing hermes threads here already... 100's of them..

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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Hi i have just had the following from packlink.



🗂 TAMPERING :Investigation complete hermes_uk,



After completing the investigation with the carrier the shipment has been confirmed as subject to tampering. I am writing to let you know that the dossier has been transferred to the Claims department for the final evaluation.


  • CARRIER NAME: hermes_uk
  • CLAIM STATUS: Investigation complete/Transferred to claims department

What happens now, when I will receive the compensation?

The Claim Department will now analyse the documents and evidence provided and give you an answer as soon as possible. From this communication we aim to settle to your claim within 30 days.

In Packlink we do everything we can to resolve all the claims with the insurance company and/or the carrier as quickly as possible. However, keep in mind we need to contact the carrier to verify the liability for the incident, and to report the outcome and/or respective liquidation of the case.

Do I need to provide additional documentation?

If you have submitted all the documentation correctly though the claim form, no further action are required. All relevant updates will be provided though this email thread.

If the documentation you attached to the claim form is incomplete or incorrect the claims department will reach out to require additional documentation to process your claim, below there is a reminder of the mandatory information needed to process a claim.


In order to handle the claim, it is necessary to include in the claim form online:


 eBay Sale Record: Go to your paid and dispatched item, then sales record and attach a screenshot of the sale record, in which the sale price and buyer's name are visible.


 PayPal Transaction Confirmation: If your item was paid through PayPal, attach a screenshot of the PayPal transaction, in which the sale price and the buyer's name are visible.





In case of damage or tampering, the Claim Form will instruct you to attach 4 photographs of the package and the goods with the following characteristics:


  1. Photograph of the damaged goods and not just a single close up.
  2. Photograph of the goods as it arrived packaged in its respective internal packaging that protected it during transport.
  3. Photograph of the entire package as it arrived on delivery so that the package can be seen in its entirety and with the carrier’s label visible


 Since you have to attach the documentation to the Claim Form, we recommend you prepare this type of documentation beforehand so that you can fill in the online claim faster.



In cases of damage and/or tampering, the packaging and the goods must always be kept in case of possible expert examination until the acceptance and/or resolution of the case. On certain occasions, the carrier, claims office or the insurance company may request more photographs either the package or the goods after the investigation has started, or an onsite examination.



It is possible to open a claim case for tampering within thirty (30) calendar days from the dispatch date of the shipment.


Claims Specialist
eBay Delivery powered by Packlink

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Okay well that's a fairly positive step.

You could tell them that their 30 day timescale is too long – but frankly if you bring a court action then it will take much longer and it may get a bit more complicated than if they put their hands up and pay you out by the end of 30 days.

It's from be a question of giving them the information they need and then waiting until their 30 days have expired.

In order not to waste any time, I would suggest that you send a letter of claim to Hermes – copy it to Packlink – and make it clear that if you get your money by the 30 day deadline which is beset by Packlink themselves, that you will issue proceedings on day 31 against Hermes.

If this course of action appears to you then draft the letter of claim and post it here and of course cooperate with Packlink and provide them with the information that they require

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Hi i sent a letter of action to both hermes and packlink yesterday i was going to up date it as morning but have just had the following email they have got postage amount wrong as with insurance it cost another £2 im not going to lose sleep over that here is there reply.




The compensation claim for loss of the shipment order number in favour of name has been accepted.


Goods Compensation £48 PayPal
Postage cost refund £3.20+VAT Same payment used to pay the label

The compensation will be paid to the account you have indicated in your claim form as below.

Account PayPal my email address
Postage cost refund (credit card or PayPal) We will be using the same payment method used to pay for the label

With this settlement letter, all future legal obligations against us are satisfied.

The customer shall be deemed to notify to PACKLINK SHIPPING, S.L. if proceeds, the fact that lost shipment has been located and to refund the compensation paid by PACKLINK SHIPPING, S.L. In the event of such a breach, PACKLINK reserves the right to take legal proceedings against you, in order to recover the above concepts.
Thanks for the cooperation.

❓When am I receiving the compensation?

Goods compensation amount will be paid via PayPal on 03-08-2021. The postage cost refund has been issued today 29-07-2021 on the same payment method used to pay for the label.

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Great. It looks as if it sorted.

Well done. I'm glad you didn't have to start litigating – although it would have been a good learning experience!

Thanks for updating us

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  • BankFodder changed the title to Item sold on ebay item sent via Packlink / Hermes Tampered/empty box **Settled**

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