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Instructions to follow in case of damage, loss, tampering, theft

Follow these instructions:

  • Click on the contact us button to communicate with our Customer Support Department.
  • Always include the reference number, which is an alphanumeric number that starts with  GB2019EBAY000 + 7 characters.
  • We will request you the information you need provide in order to begin the investigation.
  • If the complaint is accepted we will give you access to the online claim form.
  • Customer service will review the documents provided and inform you about the outcome of the complaint as soon as possible.

DAMAGE

  • In case of damage you need to contact us no later than 7 calendar days from the delivery date.

📑PURCHASE INVOICE, SALES RECEIPT, VALUE DECLARATION 

  • It is always mandatory to present the Purchase Invoice for the goods whose a date is less than 60 days from the date of dispatch (receipt or tax invoice) or the Sales Receipt (for example, Paypal receipt, copy of the buyer's bank transfer, price list of the goods sent or the material used to produce it in the case of handicrafts) or in  case of absence of invoice/sales receipt a  declaration of value (to be authenticated by attaching an ID or passport) that you can fill out directly online in the Packlink Claim Form.
  • In the case of personal effects or goods without sales receipts you will need to attach a Proof of Value, as specified in the Packlink Help Portal under "Insurance - Proof of Value of Goods".

📸PICTURES OF THE DAMAGE
In case of damage the claim form will request you to attach 3 pictures of the parcel with the following specs:

  1. Photos of the damaged goods and not just a single detail.
  2. Photo of the delivered goods packed in the respective inner packaging that protected the contents during transport.
  3. Photo of the complete package as delivered on delivery so that the package is visible in its entirety and with the 'label of the courier visible.

📦KEEP THE PACKAGING USED FOR THE SHIPMENT 

In cases of damage and/or tampering, the packaging and the goods must always be kept. On certain occasions, the carrier or the insurance company may ask you for more photographs of both the package and the goods after the start of the investigation, or send an expert on site.

LOSS

  • If within 28 calendar days from the dispatch date you do not receive any updated news about your order via online tracking, you will need to contact Packlink customer service to open an investigation with the courier.
  • The carrier response time is generally a maximum of 30 working days from the opening of the claim.
  • If the package is found within 30 days of the claim, it will be returned to the sender. In this case, the delivery procedure follows its normal course (delivery of the package or notice of passage, etc..).
  • If the package cannot be located more than 30 days after the opening of the investigation, a claim for compensation for loss must be opened.
  • NB: If, within 28 working from the dispatch date, you have not contacted Packlink customer service to initiate the search procedure, the carrier will not consider any loss settlement procedure.

📑PURCHASE INVOICE, SALES RECEIPT, VALUE DECLARATION

  • It is always mandatory to present the Purchase Invoice for the goods whose a date is less than 60 days from the date of dispatch (receipt or tax invoice) or the Sales Receipt (for example, Paypal receipt, copy of the buyer's bank transfer, price list of the goods sent or the material used to produce it in the case of handicrafts) or in  case of absence of invoice/sales receipt a  declaration of value (to be authenticated by attaching an ID or passport) that you can fill out directly online in the Packlink Claim Form.
  • In the case of personal effects or goods without sales receipts you will need to attach a Proof of Value, as specified in the Packlink Help Portal under "Insurance - Proof of Value of Goods".

The initiation of a complaint procedure will be confirmed to you by Packlink Customer Service after the investigation has been completed and the conditions have been verified. Our Customer Support Service will provide you with all the information you need to initiate your complaint appropriately.

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