Hi,
I was just wondering if I could get a bit of support with my issue.
I sold a phone (Pixel 2) on eBay for £140 + £5 postage.
I bought the label through Packlink, and chose Hermes with FULL insurance coverage.
when my buyer received the package, he claimed that it had been tampered with, and the phone was no longer in the packaging.
I am inclined to believe him, as he has sent me evidence, along with a CCTV video of the delivery driver posting it through his letterbox - which it wouldn't have fit through as I sold the phone boxed with accessories.
I forwarded this to Packlink, but despite paying for full insurance, they denied the claim because I did not post the phone in a box - not even letting Hermes investigate the theft. They said this is a requirement in order to claim Insurance. I did not see this while buying the label, only because I believed their packaging instructions were just advice, and I knew that Hermes themselves did not have this requirement.
I also think it could be argued that I technically did send the phone in a box - the phone box, and I did decide it had adequate packaging on it's own which is why I chose to put it in a jiffy bag. I don't even see how this affects the claim at all - the phone was stolen - not damaged, so it's packaging does not matter.
I haven't been able to get anywhere with Packlink, nor Hermes because they say I should just contact Packlink.
I have read some threads on here, and I think my best bet is to start a claim against Hermes.
I've already written to Hermes threatening I'd start a money claim against them.
The potential problem I see here is that Hermes haven't even been able to investigate the theft, whereas cases I have read on this website have simply had their package lost, which is easy to prove since it goes missing on the tracking.
If anyone could just give any general advice that would be much appreciated.
Thanks