I paid for the protection on eBay Shipping/Packlink. The package arrives broken. Then I find out the coverage “doesn’t count.” Has this happened to you too? | Questions and answers among users

stockapuntoit · 2026-07-07T09:35:10.024687Z

Hi everyone,I’m writing this post to share an experience that, in my opinion, could be useful to other eBay sellers.I sold a NEFF cooktop on eBay.I purchased the shipment through eBay Shipping powered by Packlink.The system imported the order and allowed me to generate the label.At checkout I was also offered/allowed coverage on the value of the goods, amounting to €399.99.The shipment was then handed over to BRT/Bartolini.The parcel arrived damaged.The buyer documented everything with photos and unboxing video.The product was clearly broken during transport.At that point this happens:the buyer opens a dispute;eBay/the payment institution refunds the buyer;the amount is withheld from me, the seller;I file a Packlink claim;Packlink rejects the claim because the product would fall among excluded/not covered items;eBay tells me I have to deal with Packlink;Packlink tells me it cannot refund.Result: customer refunded, actual carrier not directly involved by me, Packlink does not refund, eBay does not apply seller protection, and all the damage is left to the seller.The part I find serious is this: if the product was not covered or was not eligible for shipping/protection, why did the system allow the label and coverage to be purchased?eBay knew the item category.Packlink receives the order data through integration.The system therefore had details such as category, description, weight, dimensions, value, and type of item.And yet no clear block appeared before payment.The coverage was offered and sold before the damage.The exclusion was communicated only after the damage.In my opinion, this creates a huge problem for sellers: you rely on the eBay/Packlink system, you pay for coverage thinking you are protected, but then you find out that coverage is not valid.At this point I’m wondering:has this happened to other sellers too?shouldn’t eBay/Packlink show a clear alert before purchase?if a category is excluded, why does the system still allow the protection to be purchased?who should go after the actual carrier, Packlink or the seller?why should the seller be left as the only party who suffers the loss?I’m not disputing the refund to the customer: if the customer receives a broken product, it’s right that they be protected.What I’m disputing is the fact that the seller is left completely unprotected after using the shipping system offered by eBay and after purchasing a coverage that, only after the claim, is declared not applicable.I think eBay and Packlink need to improve this process immediately.If a product is not covered, the system must say so before.Not after the damage has happened.Not after the seller has lost money, time, and product.I’d like to know whether other sellers have had similar experiences with eBay Shipping / Packlink / coverages denied after the damage.PS: In this case, does the broken goods stay with the customer or do you also have to pay the costs for having the broken goods collected by the carrier?

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I paid for the protection on eBay Shipping/Packlink. The package arrives broken. Then I find out the coverage “doesn’t count.” Has this happened to you too? | Questions and answers among users | eBay Italy