The buyer did not receive the goods because they were damaged by the courier

Question

The buyer did not receive the item because it was damaged by the courier; the buyer opened a dispute for item not received. What responsibility do I have if the courier does not deliver it (tracking still shows it as out for delivery)? I created the label through Packlink (I opened a case through their customer support service). Through the Packlink service the item is insured; how do I get a refund? It’s absurd that the refund for a damaged parcel is separate from reimbursing the buyer. I had a...

sika700 · Accepted Answer

Until delivery into the recipient’s hands, the sender is responsible for the shipment. So, first of all you need to refund your buyer, then it’s up to you to make a claim with the courier; the recipient should not do it on your behalf! Read the following link for the claim with Packlink: How and when to submit a claim (damage, loss, tampering, theft or signature denial) – Packlink Help Portal Kind regards.