package arrived damaged, ebay.shipping (or packlink) refuses to open a claim with the couriers | Questions and answers among users

pokerob00144 · 2025-12-16T19:31:39.440000Z

Good evening,is it possible that eBay shifts the blame onto Packlink (even though the site is spedizioni.ebay ) when you open a claim for a damaged item?For the second time, I’ve had a buyer message me saying the item arrived damaged. And from the photos they’re more than right, so to try to accommodate them I offered partial refunds in both cases, thinking (naively) that by filing a claim with Packlink, I’d be protected. (packages arrived with holes as if they’d been pierced by a sword, damage that takes effort to do)Packages made with bubble wrap, double box and everything any person online uses to ship (obviously the items sold are not fragile glass items, or anything like that)The buyers kindly sent me all the photos requested, I filled out the form with all the details they asked for and after 2 weeks of waiting, Packlink rejected my claim because I didn’t follow their (absurd) guidelines, such as using expanding foam and the like.Now, is there anyone who has ever received a refund or been protected for a damaged package? I think their guidelines are borderline legal, absurd, and impossible for anyone to follow in every point, made ad hoc to wash their hands of refundsIf someone can help me figure out how to move forward, thanks

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package arrived damaged, ebay.shipping (or packlink) refuses to open a claim with the couriers | Questions and answers among users | eBay Italy