PACKLINK - Automatic label with incorrect recipient shipping address | Payments and Shipping

PACKLINK - Automatic label with incorrect recipient shipping address

Good morning everyone

after reading various threads on the forum regarding the growing problems with Packlink, I want to warn you that this is already the second time they have generated a label with an incomplete address compared to the correct address during the label generation process, with the result in the second case that the parcel has been stuck for days at the Turin post office hub.

I immediately notified the buyer, sending him the label details with the obvious missing part and, understanding that this is not my mistake, he is in contact with the post office, which should give him a response today.

For my part, I immediately contacted Ebay support by phone, who advised me to report the incident to Packlink as they are responsible for the shipment, and so I did, telling them to release the shipment as soon as possible, receiving this response:

We will contact the carrier and get back to you as soon as possible. At present, carrier response times are 3-5 business days. Reference no. IT2024xxxxxxxxxxxx. The carrier normally handles requests, where possible, within 72 business hours from the date they are issued. Please note that this timeframe is strictly tied to the carrier's logistics and the destination branch. You will receive an email from Packlink with further information as soon as possible. Customer service available Mon-Thu 9-18 and Fri 9-16, excluding holidays.

Aside from the obvious service failure, which risks creating tension between buyer and seller (in my view legitimate because we sellers choose the shipping method), 3-5 business days to release a delivery is unacceptable for their mistake, and ultimately forces the buyer to make phone contact with the carrier and possibly pick up the parcel at the storage hub.

I will try to file a formal complaint but I fear it won't have any effect....What do you think?

anleona20

27 View listings

Posted 1 year ago · Edited 1 year ago·Last reply 1 year ago

7 comments

heavenwelkin

·1 year ago

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Since everything is automated, some carriers ask, for example, not to put the street number in the address but in the designated field.

Then there are the maximum character limits, so you need to watch out for that.

In the unfortunate event that a shipping label were generated with incorrect and/or incomplete data, you should avoid shipping and instead contact packlink right away via ticket, which will then send the correct shipping label.

Kind regards.

anleona20

OP1 year ago

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I realized it....

The label was generated with Ebay Shipping, which is why I believed it would come out correctly. As I told Sika700, I had noticed the missing part but I knew the carrier would instead receive the correct address, so it was wrong.

Anyway, despite my immediate report, packlink replied to me like this:

Ilaria (Packlink eBay) 14 Oct 2024, 17:46 CEST

Dear Anna, Thank you for contacting us. For this shipment you requested a home delivery service while the buyer had requested delivery to a BRT FermoPoint. You can verify this from the address where the abbreviations FP and CP are present (copy-past recipient address + BRT FP link).

The Poste Italiane shipment 1UWXXXXXXX is currently on hold because you requested a service with home delivery. We therefore await your feedback so we can give instructions to the courier. We therefore invite you to contact your buyer and, if they agree to home delivery, reconfirm the full address of their home following the instructions at this link, including also:

• name on intercom / doorbell (leave a post-it on the intercom for the courier if the name indicated in the order is not present, does not match, or the doorbell is temporarily broken).

• business / concierge hours (even if the service is not time definite or by appointment).

• recipient's phone number (mandatory even if the courier is not required to call). We remind you that this type of handling is not always possible after the parcel has been handed over.

We will report the address change request to the courier with the utmost urgency but without any guarantee of outcome.

Kind regards,IlariaSupport AssociateeBay Spedizioni powered by Packlink

.....without even remotely understanding that the locker has nothing to do with it, but that the label came out wrong from Ebay Shipping. Tomorrow I'll reply and try to explain it for the second time.

heavenwelkin

·1 year ago

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@anleona20 wrote:

.....not even remotely understanding that the shipping hold has nothing to do with it, but that the label came out wrong from Ebay Shipping. Tomorrow I'll reply and try to explain for the second time.

I replied to you with an example in the previous post to this one.

As far as I'm concerned, we can even leave it here.

You say you're right and I also tell you that I didn't understand it at all.....

Best regards.

il_buon_libraio

·1 year ago

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In the unfortunate event that a shipping label is generated with incorrect and/or incomplete data, you must avoid shipping but immediately contact Packlink via ticket, who will then send the correct shipping label.

From personal experience: there is, in extremis, the possibility of intervening afterward, with the parcel already picked up by the courier, and ONLY by the seller (the buyer has no say in the matter). The seller must take the trouble to contact eBay, which in turn will guide them step by step through the correction procedure, or will communicate the correct shipping address to the carrier. Cumbersome, but possible...

sika700

·1 year ago

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Sorry... but when you created, printed the label and applied it to the package... didn’t you notice that the address was incomplete??

Let’s say the responsibility is also yours...

Kind regards.

anleona20

OP1 year ago

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Honestly yes, but I was told that sometimes, for space reasons, they issue the labels leaving out some data, but that the carrier receives the correct data. Of course, now I have proof that it’s not like that, but the label generation procedure doesn’t work correctly since before it was issued the address appeared in full.

heavenwelkin

·1 year ago

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@anleona20 wrote:
Of course, now I’ve had proof that that’s not the case, but the label-generation procedure isn’t working correctly since before it was issued the address appeared in full.

Packlink ebay offers more carriers, including Poste Italiane, BRT, DHL, UPS....

The interface is the same, but each carrier generates labels differently, with different rules.

I’ll give an example with sample numerical data

If the Packlink interface in the address field with Dhl accepts 60 characters, Poste 45 characters, DHL 80 characters, BRT 50 characters, the single Packlink interface will accept 80 characters

So if you choose to generate the label with Poste Italiane and enter 60 characters, they will be displayed correctly on screen

but

at the moment the label is generated, the extra characters beyond 45 will be cut off because Poste Italiane’s rules are these.

If we want to be PICKY, we could say that Packlink should make the interfaces stop at the character limit depending on the carrier chosen.

But the programmers aren’t going to keep messing with the code every time a carrier changes its settings; these are complex / delicate issues.

In any case, sorry for the inconvenience.