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Packlink DPD shipment was supposedly delivered, but came back
Summary: retro-charme reports an issue with a package that, according to tracking, was delivered but then came back as a return. DPD and Packlink are each shifting the responsibility to the other, while retro-charme is left perplexed. perfect-sally advises refunding the buyer the purchase price, and samantha@ebay recommends that the buyer submit a return request to clarify the matter. retro-charme confirms that contact with the buyer is good and asks about the next steps to resolve the problem.
Dear community,
according to tracking, my package was delivered on 29/07, but the recipient couldn’t find it anywhere. Yesterday it came back as a return from DPD without any further explanation why. There was no cancellation by the buyer. DPD says I have to file a complaint via Packlink. There, the response says that according to the service provider’s notification it was delivered. DPD tracking says this too (wrong!), but also that the return was delivered to me (correct!). Right now I’m at a loss. Has anyone had this problem before, and how was it resolved?
Many thanks in advance.
Martin Chrubasik Retro-Charme
samantha@ebay
Mentor1 month agoHello @retro-charme
I now also have feedback on the second point. Packlink is external, which is why you need to contact them or DPD directly if you still have any questions about it.
Unfortunately, we can't determine exactly what happened.
Best regards
Samantha
samantha@ebay
Mentor1 month agoHello @retro-charme
Please ask your buyer to open a return so you can refund the purchase price.
Regarding the conflicting listings, I’ll get in touch with another specialist department about that again.
Kind regards
Samantha
retro-charme
OP1 month agoHello Samantha,
thanks a lot in advance. So he can place the order again without any negative consequences for him and me?
Best regards back
retro-charme
OP1 month agoBy the way, this was also the response from DPD:
Dear DPD customer,
thank you very much for your message.
According to our system information, the official sender of your parcel is the company Packlink GmbH and therefore the contractual contact for all your questions and concerns.
Please gather all information and evidence regarding your concern and contact Packlink GmbH customer service, stating the username of the recipient of the shipment.
For contractual reasons, we cannot provide you with any further assistance here.
We thank you very much for your understanding and wish you a nice day.
perfect-sally
Mentor1 month agoHello @retro-charme
I think you should first refund the buyer before there are even more problems, if you haven't already done so.
You've already found out who or what is behind PackLink and which service providers are used to ship there. And when I hear DPD, that already tells me quite a lot. Right now, one is trying to pin the blame on the other!
Whether ebay can help there, we need to ask an ebay employee, so please provide the relevant item number.
@samantha@ebay could you take a look, please? Thanks
retro-charme
OP1 month agoHello perfect-sally, thanks a lot already. Well, ebay does provide the Packlink link and DPD has usually delivered quickly so far too (GLS is much less reliable, as I was told). I’m in good contact with the buyer themselves. This is the item number: 287337142509