Interparcel are great unless something goes wrong, then they deny all responsibility. We had been using them for several months and generally without incident, but then we had a couple of problems in a row and realised how disinterested they were in helping. We have had returns from sending packages to customers in the USA. Both times we have sent information requested by US customs (that was on the product box and paperwork, but hey) and the package has still been sent back. The second time a package had an info request, we gave the information, but instructed that if this was not accepted then the package must not be returned to us and we would not accept any return charges. The package was returned (without any notification), soaking wet and covered in soil (despite being handed to us directly. We had to destroy the contents losing more money, because we had refunded our customer. Interparcel now expect us to pay a return fee, despite very clear instructions not to return it. Interparcel have also refused to refund us for a Next Day by 9am delivery that was due to arrive on a Friday morning. It was pre-Christmas, so if it hadn't made it by 9am, but had made it Friday morning we would have been fine and could have lived with before close of play. The parcel actually arrived on Monday morning, well after our customer needed it, but apparently that isn't something we can be refunded for as it isn't there responsibility. In my business I sell things made by other people, but if they go wrong I replace them and take it up with the manufacturer later to hopefully get the money back. In the case of my customers in these transactions, they have been refunded and we have lost a significant sum on each transaction, this is not our fault, but it is not the fault of our customer either so why should they be penalised? Interparcel don't seem to subscribe to this fairly basic customer service principle and the main communication you get from them is from "Revenue Protection", which is really charming. We won't be using them again, so the "Revenue Protection" department haven't protected that revenue very well.