I am convinced that Packlink is intentionally set up to frustrate any potential claim for loss. I have had 7 out of 26 parcels lost sent via Packlink with Hermes (so Hermes at issue)... but trying to chase it is painful, and the system just confuses things no end. First you have to resubmit the information they already have (why?) to create a support request. They give you a support incident number to use... but there is no where that the support request number ties up with the delivery - so when you have several open cases, you have support numbers, parcel numbers, delivery numbers, post codes and unhappy customers. Add to that, they investigate, then eventually say it's deemed lost, then you have to submit a claims form (info all over again + photo evidence of sale), then they advise 30 days to investigate, then claim is submitted, but claims are only sent for review every 2 weeks, and can take another 30 days it seems they say. So a simple lost item can take over 3 months to resolve - can you juggle all the numbers over that timescale. AVOID !