If you book a courier like Parcelforce via a third party, how do you make a claim?

[ImflightbutIcantlogintoday]

I booked two parcels with Balloon and Gift couriers - they stopped trading in this category for a while and then came back, and now seem top have stopped again

Anyway it was parcelforce.
The buyer tells me the item is damaged and I am sure it was fine when it left me, so I want to put in a claim.

However not sure if the third party has to put in the claim, or I can do it myself. I guess it's them, because they have the contract with Parcelforce, non?

Bit frustrated. The buyer is being particularly humourless as well

Anyone have any experience with this sort of thing?

I'd say it's whoever had the contract with them.

Thanks Six
The courier has said forward details to her and she'll put in a claim.

In your opinion, should I refund first and wait for the compensation, or wait till Parcelforce have agreed to pay out first?

The seller seems very genuine and I've now seen pics of the damage - looks like it;'s been run over by a truck, or at least dropped from a forklift!

I packed it well, but it was a heavy pram chassis and obviously was dropped with some force as one wheel has completely buckled. It wasn't just wrapped with bubble either - heavy duty cardboard box.

I guess the buyer has no incentive to keep the packaging if I refund her now - so I won't get the payout.
I don't really like keeping her waiting though.

I think she has to send it back to you before you issue a refund, no refund if she keeps the pram. hth

Thanks Aunty.

I was thinking of a partial refund to cover the damage.

Waiting to hear what the price for a new wheel will be, then I might just give it her, the claim is being put in today afaik.
Looks like the courier might be claiming for the whole value of the pram, which would be nice