Packlink PRO Reviews 

I booked a shipment via Packlink PRO (Reference: UN2026PRO0002061251) and paid extra for their protection cover. The courier lost the entire 17kg box. Packlink is now denying my claim by citing a 'fragile glass' policy—even though the items were bulk crafting rhinestones, and the package was completely lost, not broken! I cited Article 1693 of the Italian Civil Code (which states a carrier is liable for total loss, and cannot use fragility clauses to excuse losing a whole box). Instead of responding to my legal rebuttal, their support team (Ticket 22424742) is repeatedly changing my ticket status to 'Resolved' without replying. This is an incredibly deceptive way to avoid paying out a legitimate, paid-for insurance claim. I demand a supervisor review.

I have been using Packlink PRO for a long time as a small handmade business shipping from Spain across Europe and internationally.

When shipments go smoothly, the platform works reasonably well. However, the ongoing issue for me has been repeated unexpected surcharge adjustments and the amount of time and stress required to dispute them.

Recently I was charged an additional 39€ + IVA for a shipment due to a small dimensional adjustment. After recreating the shipment myself using the exact “audited” dimensions provided by DHL, the quotation on Packlink’s own platform still remained in roughly the same price range — yet the surcharge applied was massively disproportionate.

This is not the first time something like this has happened. In a previous case, I was almost charged over 500€ + IVA due to what appeared to be a completely incorrect internal dimensional/weight issue, which I had to challenge extensively before it was resolved.

I have also experienced:

* automatic charges being taken before disputes are properly reviewed,
* poor communication,
* difficulty contacting support directly,
* and an exhausting amount of administrative back-and-forth simply to defend legitimate shipments.

As a small business owner, constantly having to investigate, gather screenshots, prove dimensions and challenge charges is simply not sustainable.

I understand that reasonable dimensional adjustments can happen in shipping. However, the lack of transparency and the disproportionate nature of some of these charges has seriously damaged my trust in the platform.

Unfortunately, after multiple stressful cases, I am now considering moving to another shipping provider.

Awful customer service after a duplicate shipment was made in error by Packlink. They took my money and since their communication is so bad, I never got my money back. I am furious.

I have been using them do a couple of years and when things go right, it works well but despite purchasing insurance from them and providing all the correct documentation and photos , they do not pay out. This is the second time it has happened with a high cost item being broken and them refusing to pay. It is fraudulent practice and I’m done with them. Avoid at all costs

During the festive season, one of my packages was damaged in transit, and a glass item had broken. My customer informed me of this when the package was delivered, and had sent me a photo as proof. When I returned from holiday (I was away for Christmas), I submitted my claim for the damaged item, but it was not accepted because I did not submit the claim within 7 days of the package delivery. I explained to them that I was away for the festive season, but they were still not willing to help. There always seems to be a reason for a claim not to be paid out.

What on earth is going on with this company. All my shipmentd from one batch are gone and they are refusing to help properly. Its the second time this happened. I paid off with insurance and everything.

We have been Packlink/PacklinkPRO customers for many years, spending over €65,000 on their platform. When shipments go well, it’s fine—but if anything goes wrong, Packlink does absolutely nothing to help.

If a parcel is lost, getting a refund is nearly impossible, and even when they refund, it’s usually €1–2 on parcels declared over €150. They never provide official proof of delivery, and requests are closed after weeks without explanation.

In the last two years, Packlink has been systematically stealing money from our account under the false claim of “adjustment fees.” They falsely claim that the weight or dimensions of parcels we shipped were higher than declared—a complete lie. We always over-declare dimensions by +2 cm and weight by +10–15% to prevent exactly these kinds of disputes. They even ask for photos of parcels—but these are not the original packages!

After reviewing our payment history, we found that more than half of the fees withdrawn from our PayPal account never corresponded to any shipment. Packlink has been quietly double-billing us for years.

This is not a mistake. This is fraudulent and criminal behavior. We have closed our account and will never use or pay this company again.

Warning to everyone: Packlink is a company of liars and scammers. Do not trust them with your shipments and never connect your PayPal or Banking account to them !

I had a very frustrating experience with Packlink due to an automated system incorrectly denying a refund that was clearly within their 15 day cancellation policy.

Packlink creates a draft shipment automatically when a store receives an order. Their system then incorrectly treats this draft creation date as the purchase date. In reality, the purchase date is when the label is actually paid for and generated. In my case, I paid for the label on December 11, canceled it the same day, and the shipment was never used.

Despite this, my refund was denied because their system relied on the draft creation date rather than the actual payment date. Their own terms clearly state that the 15 day cancellation window starts from the date the order is paid. I provided screenshots of the policy, proof of payment, and UPS tracking information confirming the label was created and canceled on the same day.

Looking back, I realize I have had refunds denied in the past and assumed it was an odd issue rather than a pattern. This time, however, it became clear that the system itself is flawed.

The most concerning part is that UPS and other carriers do not charge for unused labels. Keeping customer money for unused labels, even beyond 15 days, feels misleading and unfair.

I would strongly advise other business owners to carefully review their invoices, document purchase dates, and be cautious when using this service.

Ho spedito un pacco assicurato con Packlink, che è stato ufficialmente dichiarato smarrito da Poste Italiane.
Nonostante la protezione assicurativa attiva, la mia pratica (n. 20545072) è stata archiviata, con la motivazione che mancano documenti impossibili da fornire in caso di smarrimento (numero di serie, foto del prodotto, ecc.).

Ho inviato tutta la documentazione disponibile – ricevuta di spedizione, fattura d’acquisto e conferma di Poste – ma nessun rimborso è stato concesso.
Servizio clienti inesistente, nessun contatto telefonico e gestione del tutto inaccettabile.
Un’assicurazione che non rimborsa in caso di perdita non serve a nulla.

I shipped an insured parcel through Packlink, which was officially declared lost by the postal carrier.
Despite having active insurance, my claim (Case No. 20545072) was closed and archived, with the excuse that certain documents were missing — documents that are impossible to provide when the parcel is lost (like serial numbers or product photos).

I submitted every available proof — shipping receipt, purchase invoice, and confirmation from the post office — yet no refund was issued.
Extremely disappointing service, no phone support, and no fair resolution.
An insurance that doesn’t pay when a loss occurs is worthless.

If I could give zero, I would.
I was shipping some food-stuffs to my sister in law and checked many times what I needed to do and how I needed to declare these. I chose UPS via PackLink Pro. And completed the commercial invoice. UPS decided that there was insufficient information to clear the package through customs and PackLink contacted me 'to contact the the receiver to clear it through customs' my sister in law contacted UPS twice, and the second time the said that it was cleared for delivery. The next day it was being returned to sender. I contacted UPS on my side and they said that the SENDER needed to call to get this cleared, not the receiver.
I'm still waiting for PackLink to reply to my emails regarding refunding me for their false communication.

Packlink Pro fails to prioritize its customers’ needs. We recommend working directly with shipping companies rather than relying on an intermediary primarily focused on collecting commissions.

Horrific experience after they introduced the Paid Plan of Packlink, took them 10 days to respond why my package was turned back

Not worth for business, no way you can contact a human

Use Packlink PRO to select a specific carrier and then go to the carrier's website and complete the order there. My case with Packlink PRO: I looked at the shipping options through the Packlink PRO website and chose UPS. UPS promised to ship an alcoholic beverage if I provided all the details and, based on these details, would make a customs declaration for shipping to Switzerland. Which was done. I completed the order on the website, printed out and pasted the label, took the parcel to the UPS office, where it was scanned and accepted for delivery. But then, without returning the money, I returned the parcel. With the justification "insufficient data". Since the payment was to Packlink, I contacted them with a demand to return 41 euros. Packlink refused: "alcohol is on our list of prohibited goods, and we will not refund your money because it was at your risk"
To summarize: on the Packlink website, choose a carrier, and then on the carrier's website, make the order (see what they are transporting), because Packlink will simply hang their restrictions or problems on you and will not refund your money.

They stole the compensation UPS paid out for a lost package. After we did all the paperwork and dealt with UPS, they suddenly claimed they had paid out while we had received nothing. It turns out Packlink smelled money and got UPS to change the payout account to theirs. UPS was no help and just pointed to Packlink, where they suddenly don't seem to want to talk to us anymore. Support is fake, AI and maybe some clueless outsourced helpdesk people that can't do anything. Avoid these clowns, there are other options out there that are often even cheaper.

Don't do it with Packlink Pro, you will regret it forever.
Combined with BRT, it's a real scam. On June 12, 2024, send a 10kg box with personal effects from Italy to France. They would have lost the box in the Settimo Torinese warehouse. Neither BRT nor PackLink took charge.
I read reviews like the one I'm writing and ignored them. I sent two packages with the same characteristics and to the same recipient. One arrived, and the other, I want to believe got lost in the Settimo Torinese warehouse, and not that anyone liked what was inside and let themselves be tempted. Since the contents were different, the box that arrived contained books, and the lost one contained valuables (known brand clothes and other valuable accessories). Is it a coincidence?
Responses to complaints are responded to with inconsistent and contradictory information blaming different people at the same company.
After 10 days of complaining, they told me that they would compensate Packlink (for my stuff) and that I should complain to them. Packlink responds to reclamations with bots, which is why it is an insurmountable wall.
Not only did they lose my things, but they compensated Packlink, which makes me think of a more than diabolical system.
I consider my things lost and am grateful that at least they didn't like the books, because yes, they arrived in perfect condition and very quickly.
Unresolved complaint: IT2024PRO0006620880

They said address incomplete, when everything was complete and more than enough.
They didn't refund me, and my frustrations is not because of money I'm going lost, but that mean they can lost or randomly put "incomplete address" how much time they want.
So I suggest to avoid these service.

I have a very negative experience with Packlink PRO. Unfortunately, they treat their customers very badly to the extreme that they completely ignore any formal complaints. Lately, they were responsible for a parcel that I received and it arrived completely damaged. It was very evident that the people in charge were very irresponsible and mishandled this parcel. Evidently, they threw heavy object/s on this package. Instead of assuming responsibility they were very arrogant in their approach. I will never use Packlink PRO again because it's not safe. It is very frustrating that their support system is horrible.

My insured parcel has been lost for months and I have not received a refund. When I talk to customer service (very unprofessional) they keep making excuses. I am starting to get tired of this situation. Never had such poor service.
I have evidence of any conversation if they needed to show the situation.

Stay away!! Terrible experience with insurance, it's a waste of money if the package is damaged by the courier, no way to get a refund. No words to describe my feelings