[giacobmx]

One month ago i claimed EmptyBox for a 1,5kg item saying there was a bottle of water inside, sending photos and video to the store.
They said they started an investigation with couriers, but i didn’t wanted to wait too long and i started a Paypal claim wich after a month was closed in favour of the seller. The seller never contacted me again about investigation. So i started a chargeback with the card, an after a couple of days now i receive an email from the courier (probably the two things are unrelated) asking me to fill a report for the investigation that they are doing to help them to resolve the claim.
What are you experiences about this?
I don’t know if it’s better to say that the package was clearly damaged, or not, or try to stay in the middle of the two. Maybe if i say it wasn’t damaged the courier will not refund giving the responsibilty to the shop?
Or just not respond to the courier to let the claim fail, but let the chargeback go on?
I think the courier will refund the Claimant (merchant) and not me directly (so in this case he will not oppose to the chargeback i guess).
Here the Parcelforce mail:

“We have recently received an enquiry concerning a parcel from STORE that has been damaged.

To help us to investigate this enquiry and reach a resolution we would like your help in understanding both the extent of the damage and how the parcel became damaged.

We would appreciate it if you could complete the enclosed questionnaire and return to our office within the next five days.

May I please take this opportunity to inform that we need this questionnaire to support in our decision making process. As such non receipt of this questionnaire within 30 days will deem the claim void.

Please enclose photographs of all the external & internal packaging used and of the damage to the contents when returning this questionnaire.

Claims Customer Service Team
Parcelforce Worldwide

Your statement (this email questionnaire) will be used as evidence in our investigation and by completing it you agree to it being used for this purpose. Parcelforce Worldwide takes losses of all kinds very seriously and will prosecute for theft and anyone attempting to obtain goods or money by deception. We have to advise that it is an offence to make a false statement.

Please be aware that any statements or information provided on this form will be treated in confidence and will not be disclosed to the claimant”