I bought a set of the gravel panniers less than a year ago and never used them. I tried to add it on a rack yesterday and one of the clips didn’t fit the hook. The hook was too large and the clip wouldn’t snap in, there was a gap in the hook. See pic. Waiting to hear what the store will do, I’m hoping I don’t have to pay to mail it to ortlieb. Kind of a disappointment for an expensive brand new product that’s so simple to have an issue like this but that’s how it goes.
Anyone else have an issue with their panniers?

Looks like one hook has the gray plastic insert and the other does not. Normally Ortlieb panniers come with varying sizes if these plastic inserts, to fit to different widths of rack tubing.

they are all gray. I don’t have the other side clip installed. It did come with various sizes and they fit the other 3 clips but not this 1 clip. It’s too large for all of them.

Ah, I misunderstood the issue. So maybe the one hook is a little bit bent? I might try some very careful bending, though it’s risky with plastic. Probably best to first contact the shop, and maybe reach out directly to Ortlieb as well. Another option might be attaching the plastic insert with a dab of glue to keep it in place.

it’s a molded hard plastic so any bending would likely result in cracking it. Definitely not going to glue it, it’s brand new. Will see if they shop can help out. Will also contact the company. Maybe they will just send me a new hook?

I put my inserts in Packer panniers 14 years ago and have never had a problem, but mine probably use an older mounting system. I do remember they required a bit of force to get them snapped in correctly. That's so they don't come out.

My Ortleibs have hooks that are opened with the carrying strap and sometimes need to be closed with it. A straight up pull opens. Pulling out and down closes. I usually don't have to close the hooks when I drop a loaded pannier onto the rack but usually do when the panniers are empty. I think you have the same hooks.

My panniers are the smaller front ones from 1999 and 2009. I have replaced hardware a couple of time. Love that I can just walk into a shop, have them order it and a week later, the bags are mounting like brand new. (And thank you, Ortleib for not obsoleting them.)