We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
The Forum now has a brand new text editor, adding a bunch of handy features to use when creating posts. Read more in our how-to guide
Lost Parcel
Snowbelle
Posts: 353 Forumite
I sent a parcel via Hermes on 2nd Mar but the tracking stopped on 3rd Mar. Buyer has contacted me and I have asked Hermes who have confirmed the parcel is lost. I filled in the claim form and had an email saying they will investigate and get back to me in 2 weeks. Do I need to refund the buyer now or wait?
0
Comments
-
I sent a parcel via Hermes on 2nd Mar but the tracking stopped on 3rd Mar. Buyer has contacted me and I have asked Hermes who have confirmed the parcel is lost. I filled in the claim form and had an email saying they will investigate and get back to me in 2 weeks. Do I need to refund the buyer now or wait?
Ask the buyer to open a case for INR (item not received). When it's open, refund through the case.0 -
theonlywayisup wrote: »Ask the buyer to open a case for INR (item not received). When it's open, refund through the case.
Buyer has done that already - I wasnt sure if I need to refund now or upload the tracking information showing the parcel to be stuck somewhere?0 -
If you upload tracking and it shows it undelivered you will lose a case. You need to refund before the last date you can as otherwise they will force a refund and you will get a black mark. I had a parcel "lost" by My Hermes that was delivered after I had refunded. Luckily the buyer was honest and re-sent the payment by PayPal.0
-
Buyer has done that already - I wasnt sure if I need to refund now or upload the tracking information showing the parcel to be stuck somewhere?
As per mrcol1000 says you need to make sure you do not allow this case to be escalated. To win an INR you need to prove delivery, and your own post suggests that is something you cannot do, all your tracking proves is that buyer is correct in saying parcel has not been delivered.
If this escalates before you refund then you lose your FVFs and get a defect, so watch your dates very carefully. How long ago was the case opened?I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.0 -
If you uploading and it shows it undelivered you will lose a case. You need to refund before the last date you can as otherwise they will force a refund and you will get a black mark. I had a parcel "lost" by My Hermes that was delivered after I had refunded. Luckily the buyer was honest and re-sent the payment by PayPal.As per mrcol1000 says you need to make sure you do not allow this case to be escalated. To win an INR you need to prove delivery, and your own post suggests that is something you cannot do, all your tracking proves is that buyer is correct in saying parcel has not been delivered.
If this escalates before you refund then you lose your FVFs and get a defect, so watch your dates very carefully. How long ago was the case opened?
Thank you for your help everyone. The case was opened yesterday. I think I will go with your advice and just refund. Hopefully Hermes will pay out eventually.0 -
I had occasion to claim for something from Hermes (not lost but damaged.)
I expected all sorts of hassle but when the two weeks was up they promptly refunded with no problems at all.Make £25 a day in April £0/£750 (March £584, February £602, January £883.66)
December £361.54, November £322.28, October £288.52, September £374.30, August £223.95, July £71.45, June £251.22, May£119.33, April £236.24, March £106.74, Feb £40.99, Jan £98.54) Total for 2017 - £2,495.100 -
Hermes are very good at refunding.
As above, refund your buyer, apologise for the loss and wait for the money back from Hermes.0 -
If any Hermes parcel the tracking suddenly stops & doesn't update after 1 day considering it lost.
I had about 5 Hermes lost parcels in my time and Hermes have paid up everytime.
However, with Hermes it very wise to familarise yourself with their excluded list. There are a few items on there which they don't cover compinsation on, but I bet many send through anyway without knowing. Car parts is one!0 -
If any Hermes parcel the tracking suddenly stops & doesn't update after 1 day considering it lost.
I had about 5 Hermes lost parcels in my time and Hermes have paid up everytime.
However, with Hermes it very wise to familarise yourself with their excluded list. There are a few items on there which they don't cover compinsation on, but I bet many send through anyway without knowing. Car parts is one!
It is wise to check every courier and their excluded lists.
I can't see the OP has sent any car parts.0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 354.3K Banking & Borrowing
- 254.4K Reduce Debt & Boost Income
- 455.4K Spending & Discounts
- 247.2K Work, Benefits & Business
- 603.9K Mortgages, Homes & Bills
- 178.4K Life & Family
- 261.4K Travel & Transport
- 1.5M Hobbies & Leisure
- 16.1K Discuss & Feedback
- 37.7K Read-Only Boards