Hermes parcel not been delivered - what do I do?

lancs-lady_2

I sent a parcel via Hermes on the 13th OCtober and left it at our local shop. It was collected but has not been delivered. Hermes emailed me to say the house number was missing off the parcel (it wasn't) so I emailed them back with the full address and customer's telephone number.

Fast forward two weeks and my Ebay customer has opened a dispute saying item not received. On the HErmes website its stating signed for and delivered but customer is adamant its not been received.

I've been on to Hermes live chat who first said it looks like it hadn't been delivered, then they apparently spoke to the courier who said it had. I said I wanted proof of delivery and signature and they said it had been done via a piece of paper!

Can someone please advise me what to do next? This is theft on behalf of the courier, should I contact the Police? I really don't know what to do. In over 11 years selling on Ebay I've never had this problem before.

ballisticbrian

Can't they tell you whose signature it is on the piece of paper?

lancs-lady_2

They can't find it!

ballisticbrian

I think you need to tell Hermes that you need to put in a claim for the missing item and they will email the forms to you, that is unless they can come up with said proof which they've lost, the onus is on them at the moment.

lancs-lady_2

I've done that, but they are not sending the forms. I've tried googling it to see if I can find a claim form that way. Even if I send one in I think I'm going to be ignored. I'm just not prepared to lose £40 which is why I sent the damn item tracked via courier in the first place

ballisticbrian

I've done that, but they are not sending the forms.

Why did they say they are not sending you the claim forms?

lancs-lady_2

This is the message I have just received from them:-

Good Afternoon,
I have spoken with the courier and he confirmed he handed the parcel to the customer. Unfortunately, the signature appears to have glitched on our system. I can inform you that the courier had already to deliver this parcel on the Friday, it was delivered on the Monday.



I just don't know what to do next! Either the customer is lying or Hermes is, so what on earth do I do?? I'm not going to refund the customer because I have tracking information saying it has been delivered, but they have opened a claim in Ebay and have messages have been going back and forth between us.


I just don't know what to do and think EBay will see in the customer's favour. They have put me in the red on my Paypal account, putting a payment on hold. The monies were downloaded as soon as the item showed as delivered, so where do I stand?

ballisticbrian

I still say you need to go back to Hermes. It's far better to speak to them on the phone than via those messages.

scheming_gypsy

You have a contract / agreement to deliver a parcel to the customer and get proof of delivery. They've failed in that agreement and have no proof that the customer received it, so the ball is in their court.

Phone them and speak to a manager.

eaglesrjh

lancs-lady wrote: »

I'm not going to refund the customer because I have tracking information saying it has been delivered, but they have opened a claim in Ebay and have messages have been going back and forth between us.


I just don't know what to do and think EBay will see in the customer's favour. They have put me in the red on my Paypal account, putting a payment on hold. The monies were downloaded as soon as the item showed as delivered, so where do I stand?

you say you have tracking information that it was delivered, where is this information, is it accessible online? (forget signature)

I'm pretty certain Ebay don't require signature for items less than a certain value (£150 springs to mind) as long as tracking shows delivery online.

so online tracking of delivery means you should win the case, if it's not available online you will almost certainly lose the Ebay case and you will need to pressure the courier

consultant31

No help I'm afraid, but this is typical of Hermes as far as I've had dealings with them.

Twice they have slung a parcel over our locked gates when we've been out and another time they left a parcel outside the gates, all within the last 18 months or so.

The one left outside was a nice little gift for a random passer by, one of the ones slung onto the drive was a DAB radio, which, strangely enough didn't work upon unpacking and the third one was when we were on holiday for a week and it was ruined with the rain.

I heave a deep sigh when I see that something is coming to me via Hermes :mad: