Time limits for an item not received case

disgruntledpuppy

Hi,

I purchased an item off ebay on 20th March. It was despatched via myHermes on 24th March but never reached me - after chasing it up they declared it lost on 7th April. Seller then despatched another item via myHermes on 9th April, and as yet it hasn't arrived. Technically it has another few days to arrive during their predicted timescales (says it can take up to 7 working days as I am in Northern Ireland) but I have a real lack of confidence in myHermes, as the seller confirmed today that the tracking says it's still at the national hub - that's where they said they lost it last time.

I don't have any issues with the seller or the way they are handling things, but as the item was £70 I am wary of letting any deadlines pass with raising a case. At the same time, I don't want to raise a case until it becomes necessary to do so. My reading of the ebay FAQ suggests that I have 30 days from the last estimated delivery date - so am I right in thinking that if the order details shows an estimated delivery date of 8-10 April then I have until 10th May to raise a case?

Thanks for any help you can give me.

mrcol1000

I have no idea the answer but have you asked for the tracking number just to make sure the item really is on its way? So you can check for yourself? Unless they are putting the wrong address or there is some error with the way My Hermes deal with your address, it seems unlucky that two parcels have got lost.

I have sent a few items to N.Ireland via My Hermes and they all got there in around 4 days the same as to anywhere else My Hermes deliver to.

theonlywayisup

disgruntledpuppy wrote: »

Hi,

I purchased an item off ebay on 20th March. It was despatched via myHermes on 24th March but never reached me - after chasing it up they declared it lost on 7th April. Seller then despatched another item via myHermes on 9th April, and as yet it hasn't arrived. Technically it has another few days to arrive during their predicted timescales (says it can take up to 7 working days as I am in Northern Ireland) but I have a real lack of confidence in myHermes, as the seller confirmed today that the tracking says it's still at the national hub - that's where they said they lost it last time.

I don't have any issues with the seller or the way they are handling things, but as the item was £70 I am wary of letting any deadlines pass with raising a case. At the same time, I don't want to raise a case until it becomes necessary to do so. My reading of the ebay FAQ suggests that I have 30 days from the last estimated delivery date - so am I right in thinking that if the order details shows an estimated delivery date of 8-10 April then I have until 10th May to raise a case?

Thanks for any help you can give me.

Cases have to be opened before the deadline of 30 days from date of last estimated delivery. So, if your ebay order says due date (latest) 10 April then it's 30 days after that, but it will be to the second, so to be absolutely sure I would go with 29. You then get another 8 days before you can escalate.

disgruntledpuppy

mrcol1000 wrote: »

I have no idea the answer but have you asked for the tracking number just to make sure the item really is on its way? So you can check for yourself? Unless they are putting the wrong address or there is some error with the way My Hermes deal with your address, it seems unlucky that two parcels have got lost.

I have sent a few items to N.Ireland via My Hermes and they all got there in around 4 days the same as to anywhere else My Hermes deliver to.

The first parcel I had the tracking and it was when I spoke to myHermes that they said it was lost. It definitely had the right postcode. The second one I haven't the tracking for yet, but it is not technically overdue yet so I might just be being paranoid!

disgruntledpuppy

theonlywayisup wrote: »

Cases have to be opened before the deadline of 30 days from date of last estimated delivery. So, if your ebay order says due date (latest) 10 April then it's 30 days after that, but it will be to the second, so to be absolutely sure I would go with 29. You then get another 8 days before you can escalate.

Thanks for this - I will def make a note so that it doesn't time out. I think I'll give it until a few days after Easter and see if it turns up.