eBay Buyer has opened INR, Hermes shows parcel delivered

IsabelleJ

So an item I've sent with Myhermes shows as being delivered, but the buyer opened a request (is that a case? I am guessing so) for Item Not Received. I understand I should win the case, due to tracking showing the parcel as delivered, but obviously I want to help my buyer out if the parcel hasn't arrived.

I tried emailing Hermes, but have had no response, so I suppose the next step is to ring them tomorrow? In the meantime the request is still open and I think I need to do something about it by the 15th. I've uploaded the tracking details so is there anything else I should do?

How are Hermes about claims for lost items? I don't have to refund, due to item being delivered somewhere, do I? But I'd like to refund if I ever get a refund from Hermes. What's my best course of action?

Thanks!

Isabelle

mrcol1000

My Hermes normally take 48 hours or so to reply. I think they have to wait for the local courier or manager to get back to them. They can often get more information from the courier. I found the contact form through the website the best method. If you phone them then unless they have the local info they will just repeat back to you what the online tracking shows.

The four times this has happened to me (out of over two thousand parcels sent by them) they asked me to put a claim form in for a lost parcel.

If the tracking shows delivery to the correct address you will win the case. Out of the four I have had. Three for various reasons found the parcel. One opened a case and it was closed in my favour. If My Hermes agree to refund then you should pass on the refund. I'd wait till you get the money for them first. Just remember to go into the PayPal transaction to do it so that the refund can be traced to the original transaction.

usefulmale

First and foremost, protect your account. Upload the tracking to the case and escalate. You should win and the case closed in your favour.

After that, check your buyers previous feedback left. The course of action you take will probably be dictated by that.

fishybusiness

Same as mrcol said, a couple of extra points...

You could use web chat to contact them, outcome is the same, I find it preferable to talk to someone. You'll find it from the 'Contact Us' link at the bottom of the pages.

Hermes says 24-48 hours to get back to you, I've found recently it is 5 days so you may want to keep getting back to them to hurry it up.

jeffuk

I have had quick results by posting to their Facebook page,
https://www.facebook.com/myHermesdelivery/?fref=ts

theonlywayisup

As per the previous replies, you will win the case - escalate it on day 8 and this will remove the defect and prevent the buyer leaving feedback.

In the meantime, reassure your buyer that you will make all enquires and claim for the loss of parcel but it may take some time - explain this procedure is irrespective of how the case goes.

Ask them to confirm their full address if you haven't already.

You will get a better response from Hermes via social media. You will be sent a lost form and the process is lengthy, taking 3 weeks or so.

It will be up to you if you want to wait to refund the customer or do it when you submit the claim, but keep communication good, there is nothing worse than not having a parcel when the delivery shows you did…...

martindow

theonlywayisup wrote: »

You will get a better response from Hermes via social media. You will be sent a lost form and the process is lengthy, taking 3 weeks or so...

Doesn't the tracking show it as delivered? Unless they accept that the tracking is incorrect they are unlikely to accept a claim.

This does seem to be a weakness in carrier's tracking where buyers have not received their parcel but the carrier claims to have delivered it. The buyer is left in limbo with no protection.

theonlywayisup

martindow wrote: »

Doesn't the tracking show it as delivered? Unless they accept that the tracking is incorrect they are unlikely to accept a claim.

This does seem to be a weakness in carrier's tracking where buyers have not received their parcel but the carrier claims to have delivered it. The buyer is left in limbo with no protection.

I've not had a problem with any claim where the buyer says they don't have the parcel but the tracking shows as delivered.

IsabelleJ

Thanks for the advice everyone. Do Hermes usually pay out when delivery is shown but recipient says it has not been received? In this case do you usually refund straightaway and claim back from Hermes?

Isabelle

fishybusiness

They have for me in the past, they go back to the driver to ask where the parcel was left. Sometimes the notes say 'behind the gate' or 'in the shed'. Who knows if they have delivered to the correct house or not. As already said it seems to take an age to sort out.

Re refunding, I've done it both ways, I tend to lookup the delivery address on google maps and if it looks a difficult one, refund straight away, normal 3 bed semi in a town I wait to see what Hermes come up with - thought being the driver is less likely to get it wrong in a town.

Had one this year sent via UK Mail, had a signature from recipient, which was the correct signature for the buyer, they claimed no delivery, and I won. Doesn't always pay to refund immediately as there is the odd scammer out there.

RFW

IsabelleJ wrote: »

Thanks for the advice everyone. Do Hermes usually pay out when delivery is shown but recipient says it has not been received? In this case do you usually refund straightaway and claim back from Hermes?

Isabelle

I'd think refunding as soon as you know the item has gone to the wrong place is the way forward.
Does Hermes tracking show any names or signature? This could be a neighbour of your customer that they may know.
If you sent me an item and it was lost, I would not be pleased at waiting for a claim pay out, especially as that would probably mean waiting until after Christmas.