eBay Buyer has opened INR, Hermes shows parcel delivered

Contains_Mild_Peril

theonlywayisup wrote: »

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.

Are you sure? Why would that prevent the buyer from leaving feedback? I'm currently experiencing this issue as a buyer. I got a Hermes card through the letterbox saying the parcel was left at my front door. Unsurprisingly, it was no longer there. The seller said he always sends signed for, but he has not uploaded a tracking number and although he said it shows as delivered he did not respond to my query as to whether the tracking shows this item as signed for (when the card makes it clear it was not). What happens if I leave feedback now? I usually give a seller every chance to resolve a problem before leaving feedback and rarely resort to negatives, but he seems to think this is not his problem because the tracking shows as delivered.

hollydays

Contains_Mild_Peril wrote: »

Are you sure? Why would that prevent the buyer from leaving feedback? I'm currently experiencing this issue as a buyer. I got a Hermes card through the letterbox saying the parcel was left at my front door. Unsurprisingly, it was no longer there. The seller said he always sends signed for, but he has not uploaded a tracking number and although he said it shows as delivered he did not respond to my query as to whether the tracking shows this item as signed for (when the card makes it clear it was not). What happens if I leave feedback now? I usually give a seller every chance to resolve a problem before leaving feedback and rarely resort to negatives, but he seems to think this is not his problem because the tracking shows as delivered.

ebay would probably suggest you telephone the buyer. I think that's the best course of action here. You could also send him a photo of the my hermes card.

theonlywayisup

Contains_Mild_Peril wrote: »

Are you sure? Why would that prevent the buyer from leaving feedback?

Yes, I am sure.

A case escalated and won by the seller removes all defect and prevents/removes feedback.

If your seller has tracking and adds it to the case, the case will go in his/her favour. If you leave feedback before the case is decided by ebay it will be removed.

Contains_Mild_Peril

The eBay feedback system is so broken it would be better if it were abolished altogether!

hollydays wrote: »

ebay would probably suggest you telephone the buyer. I think that's the best course of action here. You could also send him a photo of the my hermes card.

I already sent him a photo of the card, but he still imagines I have the parcel: he says if I'm not happy with the item for some reason I can return it! I do feel bad for the seller because the item belonged to a recently deceased relative and I know I would be upset if I were in his position, but it is Hermes who should pay for this, not me.

martindow

theonlywayisup wrote: »

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.

Good sellers like yourself chase this up, but my point was that sellers who have not got their parcel are vulnerable when tracking shows it as delivered.

The buyer is reliant on the seller chasing the carrier. If sellers don't bother an INR claim will fail based on the tracking and the buyer has no refund and no parcel.

theonlywayisup

martindow wrote: »

Good sellers like yourself chase this up, but my point was that sellers who have not got their parcel are vulnerable when tracking shows it as delivered.

The buyer is reliant on the seller chasing the carrier. If sellers don't bother an INR claim will fail based on the tracking and the buyer has no refund and no parcel.

I completely agree. Which is why the advice of 1.look after your account first and 2. then look after the customer is paramount for me.

soolin

theonlywayisup wrote: »

I completely agree. Which is why the advice of 1.look after your account first and 2. then look after the customer is paramount for me.

Sad as it seems I have to agree, I saw the self same sentiment mentioned on the Amazon seller boards the other day- protect your account first and only then try and help the buyer.

IsabelleJ

Hmm, the tracking shows the item as posted through the letterbox, so I'm guessing that means no come back really. I'm worried that I'll refund and Hermes won't pay out. Also, if I refund does that mean I won't get rid of the defect on my account? It's only an inexpensive item, but I'm more worried about the defect than the refund!

Thanks for all the replies folks, I need to take some time on Monday and try Hermes' live chat.

Isabelle

bxboards

IsabelleJ wrote: »

Also, if I refund does that mean I won't get rid of the defect on my account? It's only an inexpensive item, but I'm more worried about the defect than the refund!

Do not refund as this will close the case, and the defect will remain.,

Escalate the Case when you can, and as tracking shows delivery, you will win, and there will be no defects, and the buyer cannot leave negative defect.

Do not do anything until this is Escalated and Closed.

Sadly the defect system punishes any attempts at providing good customer service, so you must look after your account first, even though your and my instincts would tend towards the opposite.

martindow

soolin wrote: »

Sad as it seems I have to agree, I saw the self same sentiment mentioned on the Amazon seller boards the other day- protect your account first and only then try and help the buyer.

Protecting the account by responding to the case has to be done promptly as there is a time scale involved. Helping out the buyer can take more time as it involves getting a response from the carrier.

I think this is why theonlywayisup numbered them but both are important.

It is a difficult problem for the buyer who is in a very weak position if the seller doesn't bother to chase it up or the carrier insists they have delivered the parcel.