Hermes tracked parcel in limbo!

moonpenny

Hi, Sent a parcel via shop on Thursday and Friday morning 5.40 am the tracking says "routed to wrong depot" The tracking has not moved since then.


Been on web chat this morning to no avail so as tracking has still not moved thought I would try web chat again. They said the parcel would be delivered in 1-2 days. I asked if the tracking would be updated and they said yes but it is still the same.


When I look at the tracking on ebay it says "Claims code issued". Does this mean it is lost? The tracking on Hermes site doesn't say this and I have had no word from them. Can anyone help with what this means?

mrcol1000

I have no idea what that means but I think it is a bit too soon to start panicking too much. It may not update now until it gets to the recipients local depot. That could be Sunday or Monday

moonpenny

Thanks! I am panicking a bit but I know they don't update very often.
I will just have to sit tight as I have done all I can at this end.

theonlywayisup

It sounds like the person collecting from the parcel shop hit the wrong button on the scanner. You should see an update by Monday. IME the tracking updates can be later than the delivery.

Marcon

Don't waste your time with web chat. You'll get the same standard response: delivery in 1-2 days blah blah.

The good news is that all is almost certainly going to be OK if you just wait a day or so - tracking can be slow to update but rerouting to wrong depot isn't a disaster - just means it needs to be sent to the correct depot which usually gets done pretty swiftly. Hopefully your buyer isn't sitting on the edge of their seat waiting for the parcel, but have a look at the tracking on Monday and let them know what's going on if necessary.

BTW, if you look under 'order details' on the ebay order page you get much more detailed tracking than the MyHermes website - something you might want to point out to the buyer.

moonpenny

Just an update - parcel delivered on day I expected.
Seems I panicked for nothing!

riddley

Just to add some information to this thread which might be useful to someone else.

I also have some weird tracking for an eBay purchase being delivered by myHermes

"Delay - please allow 24 hours" - on the eBay tracking
"Delayed - investigating" - on the myHermes tracking site

This appeared twice as well as several entries saying it was at the local depot and then on the way to the courier.

So today I did the web chat thing and was told it was at the local depot and will be delivered within the next 24 hours. Ended the web chat at 18:15, then this has appeared on the eBay tracking:

Claims code issued
Aug-30-17, 18:17 PM

The Accepted / In transit / Delivered bar is now blank where before it was up to 'In transit'

The myHermes tracking is currently the same as before, showing the last enrty as 'Sorted at regional depot'

A more cynical person than me might suggest that the call centre just routinely put it into the 'Claims code issued' state to stop the customer calling back and get rid of you, but I'm sure there is a more innocent explanation.

I'll raise the eBay case tomorrow and let the vendor deal with myHermes.





Claims code issued
Aug-30-17, 18:17 PM
On its way to the courier
Aug-30-17, 06:58 AM, Plymouth
At the customers local depot
Aug-29-17, 23:17 PM, Plymouth
Delay- please allow 24 hours
Aug-29-17, 14:40 PM, Plymouth
Delay- please allow 24 hours
Aug-29-17, 09:02 AM, Plymouth
On its way to the courier
Aug-29-17, 07:27 AM, Plymouth
On its way to the courier
Aug-29-17, 07:19 AM, Plymouth
At the customers local depot
Aug-29-17, 02:36 AM, Plymouth
At the national sorting hub
Aug-28-17, 11:31 AM, Northern
Entered the Hermes network
Aug-26-17, 13:49 PM, Maidstone
Collected by the courier
Aug-25-17, 11:42 AM
Collection request received
Aug-25-17, 06:34 AM, Maidstone
Order placed
Aug-24-17, 09:14 AM

mrcol1000

I have had tracking like this happen a few of times and it is because the address given by the buyer has not been correct (or the courier can't find it). When you contact the seller, I would provide a contact number. My Hermes always ask me for one for the buyer so the courier can contact the customer to find their address. They have always turned up eventually.

riddley

Thanks for the suggestion, I will give a contact number if and when the vendor responds to the eBay case.

The delivery address I gave was the same automatic verified PayPal address I have given in around 800 other successful eBay purchases, including many delivered by Hermes.

moonpenny

riddley, I had the same "claims code issued" on my parcel but was delivered the day after.
I checked myHermes website (for tracking) as well as checking the tracking on the eBay item sold page. Sometimes got more info on one than the other.

Regarding my parcel, the issue wasn't a wrong address but the fact it was initially sent to the wrong depot.

riddley

Hi moonpenny, yes mine came today as well.

It seems that whenever you use the web chat to speak to an agent at myHermes, they log the call and this then gets passed through to eBay as a 'claims code issued' event, which partially breaks the way that they (eBay) show the tracking (the Accepted / In transit / Delivered bar no longer shows anything).

Don't know if this would affect things if you ever had to escalate a case (presumably they must see it all the time), but anyway I got my package so no worries!