Hermes delivery issue

RussWWFC

I recently sold my camera on eBay and sent it via Hermes, using the eBay label system.

Today, I got a message from the buyer telling me that they'd checked the tracking and that Hermes had delivered the parcel and left it in the safe place of the bin. She said that they'd made no attempt to knock and that there was no bin at her property.

Despite here zero feedback, I'm inclined to believe her and know that eBay will rightly rule in her favour.

I've already contacted Hermes via Live Chat, they advised me to get on to eBay as that's who I purchased the postage from. I just came on here to see what my rights were and the likelihood of getting compensation. I only selected £25 compensation anyway, so I'll be losing out whatever unless the camera mysteriously turned up.

I've emailed them to see what they have got to say for themselves, but no reply as yet

sheramber

You might be better posting on the Ebay board

LilElvis

Probably better posted on the eBay board

http://forums.moneysavingexpert.com/forumdisplay.php?f=40

Whilst Hermes are pretty pants I would be more inclined to believe them in this situation than a first time eBay buyer. Those on the eBay board will be better placed to advise as to how eBay are likely to rule.

RussWWFC

Did ask earlier - see here, looks like I'm going to be out of pocket

https://community.ebay.co.uk/t5/Member-To-Member-Support/Item-delivered-to-safe-place-but-buyer-claims-it-does-not-exist/qaq-p/5747183/comment-id/697137#M697137

JReacher1

I suspect the buyer has nicked it.

Naf

Feels like a rock and hard place issue to me:

One the one hand you have eBay who must decide if they believe the buyer received the item or not.

On the other hand you have eBay who must decide if a delivery was successfully made or not.

Its a little worrying that they could argue both sides against you; that because the tracking says delivered you can't claim any compensation for a failed delivery, but equally that because the customer claims not to have received it, you must refund their money. And unless you're prepared to chase it through court, you might just be stuffed.

As above, the eBay board (on this forum) will be able to give better advice.

theonlywayisup

If the status shows as delivered (there is no need for a signature if the item value is under £750, then eBay will rule in YOUR favour).

If Hermes have told you to get onto eBay, then it sounds like you bought the postage via Shutl? Can you confirm how you bought the postage?

Has the buyer opened a case? Protect your account/funds first and then help the buyer.

theonlywayisup

RussWWFC wrote: »

Did ask earlier - see here, looks like I'm going to be out of pocket

https://community.ebay.co.uk/t5/Member-To-Member-Support/Item-delivered-to-safe-place-but-buyer-claims-it-does-not-exist/qaq-p/5747183/comment-id/697137#M697137

Don't take any notice of the rubbish on M2M boards. Ask the board guide to move this to the eBay board. But my advice above still stands.

RussWWFC

theonlywayisup wrote: »

If the status shows as delivered (there is no need for a signature if the item value is under £750, then eBay will rule in YOUR favour).

If Hermes have told you to get onto eBay, then it sounds like you bought the postage via Shutl? Can you confirm how you bought the postage?

Has the buyer opened a case? Protect your account/funds first and then help the buyer.

Yes, I did pay via Shutl, have contacted the board guide to get this moved

theonlywayisup

RussWWFC wrote: »

Yes, I did pay via Shutl, have contacted the board guide to get this moved

If you want to complain about the carrier then you must do so via Shutl. They have a live chat on their website and they are very good at chasing issues.

As for the buyer. There is nothing you can do other than chase the carrier via Shutl but, if they open a case, with a delivery status of "delivered:, the case will go in your favour.

With Shutl the tracking will have added itself to the parcel order. If the buyer opens a case, ensure it is added there too.

soolin

RussWWFC wrote: »

Yes, I did pay via Shutl, have contacted the board guide to get this moved

Sorry I was not able to move this thread, only the BG from this board can move one of their threads.

theonlywayisup wrote: »

If you want to complain about the carrier then you must do so via Shutl. They have a live chat on their website and they are very good at chasing issues.

As for the buyer. There is nothing you can do other than chase the carrier via Shutl but, if they open a case, with a delivery status of "delivered:, the case will go in your favour.

With Shutl the tracking will have added itself to the parcel order. If the buyer opens a case, ensure it is added there too.

I echo what theonlywayisup says- with a status of delivered ebay will find in your favour. What is interesting though is the mention of the 'safe place' - was this something decided by the courier or by the buyer I wonder.

Couriers are notoriously bad about dumping things in all sorts of random places, I found a completely soaked through box of paper envelopes on my drive last week in full view of any passer by, luckily the seller accepted what I told them and have dispatched a replacement box.

Personally I would phone ebay and ask them to put you through to their Shutl department and insist they get more details. About 18 months ago I had a buyer claim no receipt despite tracking and before we could even get an investigation under way it arrived back with me- tracking still showed buyer had it.