Inr

moonpenny

Sorry to be going on about this.
Still waiting on outcome of "investigation" from Hermes.but wanted to clear up something - the buyer has just been sending me messages through my ebay. Should I be telling her to open an INR and if so, open it now or wait till Hermes gets back to me?

mrcol1000

moonpenny wrote: »

Sorry to be going on about this.
Still waiting on outcome of "investigation" from Hermes.but wanted to clear up something - the buyer has just been sending me messages through my ebay. Should I be telling her to open an INR and if so, open it now or wait till Hermes gets back to me?

Just tell her that you need to wait till My Hermes get back to you. They will eventually. I wouldn't mention opening an INR case as its pointless as explained above. If the buyer insists the parcel has not been delivered then My Hermes will ask you to make a claim. They also may give you a form for the buyer to fill in to confirm they haven't received the parcel.

Just remember that as the tracking shows delivered, the buyer needs you onside to resolve this.

moonpenny

janb5 wrote: »

Hi,

Forget live chat- they have no clout whatsoever and it is very stressy.

Email carole.woodhead@hermes-europe.co.uk and also customer.relations@hermes-europe.co.uk

The first contact has left but the address is still being used for complaints. They usually ring from a premium line number.

Explain the situation and says you need them to check with the depot etc. The waiting time for a refund is usually about 5 days but they did mine immediately ( possibly as they wanted to get rid of me! I pointed out that waiting a long time for a refund was disadvantageous for both the customer and me.

Hope it works out well for you.

Thanks janb5
I e-mailed the first address and got a reply very quickly saying they would redirect it to the appropriate person.

Got phone call from a lovely lady this morning who said they will have an answer by the end of Tuesday. Apparently courier is not available until Tuesday. So hopefully it will be sorted.

Not sure whether to message buyer with this info or just leave it untill Tuesday!

theonlywayisup

moonpenny wrote: »

Thanks janb5
I e-mailed the first address and got a reply very quickly saying they would redirect it to the appropriate person.

Got phone call from a lovely lady this morning who said they will have an answer by the end of Tuesday. Apparently courier is not available until Tuesday. So hopefully it will be sorted.

Not sure whether to message buyer with this info or just leave it untill Tuesday!

That's good news.

You could drop the buyer a message and let them know you've had contact back from Hermes albeit it is just to say they should have a full update later in the week.

moonpenny

An update on the on going saga of my "undelivered" parcel.
Lady at head office got back to me today to say they have spoken to courier wh should have delivered my parcel and they have never had it???

They don't know where it is or who had it last and so are still investigating.

The buyer has not opened an INR (i am keeping her informed) through ebay messages.

What happens when the investigation is complete. Is she supposed to open an INR then? Really unsure what I am supposed to do.

theonlywayisup

moonpenny wrote: »

An update on the on going saga of my "undelivered" parcel.
Lady at head office got back to me today to say they have spoken to courier wh should have delivered my parcel and they have never had it???

They don't know where it is or who had it last and so are still investigating.

The buyer has not opened an INR (i am keeping her informed) through ebay messages.

What happens when the investigation is complete. Is she supposed to open an INR then? Really unsure what I am supposed to do.

Don't worry about what and if, wait until you have a response from Hermes or a case open (or both).

Just keep her informed for the moment. I would be extremely happy to keep hearing from you (even if it's to say you haven't heard a result but they are still making enquiries).

moonpenny

Well Hermes have admitted the parcel wasn't delivered and is lost.
They have refunded me back to my PayPal account but I have lost a few £ because I didn't take extra insurance out.

Now, how do I refund when the buyer hasn't opened an INR case?
Do I just go to my PayPal and "refund payment" and if so how do I get my fees back from ebay.
Seems easier when a case is opened and its done automatically.

janb5

Hi- I find it easier to refund via Paypal and Ebay will give you back you fees in a few days.

moonpenny

janb5 wrote: »

Hi- I find it easier to refund via Paypal and Ebay will give you back you fees in a few days.

Thanks. I found out that in order to get my fees back I had to do a cancellation even though parcel was sent and "lost".

The 3 reasons that came up for cancellation didn't apply so I phoned ebay and they said to click the option for "out of stock". I refunded from there.

Thanks for all the help given on this forum.

theonlywayisup

moonpenny wrote: »

Thanks. I found out that in order to get my fees back I had to do a cancellation even though parcel was sent and "lost".

The 3 reasons that came up for cancellation didn't apply so I phoned ebay and they said to click the option for "out of stock". I refunded from there.

Thanks for all the help given on this forum.

It's a shame you didn't come back here first.

An out of stock cancellation is a defect for you. It's unfair because that isn't what happened.