Delivery lost in transit but courier refuses compensation claim

Mhb19

I decided to use Depop (an app to sell items) to sell my Louis Vuitton handbag and a woman was happy to purchase it and pay for postage. She wanted default insurance so it wouldn't cost an arm to send via Hermes. Money was transferred and the parcel was wrapped and collection day went smoothly. Hermes arrived promptly and took my parcel leaving a receipt. However, 4 days passed and my seller emailed me to find out where the parcel had gone, as I was away and hadn't been checking the tracking that we both had access to, and found the parcel had not progressed from 'Collected from local depot'. I got in touch with Hermes who, after days of me and the seller contacting them, finally announced it was a lost parcel. The whereabouts could not be found as it was taken to the warehouse but not scanned in. Days progressed and both me and the seller were chasing up daily when finally they allowed a claim form to be put through. I filled the claims form, waited 14 working days as advised and the claim form came back with a compensation of £27.79. The seller paid £500+ for this item and is expecting a refund. Not only is this not my fault, but I seem to be the one sorting the claims out for my seller and I feel as if that might be her job.

Long story short, how do I make Hermes pay the full amount the seller paid? Otherwise the refund will be coming out of my pocket, and let's say there is a reason I sold something of that expense in the first place. What steps do I take?

Thanks for reading this long a post!

ssparks2003

How do you get Hermes to pay the full amount? Insurer it to the correct level to start with.

hollydays

Can you correct the errors-seller/ buyer.


Sometimes things that go missing turn up.
You could still have bought the extra insurance, just born the cost yourself.

elsien

It's not the buyer's job to be chasing, the contract with Hermes is with you as the seller, and it's your responsibility to ensure your buyer gets either the goods or a refund.

Did you check what cover there was for lost/damaged goods before sending, and If so what was it?

Mhb19

Sorry what do you mean correct the errors? It's my first time posting so unsure if I did something wrong?

The person who purchased the item didn't want to pay more than the agreed amount.

hollydays

Mhb19 wrote: »

Sorry what do you mean correct the errors? It's my first time posting so unsure if I did something wrong?

The person who purchased the item didn't want to pay more than the agreed amount.

Surely you are the seller and they are the buyer.

Aylesbury_Duck

I'm afraid you bear the responsibility for the item until it arrives at the buyer's delivery address. As advised above, it is you who has the contract with Hermes and so it should be you that is sorting it out. Your buyer may not have wanted to pay for enhanced insurance but your mistake was to not insist on it because until it arrives with them, it's your problem. You bore the risk of the default insurance not covering the value of the item. I'm afraid you owe your buyer a refund of the item and postage costs.

Sorry that's not what you will want to hear but that's the situation.

custardy

Mhb19 wrote: »

I decided to use Depop (an app to sell items) to sell my Louis Vuitton handbag and a woman was happy to purchase it and pay for postage. She wanted default insurance so it wouldn't cost an arm to send via Hermes.The insurance is for you Money was transferred and the parcel was wrapped and collection day went smoothly. Hermes arrived promptly and took my parcel leaving a receipt. However, 4 days passed and my seller emailed me to find out where the parcel had gone, as I was away and hadn't been checking the tracking that we both had access to, and found the parcel had not progressed from 'Collected from local depot'. I got in touch with Hermes who, after days of me and the seller contacting them, finally announced it was a lost parcel. The whereabouts could not be found as it was taken to the warehouse but not scanned in. Days progressed and both me and the [STRIKE]seller [/STRIKE] buyer were chasing up daily when finally they allowed a claim form to be put through. I filled the claims form, waited 14 working days as advised and the claim form came back with a compensation of £27.79. Which would be in line with the service you used The seller paid £500+ for this item and is expecting a refund. Not only is this not my fault, but I seem to be the one sorting the claims out for my [STRIKE]seller[/STRIKE] buyer and I feel as if that might be her job.

Long story short, how do I make Hermes pay the full amount the [STRIKE]seller[/STRIKE] buyer paid? Otherwise the refund will be coming out of my pocket, and let's say there is a reason I sold something of that expense in the first place. What steps do I take?

Thanks for reading this long a post!

Its simple. Insurance is for the seller and the time to worry about what if, is before you send.

hollydays

You could have paid £10.20 for £300 of insurance.
I'm sorry for the situation you find yourself in, but don't let buyers call the shots.
If you are sending something this expensive( and I assume it wasn't antique) , you always have to think worst- case scenario

Mhb19

Thanks for the responses.

Unfortunately this was a first time using Hermes for me and the first time selling anything of value so I'm not as clued in as some of you above.

Advice needed has now been recieved so thanks for all who commented.

Tigsteroonie

Even insuring with Hermes doesn't guarantee a payout. They told me that my parcel was lost, encouraged me to put in a claim - which I did - and agreed to resolve my claim by a particular date. Four days after that date, Hermes miraculously found my parcel (missing six weeks by this point) and delivered it .... Christmas presents in mid-January. They think this discharges their responsibility, I disagree given they declared it as lost and I complied with all their insurance requirements. I've got my case going through Resolver at the moment.