Shutl by Hermes Service - ebay refusing refund.

weebettyboop

Hi,

Wondering if anyone can give me advice. I bought some clothing off Ebay. I received an email by Hermes saying it had been delivered but it had not. I opened a claim with the seller who asked Ebay to look into it as she used their Shutl service. Ebay closed the case as the tracking number showed it had been delivered. I contacted Ebay who said I needed to contact Hermes. Hermes will not deal with me as Ebay is the sender(The seller had this same problem too). I re-contacted Ebay who just kept telling me i needed to prove non-delivery by Hermes(despite me telling them they would not deal with me). Where do I go next??
I have re-contacted the seller who has put in a claim with Shutl but I'm not holding much hope out. Is there any further action I can take? It wasn't an expensive product but thats not the point and think ts disgusting that Ebay customer services are "washing their hands of it" Is there a way to complain to Ebay by email or letter as don't see the point of arguing with them over the phone.

Thanks, Izzy

TW1234

The whole spider's web of EBay, sellers, carriers and who is whose agent becomes a nightmare when something goes wrong! The "guarantees", "reassurance" and "compensation" offered by the varied parties are varied and given at the discretion of the guarantor on terms that they set. I guess that the existence of Hermes delivery computer entry is sufficient for them to refute your claim.
Do you have the seller's contact details? If so you will need to claim directly against them and ultimately be willing and able to prove to a small claims court (on the balance of probability) that you did not receive the goods. You can ask for further and better information to support the delivery notice, including requesting that the delivery person be made available to a court to give evidence.
In reality, the matter will be open to such stonewalling that you will become frustrated. There is also the fact that courts will not consider trivial amounts. (You say it was not an expensive item.) Further, the costs that you occur and may possibly not recover are a consideration.
Life is not always fair.

DoaM

Define "not expensive"?

How did you pay?

weebettyboop

It was about £6 and paid by Paypal.

DoaM

Whilst you are right, is the time and aggravation for £6 worth the principle?

theonlywayisup

Shutl are a booking agent that ebay provide for ease of access to couriers. The contract is formed by the seller and is with seller/Shutl.

Hermes will not deal with you or the seller as neither of you have a contract with them. The seller has done the correct thing by disputing the delivery with Shutl but these things take an age and as the seller is protected by the Proof Of Delivery (POD) then they have little incentive to continue to chase up the buyers loss.

Ebay and Paypal will always side with a seller where there is a POD.

All you can do is dispute it with eBay and ask for a goodwill refund and the best way to do this is by phone.

Have you done all the basic checks - did seller send to correct address, did you check with neighbours etc, what does tracking show exactly?

weebettyboop

DoaM yeah I get your point but what if it was a more expensive item? It's really put me off using Ebay if I am not guaranteed delivery and no one is taking responsibility for it.

Theonlywayisup - yes done all the usual checks - the tracking says delivered to the address and signed for at a time when I was in but definitely didn't receive or sign for. To be fair the seller has been really helpful in trying to sort this for me but I feel Ebay should be taking more action and better with their customer service with regards to the issue - instead of directing me and the seller to Hermes they should have directed the seller to Shutl to claim - I only found the claim site by searching for it. Basically they are saying if Hermes says they delivered it then that is proof enough for them - there should be a way to take it further and ask for further proof of delivery or an investigation to where it is surely?

theonlywayisup

weebettyboop wrote: »

I feel Ebay should be taking more action and better with their customer service with regards to the issue - instead of directing me and the seller to Hermes they should have directed the seller to Shutl to claim

Ebay are not known for their customer service or for giving the correct info.

weebettyboop wrote: »

I only found the claim site by searching for it. Basically they are saying if Hermes says they delivered it then that is proof enough for them - there should be a way to take it further and ask for further proof of delivery or an investigation to where it is surely?

Yes, there is. You have to ring eBay and either ask for a goodwill payment or ask to appeal based on the delivery being disputed as it must have been to an incorrect address. You will need to be persistent with them. Good luck and do report back.

snilloct1957

Thinking of the worst in this situation, is the Hermes courier telling the truth? There are enough stories out there of couriers throwing packages over fences and walls, and leaving stuff on doorsteps to be stolen. Contact Hermes direct and lodge an official complaint. If they won't talk to you, a negative report on Trustpilot may give you some satisfaction for a £6 loss.

BoGoF

snilloct1957 wrote: »

Thinking of the worst in this situation, is the Hermes courier telling the truth? There are enough stories out there of couriers throwing packages over fences and walls, and leaving stuff on doorsteps to be stolen. Contact Hermes direct and lodge an official complaint. If they won't talk to you, a negative report on Trustpilot may give you some satisfaction for a £6 loss.

Why would they talk to OP? He doesn't have a contract with them. The seller paid for their service.

theonlywayisup

snilloct1957 wrote: »

Thinking of the worst in this situation, is the Hermes courier telling the truth? There are enough stories out there of couriers throwing packages over fences and walls, and leaving stuff on doorsteps to be stolen. Contact Hermes direct and lodge an official complaint. If they won't talk to you, a negative report on Trustpilot may give you some satisfaction for a £6 loss.

There is no contract between buyer/seller and Hermes.

The contract is between the seller and Shutl. There is a contract between Shutl and Hermes, but that's not helpful to buyer or seller.