Parcel broken by Hermes - how to refund buyer?

Despite me doing what I thought was a sterling packing job on an item (two boxes and bubblewrap), Hermes have managed to damage a parcel to the point that it couldn't be delivered.
What's the best process for me to refund the buyer - do I ask them to submit a INR case? Or just refund?
I don't want to keep them waiting, but I'm not sure where I sand on defect risks / loss of FVFs.

Replies

  • edited 19 February 2020 at 11:15AM
    jigglypuffyjigglypuffy Forumite
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    edited 19 February 2020 at 11:15AM
    See how long the buyer is willing to stall on their refund and work with Hermes to get your compensation.

    Once buyer requests refund, give it to them via ebay refund which should give you back all your paypal and ebay fees minus 30p for paypal, and then work on the compensation yourself with hermes.
  • soolinsoolin Forumite, Board Guide
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    Despite me doing what I thought was a sterling packing job on an item (two boxes and bubblewrap), Hermes have managed to damage a parcel to the point that it couldn't be delivered.
    What's the best process for me to refund the buyer - do I ask them to submit a INR case? Or just refund?
    I don't want to keep them waiting, but I'm not sure where I sand on defect risks / loss of FVFs.
    You can do it one of 2 ways to avoid a defect. Either get buyer to open an INR and refund through the case immediately returned refund the PayPal payment and cancel the transaction on eBay citing buyer requested. 

    I’m not sure per the previous advice, that I would push the buyer to wait , if it is obvious they aren’t going to get the item then refund with apologies and explain the situation and hopefully you will avoid any issue with feedback. 
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
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  • RainbowDropsRainbowDrops Forumite
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    Thanks Soolin, I'll ask them to open an INR case and refund ASAP
    Already submitted a claim to Hermes.
  • edited 19 February 2020 at 7:52PM
    jigglypuffyjigglypuffy Forumite
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    edited 19 February 2020 at 7:52PM
    soolin said:
    You can do it one of 2 ways to avoid a defect. Either get buyer to open an INR and refund through the case immediately returned refund the PayPal payment and cancel the transaction on eBay citing buyer requested. 
    Can you cite buyer requested to cancel transaction even if a buyer did not request cancellation?

    Last year I cancelled a sale on ebay due to a problem with a buyers address and I received a defect for it.  Not sure how he managed to give me a defect.
  • soolinsoolin Forumite, Board Guide
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    Csoolin said:
    You can do it one of 2 ways to avoid a defect. Either get buyer to open an INR and refund through the case immediately returned refund the PayPal payment and cancel the transaction on eBay citing buyer requested. 
    Can you cite buyer requested to cancel transaction even if a buyer did not request cancellation?

    Last year I cancelled a sale on ebay due to a problem with a buyers address and I received a defect for it.  Not sure how he managed to give me a defect.
    It should not be possible to get a defect for cancelling due to problem with buyers address, are you sure it was that transaction that resulted in a defect? 
    I'm the Board Guide for the Ebay Board , Charities Board , Dosh & Disability , Up Your Income and the Local MoneySaving-England board which means I volunteer to help get your forum questions answered and keep the forum running smoothly. However, do remember, board guides don't read every post. If you spot an illegal or inappropriate post then please report it to [email protected] (it's not part of my role to deal with this). Any views are mine and not the official line of MoneySavingExpert.com
    New to Forum? Guide
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