Hermes Parcel shop tracking not working

kalsha

Seems there is a problem at Hermes parcel shop tracking.  They are not accepting parcels as scanners are not working.  Been to 2 parcel shops this morning before I realised that it is not just a local problem.  So anyone thinking of dropping of parcels today, save yourself a journey.     Also if anyone finds that they have started to work again, please report here.

soolin

Some where or other someone has posted an announcement - it might be on the ebay community boards if it isn't on here. Apparently they have had a major issue and several days parcels have not been scanned and  have not been delivered as the lack of scans basically loses them from the system. This was a few days back and I will see if I can find it.

If this has happened again then it might be worth avoiding them until we know their system has been fixed. 

**woody123**

I also took a Hermes parcel to a shop this morning and he told me that Hermes scanners were down so he couldn't accept it.

It's an amazon return.  Do you know if I could cancel the return and redo it with the post office. Obviously I wish I had done with the post office to start off with now.

sue1976

I returned a parcel via Hermes  around 4pm this afternoon without any problem. 

rose_sparky

Can someone please advise how to find and submit a claim form to Hermes.
i have three missing parcels due to their label error as mentioned above. I’m getting emails addressed to the recipient saying it’s in transit, never had that before, it’s a massive c*ck up.
buyers are wanting refunds and I don’t want negative feedback so will probably comply.
I’m housebound so pay extra for parcels are collected from me.
Automated on line chat is a waste of time just telling me parcel has been collected and phone lines are impossible 

custardy

rose_sparky said:

Can someone please advise how to find and submit a claim form to Hermes.
i have three missing parcels due to their label error as mentioned above. I’m getting emails addressed to the recipient saying it’s in transit, never had that before, it’s a massive c*ck up.
buyers are wanting refunds and I don’t want negative feedback so will probably comply.
I’m housebound so pay extra for parcels are collected from me.
Automated on line chat is a waste of time just telling me parcel has been collected and phone lines are impossible 

The process is listed here

https://support.myhermes.co.uk/app/answers/detail/a_id/471/~/submitting-a-claim#gs=eyJndWlkZUlEIjoxOSwicXVlc3Rpb25JRCI6MSwicmVzcG9uc2VJRCI6MSwiZ3VpZGVTZXNzaW9uIjoiZjhKVzQ5TG8iLCJzZXNzaW9uSUQiOiJmOEpXNDlMbyJ9

8. How to make claims for compensation
8.1	You must notify us in writing of any claim for Loss or Damage or Late Delivery within 28 days of the date of the relevant Order. If you fail to do so, we will not be liable to you for it, except where you are able to prove that it was not possible for you to notify us of your claim in writing within this time limit.
8.2	When we receive your claim for Compensation, we will require you to back up your claim by providing us with any relevant information about the relevant Parcel and or Goods including without limitation:
8.2.1	proof of the Parcel's dispatch;
8.2.2	estimates for the repair of the Goods;
8.2.3	proof of the value of the Goods;
8.2.4	the cost price of the Goods and related proof including receipts; and
8.2.5	details of the weight, size, volume and nature of the Goods.
8.3	In the case of alleged Damage, you must ensure that the Parcel, its packaging and the Goods are held for inspection at the Delivery Point.
8.4	We may make any investigations that we think are necessary to check out any claim.
8.5	Any claim for Compensation must be made on a properly completed Claim Form. You must send this Claim Form to us so that we receive it within 14 days of the date that we provided it to you.

rose_sparky

Blimey.
And this is their admitted mistake?