Hermes lost parcel claims process - who gets the money in event of a claim payment?

quarkly

Hi, hoping this is the right place to post. Thanks in advance for any light that can be shed!

I'm involved in a Hermes claim process for a lost parcel. I returned some clothing to an online retailer (I had paid for these goods using Visa Debit). This return was free for me - just had to got to Hermes website and input the order and retailer info, then had the parcel collected the next day.  I returned in mid-July but had received no refund about a month later, so emailed their customer service.

The retailer says they haven't received the parcel. They have asked for evidence of postage which I have provided. The retailer has informed me there is an ongoing 'investigation' and have asked me to complete a Hermes claims form. From doing some research, a claims form appears to be what happens if Hermes acknowledges the parcel has been lost. I am struggling to get any clear information from the retailer and it's impossible to speak to a human being at Hermes, but from doing a quick search and reading their T+Cs for sending parcels, it seems that there is a limit to the amount Hermes will pay out in event of a claim regarding a lost parcel. £300 is the amount I've seen. The value of the goods I returned was closer to £700.

My thinking is that even though I booked the delivery, the retailer was the one who 'organised' the postage, because they have an account with Hermes so that customers can return for free. So they need to refund the customer in full and then go to Hermes for whatever compensation they can get. (And who knows - as a large company they may have their own, larger, insurance policies with Hermes as opposed to Joe Bloggs using the service once to send something expensive to a friend.)

However, I am concerned that because I am the 'sender', the issue is between me and Hermes and it is Hermes that owes me money for 'my' lost parcel. I may only receive some of what money I am owed due to claim limits. That doesn't seem right, but I am worried it is a possibility. The retailer are the ones in contact with Hermes regarding this claims process and so I do hope that I am still owed my refund from the retailer, but nobody is reassuring me of this and I have been told that the outcome of the investigation is 'a factor' into whether or not I receive a refund.

If anyone knows anything more than I do, I'd appreciate any help!

Aylesbury_Duck

If the return was organised by the retailer through Hermes, then it's at their risk (as I understand it).  I think the "investigation" is simply to establish that you haven't wilfully defrauded them by sending back an empty parcel, etc.  If the delivery has been lost by Hermes, any settlement is between them and the retailer and shouldn't affect your refund.

I assume you kept all correspondence, proof that you posted it, etc?

quarkly

Aylesbury_Duck said:

If the return was organised by the retailer through Hermes, then it's at their risk (as I understand it).  I think the "investigation" is simply to establish that you haven't wilfully defrauded them by sending back an empty parcel, etc.  If the delivery has been lost by Hermes, any settlement is between them and the retailer and shouldn't affect your refund.

I assume you kept all correspondence, proof that you posted it, etc?

Yes, I have all the emails and my tracking links as well as the calling card.

Good, that is what I think, too. I didn't mention above as didn't want to muddy the waters, but when I initially queried my refund, I had misremembered how I posted the item (long story but I thought I didn't have a tracking link) and then later stated the correct situation to them and provided evidence. So I wonder if I have been flagged as potential fraud, especially because of the amount, which is why they are dodging my questions about when I should receive my refund until they can look into it further.