Hermes billing me for apparent underpaid postage 10KG over what it weighed

hubb

Uptown_Boy said:

Spank said:

Yes, that's what Uptown_boy was saying!

Exactly ... 5Kg each   (I thought that would be obvious).

Sorry, I see what you mean now. DOH!

hubb

Well the buyer has very kindly got back to me with photos of them in her scales as evidence I will provide if required to strengthen my case. 

mikb

... I predict that will be more "evidence" than Hermes will ever scrape together.

greyteam1959

Well my money is on Hermes's not backing down & admitting they are wrong.

HazySaver

I have exactly the same problem with UPS. They are claiming that my parcel was three times as long as it was, and weighed 40 kg instead of 3! Luckily the recipient still has the box, but it contained things like chocolates so I can't prove the contents. I want to warn everyone to take photos showing the size of a parcel and on the scales before using a courier.

IvanOpinion

hubb said:

Well the buyer has very kindly got back to me with photos of them in her scales as evidence I will provide if required to strengthen my case. 

Is that the cats or finials?
Please let us know what Hermes says.  I am guessing they have changed the weight against the wrong consignment.

hubb

I had this email today without me sending the evidence of the Ebay buyer's photos of the scales. It was followed by a cancelation of paypal invoice from them too shortly after.

Because of the large volume of parcels we process daily, currently in excess of a 2.2 million parcels daily there will always be occasions when parcels become entangled or one parcel gets obscured by another, especially if it’s a small/lightweight/unusually shaped  item.

 

That then causes a misreading of both parcel weights and generates an automatic email to the shippers.

 

That would appear to be the case in this instance.

 

These volumes mean that we cannot actively monitor tracking on every parcel in our network and as a result we operate a Self-Help system for customers and it is the responsibility of the shipper to contact us when they identify an issue or disagree with a decision which has been made.

 

When we are advised of a disagreement we are always happy to reconsider a decision. That being the case I am more than happy to waive that invoice for you.

 

Please accept my very sincere apologies for the inconvenience that the issue of this invoice has caused.

mikb

Good result. Print and frame that. It may be worth something some day!

in_my_wellies

I'm pleased you have a good result
I have had the same problem and was also fortunate that the buyer was kind enough to send a photo using their scales.
I always take a photo now with the item on scales and with a ruler to show size

Apparently you can also be charged an excess fee for poor packaging - if the box becomes crushed or broken.  I think this may have been the cause of one of my excess invoices. The delivery driver said the box was broken and it was lucky he was able to deliver it. Then next day I got the invoice for excess weight. I won the appeal but did wonder if someone had pressed the 'over weight' button rather than 'broken package' button. I would have appealed that too as I certainly didn't post a broken package  

hubb

Makes me wary of using them again though. I might just go for Facebook marketplace pickup only or Shpock for future selling.