Buyer opened a case as item not received but dropped off at Hermes parcel shop

hubb

This is infuriating as I sent an item to an Ebay buyer via Hermes. I dropped it off at the parcel shop on the 8th march but the status still shows "dropped it off at the parcel shop - collected" so since last Monday there have been no updates. Whoever picked it up failed to send it on. The buyer wants a full refund, but this is no fault of my own. Can I send proof back to Ebay to show this error is with Hermes as this seems unfair on myself ? I have proof of the status on my Hermes account.

I have just tried to use Hermes useless autobot chat but it goes round in circles. This is the best I can get out of it with no option to speak to a real person.

OK, this is the latest update I have for the parcel 8th of March @ 11:41 We've got it Your sender has dropped the parcel off at their local ParcelShop and it's waiting to be collected by our driver Sent by Hermes

the_lunatic_is_in_my_head

If the buyer hasn't received the item they can open a not received case once the ETA has past.

In order to win the case you need proof of delivery.

If the item hasn't been delivered the buyer should be refunded (as it's no fault of theirs) and you can claim from the courier (as you have the contract with them for delivery). 

soolin

hubb, you know the answer to this you aren't new to ebay or online selling, if buyer has not received their item you need to refund, but make sure you do it properly through a case to get your ebay FVFs back and as it is only a week I wouldn't refund too quickly as there is still time. You then chase it up with the courier and try and retrieve your parcel or make a claim for lost item. Have you tried asking the shop if they have any uncollected parcels or whether they might have missed it when handing things over to the collection courier? 

hubb

 Just phoned the shop and they don't have anything anyway that has been left. I have messaged the buyer (via the claim response) to ask if they give me more time to sort it out. I go to Hermes chat and get that useless Holly bot. I then phone their helpline and am told by a recorded voice to contact (you guessed it) Holly on their chat facility. Basically, there is no way to claim or enquire with Hermes when a parcel has got lost without chatting to that useless bot.

[Deleted User]

hermessupport@myhermes.co.uk

someone posted that email address the other day, not tried it myself but could be worth a go? 

You could also try resolver? 

MR1988

It looks like the parcels has not been passed on from shop to courier or the courier did not scan it from shop when picking it up.

The Hermes chat function is a mess to get around it so I'd suggest email them at the above address and give them all the details so they can look into it. Finally, it's not your fault so if the parcel got lost between shop/courier then Hermes should refund you for your claim. I would suggest kindly ask the buyer to give you some time to chase this up, it's still early so you should have some time before having to refund them.

hubb

MR1988 said:

It looks like the parcels has not been passed on from shop to courier or the courier did not scan it from shop when picking it up.

The Hermes chat function is a mess to get around it so I'd suggest email them at the above address and give them all the details so they can look into it. Finally, it's not your fault so if the parcel got lost between shop/courier then Hermes should refund you for your claim. I would suggest kindly ask the buyer to give you some time to chase this up, it's still early so you should have some time before having to refund them.

Thanks, I will try Resolver as I haven't heard of them. The buyer has graciously given it till Friday for it to arrive but I hold no hope as it has already been a week. Hermes are great when they are running ok, but when things go wrong it's a nightmare. Suffice to say I will be selling more on FB marketplace in the future.

hubb

Well, even Resolver hasn't budged them as their response was....you guessed it....to go to their help page with the annoying chat bot

Ms_Chocaholic

Have you checked the tracking number on the Hermes website and not just via the tracking link on Ebay.

hubb

Ms_Chocaholic said:

Have you checked the tracking number on the Hermes website and not just via the tracking link on Ebay.

As stated above, yes.

Since Resolver, Hermes have come back to me twice admitting it must have got lost and I can submit a claim form from a link in their response. I click on the "lost claim form" link and it brings me to a blank page with the message "Oops, the page you’re trying to reach is no longer available." 
I have since responded to Resolver stating this link does not work and Hermes have responded with exactly the same reply with the same useless link.
Utterly exasperating!!!

MR1988

Yeah, it's very bad when things go bad with Hermes. They've lost a parcel of mine last year and had to claim my insurance of £100 + postage back. It was very annoying and ever since I started using DPD instead as they have actual people you can chat to if things go bad. Thankfully, everything went smoothly since.