Refund from Hermes?

apricotcrush

I sold a fairly large and heavy item on eBay, the buyer paid and I paid Hermes for the shipping.  Two hours later the buyer messaged asking to cancel the order as he had bought the wrong item.  I arranged the cancellation with eBay but am now left out of pocket for the shipping charge.  I have tried to cancel the order with Hermes and get a refund, but I am going round in circles trying to find out how to do this.  Their 'virtual assistant' is useless and their phone number doesn't answer.  I can find a refund page on Hermes International but this asks for an order number which begins with HRM and I do not have an order number on the email or in 'my orders' on the website.  Can anyone help?  TIA

olgadapolga

apricotcrush said:

I sold a fairly large and heavy item on eBay, the buyer paid and I paid Hermes for the shipping.  Two hours later the buyer messaged asking to cancel the order as he had bought the wrong item.  I arranged the cancellation with eBay but am now left out of pocket for the shipping charge.  I have tried to cancel the order with Hermes and get a refund, but I am going round in circles trying to find out how to do this.  Their 'virtual assistant' is useless and their phone number doesn't answer.  I can find a refund page on Hermes International but this asks for an order number which begins with HRM and I do not have an order number on the email or in 'my orders' on the website.  Can anyone help?  TIA

Firstly, when did you pay for the courier? If it was today, then you have until 10pm to cancel the shipping label. If it wasn't today then you'll have to ring customer services on Monday, as soon as their call centre opens and be prepared to wait to speak to someone.

Secondly, if you ordered the shipping label today, which site did you use? The "classic" Hermes site or the new one? The classic site is easy to initiate a refund on but I'm not sure how with the new site as I don't use it. 

If all else fails, you could try social media but not sure how successful that would be.

apricotcrush

Thank you for your reply.  It was yesterday, and I spent two hours trying to cancel it and gave up in the end.  It was the new site.  I'll try the classic one as you suggest.  Do you know the number for their call centre if that fails? Thanks again.

olgadapolga

You'll need to ring them. The number is on their website.