Customer says item not delivered

brightondave

I sent an Ebay item worth £77 via Hermes to a customer whose address was a Worldwide Express Company in Basildon, after 6 days the customer has asked for delivery confirmation as he hasn't received it.
Hermes on their system state that it was delivered and give a date and time.
I paid extra for a signature and extra for the value of the item.
They say to me after my complaint asking them for a signature, or these days a photo and all they replied to me was a stock email (see pic)  totally not understanding my question
A parcel doesn't get lost after it has been delivered?
So in essence after a bit of investigation I find that the customer has the same mobile number as the company phone number on the internet it was delivered to.
So, surely Hermes have to be forthcoming with a photo or a signature?

olgadapolga

brightondave said:

I sent an Ebay item worth £77 via Hermes to a customer whose address was a Worldwide Express Company in Basildon, after 6 days the customer has asked for delivery confirmation as he hasn't received it.
Hermes on their system state that it was delivered and give a date and time.
I paid extra for a signature and extra for the value of the item.
They say to me after my complaint asking them for a signature, or these days a photo and all they replied to me was a stock email (see pic)  totally not understanding my question
A parcel doesn't get lost after it has been delivered?
So in essence after a bit of investigation I find that the customer has the same mobile number as the company phone number on the internet it was delivered to.
So, surely Hermes have to be forthcoming with a photo or a signature?

Clearly, Hermes don't have any evidence, that's why they've sent you a link to a claim form. Complete the claim form and in about a month you'll be compensated for the item and the courier fees.

born_again

If hermes have proof it was delivered to "Worldwide Express Company" who I take it are another company who sends good overseas (where did the buyer live?) then I would say you are covered.

No courier takes signatures, and has not done so since Covid hit. Best you get is a picture of delivery location or a GPS track.

sheramber

But do they have proof of delivery?

They say they cannot locate it so are accepting it has been lost before delivery, not after.

  

born_again

sheramber said:

But do they have proof of delivery?

They say they cannot locate it so are accepting it has been lost before delivery, not after.

  

>>>Hermes on their system state that it was delivered and give a date and time.<<<

Can only go by the information given.

Form could be a generic one give the OP had insurance.

mtaylor03

Hermes are the worst at delivering I keep getting messages saying no one was at home, but in fact i am working from home! This is happening many times, they are using this as an excuse for not delivering!

sheramber

Have no problem with Hermes at my current address. Packages arrive in the time shot given.

However, at my last address it could take a week to get a delivery. it was shown as delivered when given to the driver , but as it was a rural area he only came once a week despite us being one  of the two main routes.

The more rural areas  had no idea when they would get their delivery as he kept them until he had a few, to make the journey worthwhile.

macman

What is relevant here is the level of proof that Paypal will require to prove delivery. If that doesn't meet the required standard, then Paypal will reclaim the amount from you, should the buyer raise a claim. 

soolin

macman said:

What is relevant here is the level of proof that Paypal will require to prove delivery. If that doesn't meet the required standard, then Paypal will reclaim the amount from you, should the buyer raise a claim. 

PayPal will take online proof showing the item was delivered. They do not require signatures or photos for a £77 item.