Hermes lost parcel, obfuscating compensation process.

jon81uk

Who paid Hermes?

Alderbank

Looking at Paul's other threads he does seem to have problems communicating with people from whom he has bought goods or services.
This is what I think happened:

1. Paul placed an order with shop A. He got a confirmation email which included an autogenerated returns label with a unique RM number or a link to say 'If you need to return this product...'
2. He saw trainers he liked better on eBay so he cancelled the order with shop A.
3. When the trainers arrived he did not want them. He believed he had bought them from shop A so printed off their returns label.
4. Hermes have tried to process the returns fee while the parcel is in transit and been refused because shop A's computer says it is not a valid returns number. However both shop A and Hermes assume the goods belong to shop A. Hermes will retain the parcel at their depot until shop A releases payment.

Paul, if this is correct, like Anna from Hermes says you need to contact shop A and explain what has happened. Once they understand what you have done they should manage to get the shoes back to you but it was entirely your mistake and you should expect to pay the reasonable costs for this, possibly two lots of postage.

eBay have quite strict time limits for returning goods. Contact the seller via eBay and explain what you have done, that you wish to cancel and that you are trying to return the shoes as quickly as you can. Be aware though that if you don't return them in time the seller does not have to refund your money.

soolin

OP Without the information that several people , including myself have asked for no one can help you with this. Please look back through the responses and provide the information asked. 

Paul10012

I am claiming half the cost of the shoes which is the maximum allowed by the returns service I used. This process has been painful and I will never willingly use Hermes again. My advice is always use Royal Mail and always insure adequately.

For future reference, if you want to contact Hermes customers services, use this email address. The virtual chat assistant on the website is a complete dead end.

HermesCustomerServices@hermes-europe.co.uk

jon81uk

Paul10012 said:

I am claiming half the cost of the shoes which is the maximum allowed by the returns service I used. This process has been painful and I will never willingly use Hermes again. My advice is always use Royal Mail and always insure adequately.

For future reference, if you want to contact Hermes customers services, use this email address. The virtual chat assistant on the website is a complete dead end.

HermesCustomerServices@hermes-europe.co.uk

Or don't send something back to the wrong company using their pre-paid label.

Alderbank

Paul10012 said:

I am claiming half the cost of the shoes which is the maximum allowed by the returns service I used. 

Two reasons why that won't work:

1. You didn't pay for the returns service. You used it without authorisation.
2. Your shoes aren't lost. Hermes have them at their depot. Anna told you that.