Hi All,

Really need some help, and saw a story on Hermes before on this website.

A few weeks ago I sold a toaster on eBay (£26 + £6.67ish delivery including insurance up to £26) i got a message from the buyer stating it had not arrived with them, but the tracking shows it had been left in a porch (on the 23/09/19), which she told me she doesn't have. I went onto the Hermes website (same day), went through the assistant and got an image of a bush as the POD.

Eventually got through to a person, I think who told me they would contact the courier, i waited a few days and no response, went through the process of going through the chat again to be told they have escalated it and would send a manager or someone to talk to the driver, gave it a few days again to have to contact them again and get told that they could not contact the driver. Yet again I was asked to wait 72hrs for it to be investigated, i waited until Thursday and sat in a queue for 2 hours to finally get through to someone, my door bell went and I asked them if they could wait for 2 mins and I'd be back, came back to find a "hello, are you still there?" and a chat disconnected message, I did not have time to go through the process again that day.

Yesterday I tried again, finally got through after another 2hrs of waiting, got disconnected from the chat but received an email saying I needed to get the buyer to fill out and sign a form to submit, since a delivery scan had been performed (to the bush....). I have messaged the buyer but so far no response.

I went on the live chat again this morning just to ask the question of what if the buyer does not respond to my request. I was told that without the form they will not refund me, even when I mentioned that there is an image on their system of a bush (can't see the parcel) and how that is classed as a porch they are still singing the same song.

Where do I stand on this? I have already had to process the refund to the buyer due to the time that has passed, eBay would have stepped in by now anyway and refunded if I hadn't.

Any help would be appreciated on this, it has been causing me a great deal of stress, as due to refunding the item I am now in my overdraft, I have been selling to try and raise funds to pay of debt. I have never had such an issue with a courier before when something goes missing, especially when there is an image showing how badly the driver has messed up.

Thanks,