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moonpenny
moonpenny Posts: 2,541 Forumite
Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
in Ebay, auctions, car boot sales, post & parcels
Had a message from buyer (through ebay) that they have not received parcel.
Hermes tracking says out for delivery on Thurs and delivered on Sunday night. Signed by customer but I didn't pay for Sig.

Did online chat with hermes who said it wasn't signed for but couldn't tell me where it is and are now investigating.

Asked buyer to check neighbours and outhouses etc and relayed that they are investigating but would take about 4 days.
Is there anything else I should be doing or do I just have to sit tight and see what they come up with.
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Comments

  • soolin
    soolin Posts: 74,955 Ambassador
    Part of the Furniture 10,000 Posts Photogenic Name Dropper
    You don't need a signature for eBay unless the item was expensive, I can't remember the figure any more. If buyer opens an INR then you will win with your online proof of delivery.

    However, Hermes do have a habit of losing items even when showing delivered, so keep on at them to provide mor do fo, at least they should be able to let you know if parcel was handed over or just left, and if left then whereabout.

    DPD recently left a parcel of mine under my car in a torrential downpour when I was actually away overnight, I was surprised to find it still there the next day, completely soaked through and spoilt, but not stolen!
    I’m a Forum Ambassador and I support the Forum Team on the eBay, Auctions, Car Boot & Jumble Sales, Boost Your Income, Praise, Vents & Warnings, Overseas Holidays & Travel Planning , UK Holidays, Days Out & Entertainments boards. If you need any help on these boards, do let me know.. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com.All views are my own and not the official line of MoneySavingExpert.
  • Dox
    Dox Posts: 3,116 Forumite
    1,000 Posts Third Anniversary Name Dropper
    soolin wrote: »
    You don't need a signature for eBay unless the item was expensive, I can't remember the figure any more.

    Currently £750.
  • moonpenny
    moonpenny Posts: 2,541 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Item was under £30 and I didn't pay for a signature.
    Was a bit confused when online chat said it wasn't signed for but couldn't tell me who's signature the courier got.

    Although I have got "proof" of delivery via tracking I still feel responsible for buyer not getting what they paid for.
  • theonlywayisup
    theonlywayisup Posts: 16,032 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    moonpenny wrote: »
    Item was under £30 and I didn't pay for a signature.
    Was a bit confused when online chat said it wasn't signed for but couldn't tell me who's signature the courier got.

    Although I have got "proof" of delivery via tracking I still feel responsible for buyer not getting what they paid for.

    As far as the ebay case is concerned, you should get it closed in your favour in view of the tracking and then help the buyer separately.

    As POD shows delivery, then your account is protected. If the buyer is adamant they have not received the parcel you should contact the carrier and dispute the delivery.

    If the carrier refunds you can refund the buyer. Let the buyer know you will be assisting them.
  • moonpenny
    moonpenny Posts: 2,541 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Buyer has sent message saying she has spoken to Hermes and parcel is lost.
    I have just finished online chat with them and it is being investigated and have to wait till they get back to me. They never said parcel was lost.
    How can they tell buyer that but I can't get anything out of them other than an investigation.
    I am a bit torn about the right thing to do. Do I issue a refund or sit it out till I hear back from Hermes?
  • theonlywayisup
    theonlywayisup Posts: 16,032 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    moonpenny wrote: »
    Buyer has sent message saying she has spoken to Hermes and parcel is lost.
    I have just finished online chat with them and it is being investigated and have to wait till they get back to me. They never said parcel was lost.
    How can they tell buyer that but I can't get anything out of them other than an investigation.
    I am a bit torn about the right thing to do. Do I issue a refund or sit it out till I hear back from Hermes?

    The right thing to do, is to protect your eBay account first (get the case closed in your favour). Then, you help the seller. I normally explain that the case will close but regardless of the outcome you will dispute the courier delivery. Dispute the delivery with Hermes and wait to see what they say. If they refund you can, if they don't, you don't.
  • moonpenny
    moonpenny Posts: 2,541 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Buyer has not opened a case yet, just sent messages to me through ebay.
  • theonlywayisup
    theonlywayisup Posts: 16,032 Forumite
    Part of the Furniture 10,000 Posts Name Dropper Photogenic
    moonpenny wrote: »
    Buyer has not opened a case yet, just sent messages to me through ebay.

    Add the tracking ref to the sale and to any case when/if it's opened.

    Reassure your buyer that you will dispute the delivery with the courier.

    Email,livechat or social media contact with Hermes and dispute delivery.

    Wait to see what happens.
  • moonpenny
    moonpenny Posts: 2,541 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Thank you theonlywayisup.
    I always add the tracking when I post item.
    I have kept the buyer informed about investigation but feel frustrated with Hermes as I don't do social media so have to rely on live chat. I think it is disgusting that you can't talk to someone on the phone.
  • janb5
    janb5 Posts: 2,696 Forumite
    Part of the Furniture 1,000 Posts Name Dropper I've been Money Tipped!
    Hi,

    Forget live chat- they have no clout whatsoever and it is very stressy.

    Email carole.woodhead@hermes-europe.co.uk and also customer.relations@hermes-europe.co.uk

    The first contact has left but the address is still being used for complaints. They usually ring from a premium line number.

    Explain the situation and says you need them to check with the depot etc. The waiting time for a refund is usually about 5 days but they did mine immediately ( possibly as they wanted to get rid of me! I pointed out that waiting a long time for a refund was disadvantageous for both the customer and me.

    Hope it works out well for you.
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