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Hermes Lost Parcel - Advice Please.

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Bit of a long shot I know, but has anybody on here sent a parcel through Hermes that has not been delivered? I am wondering how easy it is trying to get compensation?

A little background-

I got one of those dreaded eBay messages from a buyer this morning telling me he had not received the parcel he had purchased 9 days ago.

If it were a couple of quid I'd just put it down to bad luck and write it off. However, we are talking £130 worth of Lego, which as you can imagine I'm not happy at the thought of losing.

I will probably end up refunding the buyer later tonight or tomorrow, luckily I paid a bit extra when I purchased the postage so I am covered for the full amount. But I am hoping somebody on here has had a positive experience in trying to claim from Hermes and that it's painless and prompt.

blacklabrador
1 month ago
What do you think of this?
Ann1984
Ann19841 month ago

I had similar with my hermes where they left parcel behind someone's bin. Take it up with ebay too so your covered maybe this buyer has the lego but because no sign in needed at moment maybe my hermes forgot. Your covered both sides then with proof you sent don't refund until eBay gives go ahead.

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blacklabrador
blacklabrador
Original Poster
1 month ago

I'll see what eBay have to say, that actually hadn't crossed my mind.

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Ann1984
Ann19841 month ago

blacklabrador your welcome alot of this goes on with ebay always have tracking numbers proof posting etc

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mso
mso1 month ago

If you paid extra to be converted for the full amount them I’m sure you have a tracking number. What does it say when you track your parcel? Does it state that was delivered or still on the way? In current situation 9 days it’s not that long for delayed parcel. I’m not sure if you totally responsible to refund the buyer just yet. If I was you I would contact eBay and Hermes first to see where you stand. Best of luck

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blacklabrador
blacklabrador
Original Poster
1 month ago

The tracking only goes to the day after I sent the parcel, it says "arrived at senders local depot" since then there is no tracking. And since i spoke to the Hermes chatbot the tracking number is no longer being recognised. I'm glad I got screen grabs while it was still active.

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mso
mso1 month ago

This doesn’t seem to me that they’ve tried to deliver the item just yet blacklabrador! I would try to give them a call instead, the chatbot is totally useless in my opinion, I never got anywhere with that.

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blacklabrador
blacklabrador
Original Poster
1 month ago

mso Thank you, yes I think a call is the way forward, see what they have to say.

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mso
mso1 month ago

Best of luck blacklabrador 🤗 and let us know how this ends. And most importantly don’t refund the buyer just yet, give yourself the time to sort this out.

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Nino786
Nino7861 month ago

Be patient, it always turns up a few days later

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AgnesFaludi
AgnesFaludi1 month ago

Did u checked the roof? garden? bins?

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blacklabrador
blacklabrador
Original Poster
1 month ago

No I've asked the buyer and absolutely no sign of it.

I am fairly confident it has been lost as the tracking stops 9 days ago.

Image

I have contacted Hermes and they say they will get back to you within 24 hours, surprise surprise that time frame has been and gone and not heard a peep.

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Glitterandgold
Glitterandgold1 month ago

Just going to echo mso Don't refund the buyer yet. Speak to Ebay & Hermes. As long as you have tracking (which you do) it's not unknown for ebay to refund the buyer where parcels dont arrive. Different if theres no tracking but you should be covered, as you do.

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Dennab
Dennab1 month ago

If it's not tracked to the buyer's address, tell Hermes and they will refund you. I found them easy to deal with when an item was damaged. Explain the situation to your buyer and advise them to speak with eBay if they do not accept your response. The Lego is probably on its way to a physical auction. That's where 'lost' Hermes parcels end up.

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