Hermes delivery issue
Hello,
I hope someone here can help me.
I purchased some Hermes labels using the Amazon buy shipping service. One of the parcels currently shows as having been delivered but the customer advises that they have not had the item. I’ve done the usual checks asking them to try with neighbours and check safe places et cetera. The customer lives in a complex that has CCTV and apparently CCTV has been checked and no vans to meet any deliveries on the day that Hermes say they posted the item.
As I purchased the item on Amazon Hermes will not speak to me directly and advise that I need to contact Amazon in order to get support and investigate what is happening with this parcel. I was hoping that I’d be able to get the proof of delivery and maybe find that the parcel had been delivered to a neighbour, or put in an unusual safe place.
I contact Amazon seller support who advised I need to contact Hermes. They also advise that they have no way of contacting Hermes themselves and are unable to think of any department that would be able to do so.
It seems that Amazon have started to sell a service without realising what is required in order to support it. As a seller it seems that I am going to be stuck either resending or refunding the order with no way of making a claim for my loss of goods or the money spent on postage.
Thankfully the customer is responding to messages and seems to be happy that I am doing all I can in resolving this, so as long as I don’t hang about sending out replacements I’m sure that this won’t result in an A-Z claim at this time.
Does anybody here know of any way that I may be able to get this parcel investigated? I am resending today but it would be nice to try and at least reclaim some of my losses for the original.
I am aware that there were problems over the weekend with Hermes and perhaps this is what caused the confusion with tracking. However the parcel is now late anyway and so I really want to get this sorted out.
31 replies
Seller_RaTODIi1yv0Eu
If you do a search of the Forum, you will find numerous threads regarding this issue.
I’m afraid that it’s just another case of AMZ abrogating all responsibility.
Seller_Hzp8CMWaCk46F
According to the MD’s office this is the correct procedure.
After contacting an internal department we found below resolution:
Hermes UK is responsible for the refund/investigation into order…
Use below as guidance:
- Seller should state that they would like to raise a claim, for an order purchased through Amazon Buy Shipping, via Hermes Holly Chatbot.
- Seller need to provide a copy of their Proof of Purchase label in order for Hermes to process the claim.
- Once Hermes Customer Service have verified the order and individual raising claim, Hermes will send Selling Partner a claims form asking for Selling Partner’s bank details in order to process refund.
Please, follow above mentioned steps. If they decline and request that you contact Amazon. Provide as much evidence as possible, until then the above mentioned steps is the only path forward currently available.
Have a lovely day.
I followed the instructions and asked to submit a claim and they are currently “investigating” the email address to contact them on is 
Seller_xUKHc5xSYJmI4
I would like to stress the claim you have is with your courier. Recommend following the courier claims process. In the search engine type How do I submit a claim for a lost or damaged parcel? - Hermes and follow this process may save you a lot of time.
Sometime ago we used to use Hermes and had no problems following their claims process.
I have read in the forum sometime back Safe-T Claims maybe your claim falls under the heading? Click on the magnifying glass and type Safe-T Claims for further information.
Seller_K0MZK93UT63M5
I send lots of parcels with Hermes and occasionally one gets marked as delivered when it hasn’t been. Usually the parcel is actually delivered a day or two later though.
Seller_bbNvKccaSLZUp
put the tracking number in Hermes and then the post code. Hermes take photos of the delivery
Seller_dKD6Hgh85NK0l
I use Parcel2Go to buy Hermes deliveries - if there is a problem ( rare for me with Hermes ) you take it up with P2G and they sort it out or refund you.
You are paying Amazon for a service they need to meet their obligations as a seller!
Seller_xUKHc5xSYJmI4
Just to let you know we have had instance where the parcel was delivered to the wrong address. The photograph of the front door did not match the customer door. I would contact Hermes quoting the tracking information and ask them to look into the matter following their claims process.
Seller_R6zozjz42JNIR
Hi, I used to be a hermes courier and unfortunately I can tell you that you will never be able to resolve this issue. I had a similar experience with them myself in that I returned an item to sender for refund and i had paid extra for a signature knowing what they are like as a company and still the item never showed up! It had been marked as put in a safe place even tho I had paid for a signature. The company is designed in a way that you can’t contact them to get a refund even tho you supposedly have cover for missing parcels. The couriers are treated very badly by the company too unfortunately. I would never use them again
Seller_cdjAIgXK4lvyI
My company has used Hermes in the past, the best advice i can give you is not to use them. They seemed to lose a disproportionate volume of parcels, when compared to other couriers. The no1 issue we had was their awful communication, they are faceless and unhelpful. This is my experience of course and not a generalization. Advice - leave well alone.
Seller_N6W2JN3zT9b0k
It is usually the contract holders responsibility to open a claim or contact the parcel company.
If you book direct with Hermes you would need to contact Hermes.
If booked through Amazon they have the contract with Hermes, so they should contact Hermes.
If you were to use a parcel broker like Parcel2go to book Hermes you would need to contact Parcel2go who in turn contact Hermes.
So many of the companies try to pass the buck, not our problem you need to contact the courier. Then then send you back.
