Hermes Tracking Problems - New delivery status causing OTDR issues
For anyone using Hermes for some of their deliveries you should be aware of a potential issue.
From about a month ago they started using a new tracking event " Secure delivery - To household".
All well and good, however looked for the first time in weeks at the On-Time Delivery Rate in delivery performance and this has started to go down.
Ran the report and low and behold every one that is listed as not delivered was confirmed by Hermes as " Secure delivery - To household" on the hermesworld.com tracking page.
Luckily this metric does not YET have a penalty, according to Delivery Performance page, which I hope is true, because the rate is likely to drop further each time the 30 day period changes in the report,
Checking even on the MyHermes site the “my parcels”, part of their own site doesn’t even recognise this tracking event.
I have a huge list now of parcels that still are showing as Active / in transit, again all of these have the " Secure delivery - To household" when checking on the hermesworld tracking page.
Ebay and sites like interparcel also do not appear to like this event. They just show the event prior to delivery and never update to show delivered.
Not happened yet, but can imagine like a previous issue with RM where Amazon weren’t recognising the tracking, they may start telling customers that their order(s) is late and to ask for refunds etc either on screen or shooting off emails
Tried raising with SS multiple times (usual ping pong saying completely wrong things for the last few days), and with Hermes which is difficult to contact / get action from at best of times…
29 replies
Seller_mBENc0rmDmw5W
I wonder if this is just another way for a courier not to have to confess to delayed delivery because of Covid19 issues.
RM has a neat trick I see of stating on the tracking that they have been requested not to deliver to an address on the designated day for next day / 24 / 48 hour deliveries, thereby avoiding any penalties from business customers.
I assume that sometimes certain depots are short staffed because of the virus.
Seller_MAo514yIz77Tl
Yip same here. Account shows not delivered but tracking number shoes delivered when you check.
Seller_GdhtcZh4jijSM
I don’t use this courier anymore. Lost 2 parcels with insurance added to them but refused for any refund. Very difficult to contact customer service, even finally have reply but keep closing my case and stated “case solved” refused their liability even both parcels clearly show tracked to driver/ depot without further info for delivery.
Seller_NoLYurmb006tq
It’s catch 22 use RM it may take a week or so to get there and may still result in A-Z use Hermes and loose 2nd day ship
Seller_NoLYurmb006tq
Anyone any alternative we have just lost our 2nd day ship now RM late delivery’s or Hermes causing account issues it’s a nightmare…
We have other couriers but these are were we get the cheapest prices for standard
Seller_1uQXRkE8FXj7u
I asp have this issue,
Seller support have not responded in 4 weeks
This does have a penalty indirectly as your delivery times offered to your buyer will be extended meaning your competitors who don’t use hermes and have a high OTDR will then start to convert sales
I have already gone to about a 7-10 day delivery time from the normal 3-5
Seller_1uQXRkE8FXj7u
Hi all
After speaking to a very nice lady i know in the hermes business team she has told me the Following
Due to the covid And the fact they could not take signatures anymore they had to take photographs so they implemented a new tracking system which allowed those photographs to be attached to the barcode a lot easier, she also said Amazon have been aware of this since day one As they also deliver a lot of parcels on behalf of Amazon
All the relevant information was given to Amazon before they implemented the change and they are aware of the issues of both Amazon not recognising the delivery and it’s showing as not delivered sometimes on the Hermes website dashboard of the seller
She also said that Hermes and Amazon have been in constant communication throughout August with regards to this issue and she was surprised that this information was not relayed to sellers she also said that the IT team have said the problems have all been rectified as of the 1st of September and looking at my defect report that could possibly ring true, but that was a bank holiday weekend so time will tell
However the fact is both Hermes and Amazon know at this issue so hopefully the problem will be rectified very soon
Seller_1uQXRkE8FXj7u
Well looks like nothing was fixed as OTD rates still plummiting.
Did anybody ever get amazon to sort it?
Seller_NoLYurmb006tq
Mine with hermes have been fine but they have been updating the system recently apparently.
Also DPD is working of two systems but supposibly just going to migrate to the new one which is no signature just photos
