Hermes not delivered package
Hi can someone please advise what i should do if the carrier does not deliver my parcel to a customer and now my customer is asking for a refund
3 replies
Seller_NoMNQDGnEW5Bx
Is it definitely not delivered? What does the tracking say and when should it have arrived?
Seller_77IcbQKVGdZo0
You will need to raise an incident with Evri via the Chat Bot and they will investigate the missing parcel.
They will say that you shouldn’t refund the customer until the investigation is complete and they have confirmed the parcel is lost. However the customer can raise an A-Z for the parcel and will win if the parcel is not shown as delivered.
It is a tricky one but I would look at the last tracking update, how long ago was that. If it was only a day or so ago it is likely the parcel will still be delivered. You will have to ask the customer to wait and hope they don’t raise an A-Z.
