A to Z Appealed declined
Hi All
i need help with to take my case further as one of our customer requested a return through amazon and amazon has provided a return label of myhermes on our behalf, the tracking shows delivered but left outside of the building on weekend and we are closed on weekend and didn’t receive the parcel, we then contacted amazon about this and they told us to contact hermes, we contacted hermes and they said contact amazon as they are the sender meanwhile customer opened an a to z case and amazon has refunded the buyer without looking into the tracking, we appealed the case and was they declined our appeal,
we had another similiar case but we also lost the appeal on that case too as we posted the item the courier has left the item outside door and buyer opened a to z and amazon refunded we appealed and declined. two different cases same outcome on both occassions we penalised.
case 1 we posted item with hermes they delivered and left outside and lost the case.
case 2 amazon / buyer returned the item delivered and left outside of the building on weekend we haven’t receive it lost the case.
isn’t a double standard policy?
please help how can i take this case further and who to contact?
does managing director still respond?
awaiting your help.
Zeeshan
0 replies
Seller_ZQyopdiwkUHOZ
I don’t agree with it, but going by legislation, it makes some sense to have this double standard.
As the seller you aren’t deemed to have fulfilled your obligation until you’ve delivered it to the buyer. It being left outside in an unsecured location doesn’t satisfy that, even though you had no direct control over it.
When it comes to the return, legally the seller is deemed to be in possession of the return as soon as it’s handed over to the courier acting on the seller’s behalf, so once MyHermes took it, the Buyer has returned it and was due a refund.
The complaint I think you can raise and escalate to the Managing Director is for the loss of the item on MyHermes part and the compensation you’re due for the loss from that service. I think some people have eventually successfully claimed directly from Hermes in situations for loss, though, so you may just have to keep pushing with them.
Seller_NoMNQDGnEW5Bx
If you’ve got pictures of hermes delivering to outside then I’d be pushing to claim back from them, especially the one that you sent out
Seller_xUKHc5xSYJmI4
We had the same issue. We contacted Hermes senior manager explained that we do not have a contract with Hermes and therefore cannot log in to register the claim. Hermes website was not very user friendly. Hermes is Amazon MFN Tier 5 courier. We provided all the tracking numbers via email to the senior manager and they initiated a full refund. Note there are limitations to the value you can reclaim under the contract.
Seller_FEO0des6cjAyK
i used hermes for a while nearly went bust, use a better company and save yourself all the nightmares
Seller_g84uEizcbEKaK
There’s nothing you can do. Hermes are a crap delivery service and Amazon gleefully gives your money away. Put the two together and this is what you get. Just factor this stuff into the cost of doing business on this platform.
Amazon fees are circa 15%. We calculate at 20% when working out selling prices here. That 5% covers the hoop-jumping, adhering to daft policies, fraud, A-Z giveaways, etc.
Seller_ApZJy1hMukRz4
Tried Hermes for a short while a few years ago, collection centre was next door to us.
Didn’t last long, a big jump in late, and sometimes very late, deliveries, a big increase in lost packages, but at least they repaid the amount relative to the extra Insurance fee ( but that additional fee often meant Hermes were no longer less expensive compared to others, who had a higher base level of Insurance ) Life is far simpler now we don’t use Hermes, it seems most carriers upset some and not others, but in my experience, Hermes upset more people, more often than any other.
Amazed that Amazon, who claim to be after excellent Customer service actually use Hermes, but I guess the customer is not the one that suffers with a poor return service, its the Seller again.
