Hermes return losses
Has there been any advances with how to get refunded for Hermes lost returns. We have a couple now
where 1. the item has been lost ( within Hermes ). And another where the parcel has been caught in a conveyor belt at Hermes depot and been badly damaged. Ive tried taking this up with Amazon but the case has simply been set as “Transferred”
14 replies
Seller_Nprc5XWvdLYk9
think you were lucky to get ‘transferred’
every other time we just get dismissed
Seller_xUKHc5xSYJmI4
We have three claims for Hermes for loss and no one at Hermes want to respond to emails, letter and even their own website. Really disappointing experience when the sign up to be a partner courier but do not provide the service. Their own claims process is not very helpful.
Seller_g9A9pMrqcDqa1
I’ve posted below a reply I’ve previously made on a different thread:
"I had my first return which reached the depot and then got lost. I opened a dispute with Hermes over the telephone and they said they’d ask the depot to do a sweep for the parcel and then contact me (they never do and didn’t this time).
I rang them today and they confirmed it was lost and opened a claim. I explained clearly to both the people I spoke to this was an Amazon return and Amazon will not get involved in any lost item claims. I’ve completed the claim form and submitted it but they always take up to a month to pay so I’ll update this thread when they either refund or refuse if they state only Amazon can claim.
I always telephone 0330 808 5456. You cannot use the return tracking number as the system will advise you to contact Amazon. I used a tracking number for a parcel that shows in my own account as not delivered but when you eventually get to speak to someone they ask you for the tracking number and I then give the Amazon return number."
If you need a tracking number to get past the automated system let me know and I’ll give you one. They paid out about a month later. I’ve also claimed this way for a parcel I sent using a label I bought on Amazon.
Seller_xUKHc5xSYJmI4
We have had the same experience with Hermes. I am concerned that they have contracted to supply a service to Amazon but unable to fulfil their obligations under the contract. Many sellers have experienced the same with seller support. They want to help you do have the procedures in place to resolve these issues.
Seller_g9A9pMrqcDqa1
Yes, the Hermes automated system referring you to Amazon is incorrect but they are helpful on the telephone. Unlike seller support. Hermes customer support have to respond to telephone conversations.
Seller_FqalN2Equ13mj
This was my reply to the email from Hermes once i had opened a case via the Hermes Bot and they said contact the sender:
It seems to work as their reply was a list of all the information they need to process the claim!!
Hi,
This label was purchased via Amazon Buy Shipping and supplied to the customer to return the item to us.
As you mention in your reply to our claim, the parcel has been scanned into your system and due to the amount of time passed, you have deemed it unaccounted for, im not sure why you have used the phrase Unaccounted for, but I will take it to mean Lost!!
We had already contacted our customer who used the label we purchased to return the parcel to us and they confirm that they took the parcel to a drop off point and this is bourn out in the tracking that can be seen on the tracking events page.
We also contacted Amazon, who we purchased the label through and I will copy their response below:
The buyer returned the items to you using carrier Hermes and tracking T00WLA46144*****
If the package is lost, damaged in transit or undelivered to the customer, then the liability of the loss is with the carrier. Please contact the carrier directly if you want to file a claim for the shipment. For more information about filing a claim with the carrier, visit "Carrier operational issues in Seller Fulfilled Prime":
– https://sellercentral-europe.amazon.com/gp/help/202192220.
To save you the time of copying and Pasting the link, I will copy the wording below:
Filing a claim with Hermes UK
For an item that has become lost during transit
Selling Partners must contact Hermes via Hermes Holly Chatbot to raise a claim for an order that was lost during transit and purchased through Amazon Buy Shipping, by Hermes.
- Selling Partners should state that they would like to raise a claim for an order purchased through Amazon Buy Shipping.
- Selling Partner must provide their Hermes Tracking Number, and brief description of their enquiry.
- Hermes will launch an investigation and will aim to respond within 24 hours.
- Upon completion of the investigation, in the event the items have been deemed lost, Hermes will issue a lost claim form.
- Selling Partners must provide a copy of their proof of purchase label in order to process the claim. Hermes will also request the Selling Partner’s email address (to issue claims form) and bank details in order to process the refund.
- Upon receipt of the lost claim form, Hermes will aim to process the refund within 28 days of receipt.
The instructions for filing a claim with Hermes UK for an item that has become lost during transit seem very clear!!
So hear is the important question, I have followed Amazon’s instructions for filing a claim with Hermes UK for an item that has become lost during transit, are you going to issue us a lost claim form as per point 4 above?
If not, why not, ie, do you not recognise the instructions that are on the Amazon UK website help pages?
If Amazon have put the instructions there, then I can only assume that it was in line with the Service Level Agreement that Amazon have with Hermes UK for labels purchased via Amazon Buy Shipping.
Regards
Seller_N7YdwdEFMGmuR
this is the conversation we had with Amazon via a SAFE-T claim we issued. Long story short, customer started a return, amazon provided them with a hermes label, customer sent it, hermes lost it, amazon refunded them in full, we started a safe-t claim, which they denied. Has anyone had any success with this? Us doing a claim with hermes directly is not worth the time spent for £20, the order was £250. We need a refund from amazon.