Item was delivered, but buyer said NOT RECEIVED
I received a buyer’s message on 4 December.
Purchase date
10-Nov-2021 03:17
Ship by
11-Nov-2021 07:59
Deliver by
27-Nov-2021 07:59
This item was delivered on 24 November 2021.
Buyer said 04-Dec-2021 18:24
I have not received that delivery, when they tell me expected to come 3th December. It’s the second one delivery which I have not received this month. What it’s wrong with you Amazon?
My message to the buyer 05-Dec-2021 16:30
Dear Customer
Thank you for contacting us.
I am sorry to hear you that you didn’t receive / find the parcel.
I checked the tracking information, this parcel was marked delivered on 24 November 2021.
This parcel is dispatched by Yun Express ( From China to the U.K, and myHermes (From the U.K to your address)
Yun Express tracking id: YT2131621272091842
myHermes Express tracking id:H00RVA0079309533
You can find the delivery picture and delivery GPS picture on myhermes site.
Would you mind asking if your family members or your neighbors helped you received the parcel?
You can contact me again if you have done this and still have not found the parcel.
The attachment is the tracking information on Yun Express and Myhermes site.
Thanks
Buyer said 05-Dec-2021 20:11
Hi Kate,
I saw proof that this package had been delivered, but unfortunately I did
not receive it. The picture shows that he was delivered to the entrance on
the porch, but we live on the 2nd floor and that day the courier did not
ring the doorbell, because I was at home all day and unfortunately someone
else took him.
That’s why I want to return the money or resend it again, and you complain
to Hermes, because it’s not normal to leave it on the ground floor, he
should be to go up to the 2nd floor and call to open to pick up the package
. My problem now is that I paid for something I didn’t receive and I don’t
want to complain or review you badly because basically I didn’t receive the
package .That it’s not normal.
Best regards,
Lucian
Hi Kate,
And one more thing, why didn’t Hermes send me an email that he delivered it
right after I delivered it, that I would have seen the email and come down
to pick it up. It’s not normal to find out on December 5th that the package
was delivered from November 24th, given that it says on the Amazon website
that the delivery is estimated at December 3th?
I’m very upset about this, especially since this order was a gift for the
Christmas holidays.
Best regards,
Lucian
35 replies
Seller_bhSWqoVh7Pn98
Hermes are a useless courier, and the Buyer is likely to be correct unfortunately.
It could be the Buyer found it on the ground floor, or someone gave them the parcel, and want the item for free of course, but how are you going to prove that.
If you check the Buyers address, if they are in a Flat/Apartment (on ground or on the upper floors), then the courier is supposed to get the Buyer to come to the outside ground floor, front door to take the parcel. BUT, if the driver cannot be bothered and just leaves it at the front door, then anyone can take the parcel. Sometimes, there is a place to put parcels just inside the front door and people then find their parcels, but this is always a problem, as they just say not received, I am sure Buyers know this and gain many free items.
On the Hermes website, is the photo of a person taking the item? - eg feet of the person taking the item?
You need to contact Hermes and ask for the driver to give more details, I would inform that to the Buyer, as then if they are just trying to get something for free, they may they say item received, but Hermes can take a long time to reply (they do seem to reply in the end though), so you may get bad feedback before then.
You need to only use Signed For deliveries to be covered. If using a decent courier like DPD, then tracked is probably ok, but even then, if going to a multi-occupancy building (Flat/Apartment), there are always issues, even with a decent courier. (We have had the issue with RM before and after investigation the postman say the item was delivered to the person at the front door, that came there after they actually rang the bell for the Apartment, but without a signature in a multi-occupancy building, A-Z Claim lost - the postman used to go direct to the upper floors, but due to COVID rules now only go to the outside door and expect the Buyer to go to them, which is the issue).
I think I would say Hermes investigating, will reply in 2 days with an answer, but if Hermes do not reply by then (as is most likely), you will need to issue a refund/replacement (best to refund, and put the price up and include a signed for delivery cost. If resending send by signed for delivery).
Seller_gGjqGcIRP2hcT
Here’s my message to the buyer
Dear Customer
Thank you for contacting us.
I write for the order: …
Item’s name: …
I understand your situation. I am sorry to hear you didn’t receive or find the parcel.
Could you seek the parcel as the delivery picture? ( the parcel was placed beside the white door)
Could you knock on the door and ask if they helped you receive the parcel?
I can give you a refund if the room householder said they don’t know this parcel.
I hope the following explanation can solve your queries.
This parcel is dispatched by YUN express ( from China to the U.K), YUN Express gave the parcel to myhermes in the U.K.
Myhermes will not reply to me, because YUN express is the sender, I am not.
The parcel was marked delivered. YUN express will not give me compensation.
Your email address is your privacy. We don’t know, hence, myhermes cannot inform you through email.
I checked this parcel’s time frame for delivery by 27 November on the seller’s webpage.
You can send me a screenshot and make me know where it displays “expected to come 3th December”
The attachment is the picture which displays the parcel’s delivery lead time.
Thank you
Kind Regards
Seller_xUKHc5xSYJmI4
Hi
Sounds like the order may have been delivered to the wrong address maybe a flat or maisonette but in any event if it was delivered to the wrong address I am sure the neighbour would gladly take order to the correct address?
Personally I would contact Hermes asking them to investigate further.
On a personal note if I received any mail which belongs to the neighbour I would be more than happy to deliver to the neighbour. Why would you keep your neighbour order?
We have heard some real odd stories such as the neighbour had the parcel for 35 days but did not tell me 
or I mysteriously found the order in the outside box 29 days later. 
Seller_bthKvTIbhu7wk
This problem can be solved at both ends:
You can first ask your logistics for compensation and ask them to provide shipping records and invoices.
On the one hand, you can ask the customer to ask him to go to his house again to see if there is any package he didn’t see. Sometimes foreigners’ homes are very big, and the parcels are left in their yard or back garden. Sometimes they can’t find it.
If three days have passed, if the value of the package is not high, just ship him an new one directly. If the value of the package is high, ask him to apply for compensation from the logistics provider. You can give him assurance and comfort him. Sometimes as a seller, we have to bear these losses.
Seller_xUKHc5xSYJmI4
The questions
I would ask myself would I keep a parcel that does not belong to me, well the answer is No.
Would I take advantage of a error made by the courier answer is No.
Would I deliver the order to the correct recipient Yes
Now that the customer has identified the order was delivered to flat below why can she not collect it?
Seller_JFmof2OKqCiGe
I spoke to our local Hermes delivery lady today and I asked her about these sort of situations and she told me that they are not allowed to leave parcels outside, unless a safe place is pre arranged by the recipient and if the photo evidence on the tracking information shows a parcel left outside a closed door, then you can make a claim with them (hermes). The delivery person will be accountable for it though and they should take the photo with the door open and a person receiving it
Seller_tc3VxVXAlHXbN
I’ve had that happen before not saying by any chance this buyer is a scammer. But mine was a scammer he knew the Amazon system inside out. Anyway Amazon refunded the buyer out of their own pocket and I did not get an A to Z Claim as I had done everything right, which sounds like you have (valid tracking number, GPS, photo) just make sure you save a screenshot of the photo and GPS because it often disappears off couriers websites after a few days. I’m sure Amazon will sort it out (a miracle I know).
Seller_1eUGgJFoSALU7
Hermes are the worst and Amazon use them for returns.
I had a return on Friday addressed correctly to us but the only similarities between the address they delivered and our address was the unit number and post town. We had to collect the parcel 4 miles away.
