Customer says confirmed delivery was not left by Hermes
What is the normal procedure here? New to buying Hermes shipping and it states in tracking that it was left in porch. The label was purchased via Amazon so do I tell the customer to open an A-Z as I believe that Amazon is Hermes customer so they won’t deal with me. TIA.
54 replies
Seller_5iXIFMdaFkFpG
Procedure is to not to use Hermes anymore 
OK seriously, we have used Hermes as trial and absolutely shocking service, I actually had same situation as a customer. Parcels not delivered, showing delivered, parcels not collected by courier for a week or parcels mysteriously vanishing in depots. Use RM, at least you can easily claim if customer says not delivered.
Seller_xUKHc5xSYJmI4
If Hermes delivered to the wrong address then the photograph taken on the handheld terminal will determine this. I would work with the customer saying whether they could describe the colour of there door etc see if that matches the photograph taken by Hemes upon delivery. Hermes claims process is very simple.
I know all the Hermes always place the order in front of the door stand back and then press the door bell wait for me to arrive and then take a picture.
Seller_xUKHc5xSYJmI4
Also not sure if you have seen this information. If you download the order reports
(Order > Reports) and and download the report using a selection criteria and then open open in Excel. Go to the Column AL with a heading delivery instructions see if there is any information in there recorded.
Below is an extract of what you will see under the head delivery instructions
Seller_gnubxPFEnuoPY
I have had no reply since I sent the picture and asked her to check with family members. I am just hoping that she actually received the message though and isn’t impatiently waiting for my reply.
Seller_p3rxbAe6huDxs
In my experience buying shipping via Amz is the best protection you can have, Last A - Z i had for alleged non delivery went in our favor as shipping bought via Amz, They may refund the customer but ultimately you should get paid aswell.
Seller_dq2LkyNJsyJbm
I am not sure why people are saying you can not claim on Hermes, as I have done this several times in the past.
You need to open when they call a “Disputed Delviery” case, and you will be asked to upload a screen shot from the customer confirming they did not get it, and prove of the order value.
95% of my Hermes parcels are delviered on time, and lost parcels is only about 1%.
Royal Mail cost to much more to be viable for me.
Seller_4vwtlEiush3OE
Hi
Have a look if there is a image you can upload to prove it was delivered with co-ordnates may help you.
Regards
Rhona
Seller_4EP71c7vPg4eY
Safe bet is to use Royal Mail, any problems they are on it
Seller_qJEMUFhIPFMwe
We had this a few months ago regularly with Hermes, we have stopped buying labels through amazon for hermes deliveries, hermes give a terrible service and amazon will not help with the missing items either.
