Lost Hermes Returns - How to Claim

This was my response to the email you received which was similar to the one i received, it resulted in a claim form:

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 T00WLA4614*****

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 & 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.

1. Selling Partners should state that they would like to raise a claim for an order purchased through Amazon Buy Shipping.
2. Selling Partner must provide their Hermes Tracking Number, and brief description of their enquiry.
3. Hermes will launch an investigation and will aim to respond within 24 hours.
4. Upon completion of the investigation, in the event the items have been deemed lost, Hermes will issue a lost claim form.
5. 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.
6. 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

Lee