Hermes Damaged Item

[jag0169]

I sent a item (worth £50) it arrived damaged.   So I refunded the buyer as it was not their fault.  I had packaged the item very carefully.  I cannot get past Hermes bot as it needs a reference no.   When I input the ref no, it says "we are expecting your parcel".   I took it to resolver.   Who referred me to Hermes website.   They were of no use.  Still cannot get past the ref no.     I can now see on Hermes website it says that it is resolved.  I think Resolver said it was resolved.   I did not close it down.   I cannot get to speak to a human being.   Time has now moved on and I am £50 out of pocket.   Ebay will not take anything to do it with.  Any more suggestions please.

[redwick1 · Accepted solution]

I dont know what the item was but there is a very long list of items that are not covered

How did you buy the postage 

Did you get it from Hermes online site?

https://www.myhermes.co.uk/faqs/account/how-do-i-submit-a-claim-for-a-lost-or-damaged-parcel

There is a link to contact them

If your item is does not show as delivered then perhaps it should be a lost item dispute.

Ebay dont deal with problems of the postage that is down to you

[jag0169 · Accepted solution]

Hi many thanks for your reply. I have already went down the Hermes bot route without success, as it says "It looks like we haven't got your parcel yet". And you cannot go any further. I bought with insurance from Hermes online site to uplift.

[ruby*tuesday · Accepted solution]

Did you ask your Buyer to Open an Item Not As Described/Damaged Case with Ebay? That would have given you an EBay Final Value Fee Credit.

[redwick1 · Accepted solution]

Are they saying it has not been delivered yet even though the buyer says Damaged?.
If they are then it is lost item.
You will have to keep on at them.

[jag0169 · Accepted solution]

No I did not ask buyer to open an item not as described/damaged case with Ebay.

No it was delivered the buyer showed me photos of the damage and I immediately refunded the buyer. Kind regards. I cannot get to speak to a human being - just the bot - and it goes round and round. Many thanks for your help.

[redwick1 · Accepted solution]

All problems should be sorted through the resolution centre
The buyer should have opened a not as described dispute and you should have refunded that way
It does not harm your account and you get your final value fees back.
It may have been delivered to the buyer but if Hermes are denying it then try lost item
I just looked at Hermes and there is a phone number
Did you try that
It is a while since I opened a claim on Hermes but I asked for a claims form by email and filled it in and was given a refund no problem
As said though
You need to check the excluded items as there are many and if the item was fragile then you may not get your refund anyway

[jag0169 · Accepted solution]

I have tried the phone number without success. Do you have an email address for Hermes - I had sent an email given to me by the ebay support - without success also. I will have to check excluded items also. Thank you once again.

[redwick1 · Accepted solution]

We cant give outside links on here only ebay links
You have to go to the Hermes site and check there
That is what I did.
You have not said how you bought the Hermes label
Did you buy through Hermes online?

[redwick1 · Accepted solution]

Did you check the Hermes tracking yourself online?.
What does that say.

I would complain strongly to Hermes about the responder closing the case

[jag0169 · Accepted solution]

I bought the label online Hermes with compensation. I have checked the Hermes tracking online as I said above. I cannot get to speak to anyone at Hermes to complain. Thanks guys.

[ruby*tuesday · Accepted solution]

If it was the Glass Candlesticks you Sold. I very much doubt that they were covered by any Hermes Insurance.

[jag0169 · Accepted solution]

No it was the picture. Thanks

[redwick1 · Accepted solution]

Picture mirror frame.

That is also fragile and probably not covered.

[jag0169 · Accepted solution]

Ok thanks guys.