parcel shipped via ebay gone missing, what do I do

[u_win_some_u_lose_some]

A case was judged against me even though I added tracking of the item. I bought the shipping via ebay using Hermes. The item was within the uk but the parcel has gone missing. Customer service is useless and I'm not sure what to do. Thanks Chris

[u_win_some_u_lose_some]

https://docs.google.com/forms/d/e/1FAIpQLScURhX3kv-Pxj47spI860wtXIevUlBzUfY2IEqE2KBCjtqt-w/viewform?...

its ok folks I managed to find this after I posted, what a load of **bleep** ebay shuttle is

[corred]

@u_win_some_u_lose_some 

You have not bought the shipping from eBay.....you have used their courier booking service partner SHUTL

If you purchased the shipping via eBay then Hermes are not liable as the service was organised via SHUTL (they purchase an uninsured Hermes service) & it is they who MAY compensate you BUT the number of things they do not cover is more than what they do cover & the max compensation IF they pay is £25

https://support.shutl.com/hc/en-gb/articles/115004275669-Claims-and-compensation

• No compensation list
•
• The following items are excluded from compensation in the event of loss or damage:
• Antiques (objects over 100 years old)
• Items that are included on the Prohibited Items list, such as any dangerous, hazardous or prohibited goods (as detailed in our Prohibited Items section)
• Sharp instruments eg. knives, gardening and household tools regardless of how they were packaged
• Articles made largely or wholly of gold, silver or other precious metals
• Ceramic or composite items of any description including without limitation glass, mirrored items, crystal, ceramics, porcelain, plaster, marble, china, stone, slate, resin, granite, concrete (or any item containing these materials)
• Cameras
• Items which have been strapped together
• Diamonds and other precious stones
• Electrical or electronic items (Monitors, mini fridges, lamps with glass or ceramics, tablets greater than 12 inches, printers containing ink or toner)
• Food items
• Fire Extinguishers
• Fossils, Stones, Stoneware
• Furniture (Unless flat packed)
• Items made wholly or partly of glass
• Jewellery (Antique items, any items over liability limits)
• Kitchen appliances (white goods/coffee machines/microwaves etc.)
• Lighting
• Paintings / canvas prints
• Spectacles
• Telescopes
• Watches (Antique items, any items over liability limits)
• Liquids
• Marble or any stone derivative
• Bankers' drafts
• Current bank notes
• Currency notes or coins
• Credit cards / debit cards
• Uncrossed postal orders which do not state to whom they are to be paid
• Cheques or dividend warrants which are uncrossed and made payable to the bearer
• Bearer securities including share warrants
• Scripts or subscription certificates
• Bonds or relative coupons un-franked postage or revenue stamps (except a revenue stamp embossed or impressed on an instrument which has been executed)
• Coupons, Vouchers, Tokens, Stamps
• Lottery tickets, scratch cards or similar
• Items which can be exchanged by themselves or with any other item for money or goods or services. For example, gift cards or certificates.
• National insurance stamps
• All tickets including travel and events
• Musical instrument hard cases and suitcases when used as external packaging
• Musical instruments
• Negotiable documents
• Perishable goods
• Plants, seeds, flowers, and plant derivatives
• Prescribed drugs
• Real fur
• Resin items, amber and composites
• SIM cards
• Tobacco and Tobacco products

[john1297576]

"I added tracking of the item." When? You must add tracking BEFORE a case is opened, otherwise you are going to lose. Adding after a case is opened is now too late, did you read the recent message from Ebay.

If added it will only work if delivery is shown as being made.

[arkwebus]

I'm not sure whose customer service you mean but if it is ebay there is nothing for them to do. If you entered the tracking when you sent the parcel and it does not show delivered then they refund the buyer through the case.  Tracking shows delivered = you win. Tracking does not show delivered = buyer wins.  There are no two ways about that.

You have found the link to the refund through the carrier.   That is the next step.  Personally I would very rarely use anyone other than Royal Mail and if I use a courier I always arrange it myself directly 

@u_win_some_u_lose_some