Hermes 100 % useless....who to use instead?/Any info on an address to send a lost parcel claim to?

[grooge37]

Nothing unusual, but I have reached my limit.

Hermes has not updated tracking for 8 days and I have open disuputes now.

Who is the next best option? We are a busy family and need to consider cost and time - like all of us!

Seems Hermes profits from not having actual people to deal with complaints or lost item claims.

any help or advice would be appreciated...Thank you in advance!

[rusticrye]

Like the vast majority of folk, I've never had a single problem with Hermes, as a seller (I'm a business seller on another account) or as a buyer. And I've been using them for many years. The other carrier I happily use is Royal Mail.

Many carriers' tracking numbers are not updating en route - working practices have had to change due to Covid, and there are staff shortages, of course.  You'll probably find they won't update till actually delivered.

If you buy your postage on Ebay, you lodge your claims with Packlink, the postage broker you paid your money to and who your contract is therefore with (Hermes can't help you as you have no contract with them - Hermes contract is with Packlink). No idea how you do that, as I never buy my postage here, but the information should be in the Seller Centre (link at foot of any page), along with everything else you need to know about selling here. You also have the Help pages with their integral search to refer to (links at top and foot of any page). Bear in mind, though, that carriers don't deem a package as lost until a certain timeframe has passed, so won't entertain a claim until then. I forget what Hermes' timeframe is, but Royal Mail's is 10 working days (2 weeks) for domestic post, so Hermes' may be similar.

If your buyers have opened INR cases, you have 8 full days in which to refund, so wait it out in case the packages turn up during that timeframe.

@grooge37