Hermes via Packlink has lost my parcel how do i refund customer without incurring a fee

[samishavingaclearout]

I am at my wits end with Packlink. Hermes destroyed two items sent last year which resulted in lengthy claims and very unhappy customers. Now I have a parcel which is simply 'missing' after two weeks. I have started a claim and had a refund of postage but am still waiting for product loss to be refunded. My customer (quite rightly) wants a refund now.

My question is, how do I refund the customer without incurring an Ebay selling fee? I have used the Ebay recommended postage service, it isn't my fault Hermes have lost the package. I shouldn't incur a sellers fee on a sale that I now have to refund. Especially as I don't yet have product compensation.

I see from similar threads here that a lot of Packlink Hermes parcels are going missing. When is Ebay going to review this partner and do something about it?  

[tsmgmd]

I suppose the big question is whose fault and who is legally responsible. 

The carrier has a responsibility to deliver, but the law states the seller is responsible. 

You have got your refund for the postage charge, regarding product costs this normally is the price it cost you to buy, depreciation for useage etc. 

It doesn't mean you can claim for the actual claim price. You also need to be sure the item was not one of the many prohibited items the carrier refuses to accept.