Item listed as delivered by Hermes (through Packlink) but customer claims they haven't received it.

[landiesparkly]

I sent a high value item, through Packlink (Hermes) and according to tracking it was 'signed for by household' at 11pm.

The buyer has written this morning to say that they haven't received the parcel, and no delivery attempt has been made.

I have sent them a screenshot showing the evidence I have (that the parcel was delivered), and suggested they ask neighbours, etc.

I also suggested they contact Hermes Customer Services directly, explaining (politely) that as far as I am concerned the parcel has been received and there is little more I can do.

They are getting a bit aggressive, and are demanding I do more to find their lost parcel.

Has anyone got any ideas how best to proceed?

[tsmgmd]

If tracking shows delivery you need to clarify if item was delivered to the correct address or if the item was supposedly left in a safe place. 

I'm still puzzled about tracking showing delivery at 11.00pm

As a sender you are responsible for safe delivery to the buyers address as given.. That is why you need 100% confirmation the item was delivered to the correct address. and not just left behind a dustbin or with a neighbour.