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. 

[rusticrye]

You can't be made to refund when tracking proves delivery, because you can't lodge a claim with Packlink to recover your loss - because tracking proves delivery.

Check that the buyer supplied the correct address at checkout, and that you shipped to the correct address.

If all's well with the address, tell the buyer to check with family members and near neighbours, and also around the property, as that almost always turns the item up.

But if not, the buyer will have to contact Hermes to let them know he doesn't have it. Hermes will investigate. If the courier has misdelivered (it happens) and can't retrieve the package, they, Hermes, will have to compensate him.

@landiesparkly 

[tsmgmd]

You say it shows as delivered at 11.00pm.

I didn't know they worked that late.. 

The contract to deliver is between you and the carrier and not between the buyer and the carrier. 

You are the person who has to contact customer services and you are the one who has to make a claim against Hermes. 

[landiesparkly]

I know the contract is between me and Hermes, but if Hermes are saying the parcel has been delivered, then surely I can't make a claim. I don't suspect the buyer, but they could be lying, in order to try to get compensation whilst keeping the parcel.

[geosacha007]

myhermes will allow claims even if it shows as delivered. I have won one like that in the past. The buyer would have to sign a declaration of non receipt. However, you went via packlink so you can't make a claim via myhermes you have to claim via paclink instead.

Your contract is with paclink not myhermes.