ebay sale, Hermes delivery failure, I'm out of pocket, Help
Discussion
Back story:
Sold a cheap PC on ebay on the 18th Sept, had it collected by Hermes on the 20th September for delivery (supposed to be 3 -5 days). A week passes and the ebay buyer is getting frustrated and Hermes tell me they've lost the parcel and it'll take 14 working days to process the lost claim and issue a refund.
I tell the buyer this but he's not prepared to wait 14 working days for his refund so raises a dispute case, these are only open for 8 days before the buyer is automatically issued a refund. So I'm forced to give a full refund.
I contacted Hermes explained this and said if the parcel is miraculously found it must be sent back to me the sender which they agreed to and I have hard evidence of this.
Anyway 14 working days rolls round and the bl
dy parcel is found and delivered to the buyer (on the 18th October so a whole month later!) So the buyers had a full refund and the item and Hermes are refusing to payout the claim as they say it's now been delivered!!!
Any ideas how I should proceed on this?
Sold a cheap PC on ebay on the 18th Sept, had it collected by Hermes on the 20th September for delivery (supposed to be 3 -5 days). A week passes and the ebay buyer is getting frustrated and Hermes tell me they've lost the parcel and it'll take 14 working days to process the lost claim and issue a refund.
I tell the buyer this but he's not prepared to wait 14 working days for his refund so raises a dispute case, these are only open for 8 days before the buyer is automatically issued a refund. So I'm forced to give a full refund.
I contacted Hermes explained this and said if the parcel is miraculously found it must be sent back to me the sender which they agreed to and I have hard evidence of this.
Anyway 14 working days rolls round and the bl
dy parcel is found and delivered to the buyer (on the 18th October so a whole month later!) So the buyers had a full refund and the item and Hermes are refusing to payout the claim as they say it's now been delivered!!!Any ideas how I should proceed on this?
Doesnt help you now but after having many things sent to me and delivered (eventually) by Hermes. I would never pay them to deliver anything to anyone else!
Quite often when i am tracking the delivery it can spend 3-4 days on the delivery van and the end of each day there is 'a problem with the delivery' - please check back with us tomorrow'
Quite often when i am tracking the delivery it can spend 3-4 days on the delivery van and the end of each day there is 'a problem with the delivery' - please check back with us tomorrow'
It's 2 separate issues. Until what happens to the computer, is resolved you don't know what your damages are and who, if anyone is liable. I don't see why, they should pay out for the claim on the item as they have now found it.
What does the buyer want to do? They should either return the refund or within reason let you get your computer back. This wouldn't really fall under unsolicited foods.
If the former then you have no losses and life can go on. If the latter then, of course your losses will be the cost of getting it back, for which, thanks to your screenshot, it is likely that the courier company would be liable. Should the buyer decide they don't want to do either, then you need to pursue the buyer for the purchase price.
What does the buyer want to do? They should either return the refund or within reason let you get your computer back. This wouldn't really fall under unsolicited foods.
If the former then you have no losses and life can go on. If the latter then, of course your losses will be the cost of getting it back, for which, thanks to your screenshot, it is likely that the courier company would be liable. Should the buyer decide they don't want to do either, then you need to pursue the buyer for the purchase price.
The problem is the buyer is not replying to my messages, eBay don't really want to know - because I issued the refund it closes the case and there's little they can do about it now.
So my only hope is to chase Hermes for the money. I have managed to raise a complaint and reading through the terms and conditions anything over 2 days late of delivery is entitled to compensation. I've expressed I feel entitled to compensation of the claim amount as their claim time far exceeds ebays dispute time and so I had no choice but to issue the refund.
I'll keep you posted what Hermes say.
So my only hope is to chase Hermes for the money. I have managed to raise a complaint and reading through the terms and conditions anything over 2 days late of delivery is entitled to compensation. I've expressed I feel entitled to compensation of the claim amount as their claim time far exceeds ebays dispute time and so I had no choice but to issue the refund.
I'll keep you posted what Hermes say.
Hermes are streets ahead in the race to the bottom .
I have had messages from them saying that a parcel has failed to deliver when it hasn't even been dispatched yet .
I haven't seen the same employee twice in the last 3 years .
I have had an email this morning about a parcel that I have no clue about .
I look forward to what will appear tomorrow.
I have had messages from them saying that a parcel has failed to deliver when it hasn't even been dispatched yet .
I haven't seen the same employee twice in the last 3 years .
I have had an email this morning about a parcel that I have no clue about .
I look forward to what will appear tomorrow.
You could try going through Paypal? Don't give up on the Ebay angle either - their customer service in Ireland is usually pretty good once you can speak to a human being. The tracking should now show as delivered, so they hopefully should be able to reverse the refund or recharge the buyer.
If the buyer wants to return it, you might have to provide a postage label but if nobody wants to cooperate, you might have to resort to small claims. You have the buyers details and a letter before action might just nudge them along.
If the buyer wants to return it, you might have to provide a postage label but if nobody wants to cooperate, you might have to resort to small claims. You have the buyers details and a letter before action might just nudge them along.
Has the ebay refund come out of your Paypal account yet. I think they refund and then claim the money back from you. Thats what happened to me after a lost parcel. So you may have time to contact Ebay and then not pay their charges (the refund) as the item was delivered. You should be protected as a seller with proof of delivery now.
smith335I said:
Has the ebay refund come out of your Paypal account yet. I think they refund and then claim the money back from you. Thats what happened to me after a lost parcel. So you may have time to contact Ebay and then not pay their charges (the refund) as the item was delivered. You should be protected as a seller with proof of delivery now.
Unfortunately the money has gone back to the buyer. The problem is the time difference, ebay force a refund within 8 days (including weekends) and Hermes allow themself a ridiculous 14 working days to process a claim, so I issued the refund long before the item was found and delivered. As you say though I now have seller protection from Paypal, ebay have advised me to send an invoice via paypal as I have proof of delivery, if it is not paid in 10 days I can open a dispute via paypal.Edited by jackofall84 on Wednesday 23 October 12:30
jackofall84 said:
The problem is the buyer is not replying to my messages, eBay don't really want to know - because I issued the refund it closes the case and there's little they can do about it now.
So my only hope is to chase Hermes for the money. I have managed to raise a complaint and reading through the terms and conditions anything over 2 days late of delivery is entitled to compensation. I've expressed I feel entitled to compensation of the claim amount as their claim time far exceeds ebays dispute time and so I had no choice but to issue the refund.
I'll keep you posted what Hermes say.
Does this dSo my only hope is to chase Hermes for the money. I have managed to raise a complaint and reading through the terms and conditions anything over 2 days late of delivery is entitled to compensation. I've expressed I feel entitled to compensation of the claim amount as their claim time far exceeds ebays dispute time and so I had no choice but to issue the refund.
I'll keep you posted what Hermes say.
head live close? Someone could pop round his house and show him a copy of the proof of delivery and remind him of his responsibilities.
Hermes fk me what a shower of st. Sorry I can’t help in this situation. .
They once left a parcel for my wife in the recycling bin (which was full). Guess what. It wasn’t full when we got home. The bin men(persons) had emptied the bin.
We raised a complaint to which the delivery guy said he put it behind the bin not in the bin (delivery card just had see bin on it ). Luckily we have CCTV and you could see him in pure HD open the bin lid and put the parcel in there.
Soon changed there tune when I emailed them the footage. Cheeky bds were trying there very best to say it had been left behind the bin and then must have been stolen. Sender was saying it’s been delivered not our problem.
k me what a shower of st. Sorry I can’t help in this situation. . They once left a parcel for my wife in the recycling bin (which was full). Guess what. It wasn’t full when we got home. The bin men(persons) had emptied the bin.
We raised a complaint to which the delivery guy said he put it behind the bin not in the bin (delivery card just had see bin on it ). Luckily we have CCTV and you could see him in pure HD open the bin lid and put the parcel in there.
Soon changed there tune when I emailed them the footage. Cheeky b
ds were trying there very best to say it had been left behind the bin and then must have been stolen. Sender was saying it’s been delivered not our problem. MB140 said:
Hermes fk me what a shower of st. Sorry I can’t help in this situation. .
They once left a parcel for my wife in the recycling bin (which was full). Guess what. It wasn’t full when we got home. The bin men(persons) had emptied the bin.
We raised a complaint to which the delivery guy said he put it behind the bin not in the bin (delivery card just had see bin on it ). Luckily we have CCTV and you could see him in pure HD open the bin lid and put the parcel in there.
Soon changed there tune when I emailed them the footage. Cheeky bds were trying there very best to say it had been left behind the bin and then must have been stolen. Sender was saying it’s been delivered not our problem.
This interesting to me, as they are massively trying to wriggle out of paying - however like you I have evidence in the form that I have loads of sreenshots to indicate they need to deliver the parcel to me and not the buyer due to a refund being issued, which they agreed to specifically to stop this situation happening.k me what a shower of st. Sorry I can’t help in this situation. . They once left a parcel for my wife in the recycling bin (which was full). Guess what. It wasn’t full when we got home. The bin men(persons) had emptied the bin.
We raised a complaint to which the delivery guy said he put it behind the bin not in the bin (delivery card just had see bin on it ). Luckily we have CCTV and you could see him in pure HD open the bin lid and put the parcel in there.
Soon changed there tune when I emailed them the footage. Cheeky b
ds were trying there very best to say it had been left behind the bin and then must have been stolen. Sender was saying it’s been delivered not our problem. jackofall84 said:
The problem is the buyer is not replying to my messages, eBay don't really want to know - because I issued the refund it closes the case and there's little they can do about it now.
So my only hope is to chase Hermes for the money. I have managed to raise a complaint and reading through the terms and conditions anything over 2 days late of delivery is entitled to compensation. I've expressed I feel entitled to compensation of the claim amount as their claim time far exceeds ebays dispute time and so I had no choice but to issue the refund.
I'll keep you posted what Hermes say.
You have his address. So my only hope is to chase Hermes for the money. I have managed to raise a complaint and reading through the terms and conditions anything over 2 days late of delivery is entitled to compensation. I've expressed I feel entitled to compensation of the claim amount as their claim time far exceeds ebays dispute time and so I had no choice but to issue the refund.
I'll keep you posted what Hermes say.
Turn up.
Or send a Letter before action.
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