Tracking info says delivered but buyer refutes - help!

[snappedandsharted]

Hi, hopefully someone who has sold on eBay can help!
I advertised an unwanted gift before Christmas and sent it on 19 December via Hermes parcel shop. The tracking info says delivered on 21 December with buyer name and a signature. All is well I thought.
So yesterday buyer contacts me saying they were away all over Christmas and only just got back and it hasn't been delivered despite what tracking info says. He says he wants the item or a refund.
What do I do, whose responsibility is it to look into further?
Thanks

[GrannyBags]

Contact Hermes and check where it was delivered to. I had a parcel that Hermes said had been signed for that was just left on the doorstep. It was from my sis in law and when I rang to thank her she said that she had received a notification that it had been signed for.

[lifeisgoodmostofthetime]

Check delivery info online and contact Hermes. They may issue a refund otherwise ask buyer to open a case via eBay. Don't refund anything until ebay decides what's what's. Show your proof of postage and delivery via eBay.

[snappedandsharted]

Will do thank you. If I'd known he was going to be away the whole Christmas I could have delayed sending it! Hermes customer service is not open today so will have to contact tomorrow.

[Surfskatefamily]

If its hermes it was probably delivered into a distant neighbours bin or back garden sadley. They're friggin useless

[meandmycoffeecup]

Same thing happened to me but with Royal Mail. It says delivered on the tracking but buyer said he has not received it.

Contact Hermes first and see what they say, they maybe able to offer you compensation. Or provide proof that it has indeed been signed.

In my case it was just tracking and no signature so i had to refund the buyer but it was a small inexpensive item of about £5 so it was ok. If the item is expensive I would have asked ebay to step in.

[LazyDaisey]

You can’t be surprised he didn’t want a stranger with his address knowing his house would be empty for days.

[snappedandsharted]

I wouldn't expect him to tell me he's away but just to delay sending it, he had the notification it was being posted.
They are useless, but they've provided his name and a signature so god knows where it's actually been delivered to!

[Danni91]

I had a delivery from Hermes just before Christmas I was in, they didn't knock. I just had an email with 'Your parcel has been delivered and signed for' so I clicked on it and they had done a random scribble themselves for my signature.
Happy I was in so could go grab it straight from the doorstep!

I wonder if something similar happened?

[benandhollyagaaain]

Unfortunately Hermes are well known for their unreliability. I'd be inclined to believe the purchaser to be honest. Choose a better courier next time!

[snappedandsharted]

Helpful @benandhollyagaaain thanks

[19lottie82]

Protect yourself first. Ask the buyer to open a case and upload the tracking number for proof of delivery.

Then chase Hermes and insist the item hasn’t been delivered, if you keep at them they should refund up to the insured value of the parcel. You can then refund the buyer.

[GinandGingerBeer]

Tell the buyer to check his garden. Especially where the puddles are as that's where Hermes usually dump mine.

[snappedandsharted]

Thanks @19lottie82 will do

[itsaboojum]

You actually trust Hermes to delivery properly?????

Pay peanuts, what do you get.......?