Buyer paypal dispute

[xmascakes]

I make and sell some handmade items as a bit of a hobby on the side.

I sent an item via Hermes, item listed as delivered with proof of delivery on a doorstep next to a few plant pots. I can see this in the delivery photo.

Buyer has messaged me to say the item isn;'t there so they don't have it and that this has happened a number of times before. They have said they checked with their neighbour and no one has it, so they are basically saying either it has been stolen or the delivery driver has taken it.

AIBU to think that they need to take this up with Hermes to find out what has happened on their end? For all I know they are bluffing as the proof shows that it was delivered. I don't know what more Hermes will be able to tell me other than 'as you can see from the proof it has been delivered'.

Genuinely not sure what I should do here as I'm new to this so advice welcomed! I only make a few odd items and they are all different so I can't replace but they have said they will open a dispute on paypal.

The seller is always responsible so you will need to refund and take it up with Hermes. It's worth reading about distance selling regulations in general for these sorts of situations.

Sorry this has happened to you but I was just about to say the same as @nordica I’d block that person from your shop though if you think they do this regularly.

Sorry but the buyers contract is with you and your contract is with Hermes. You need to refund buyer and chase it up with Hermes.

The contract for delivery is between you and Hermes so it's up to you to either track down the parcel or send a replacement. And avoid using Hermes again, they are well known for this!

The seller is always responsible so you
will need to refund and take it up with Hermes

Not exactly true.

You have proof that the item has been delivered. PayPal will accept this so make sure that the tracking number is uploaded against the sales record.

PayPal will find in your favour and you will win the dispute.

Then contact Hermes and file a claim. Point out that their photo shows the item was left outside, and not handed to the recipient, so it looks like it’s been stolen. they should pay out, THEN you can refund the buyer.

Make sure you protect yourself first, but always keep the buyer informed that you will filed a claim
With Hermes and refund them once the matter is sorted.

A photo of the item outside the house is not proof of delivery. I don't know why companies think it is.
Neighbours weren't home and had three parcels left on their doorstep in full view of anyone walking down our busy street. They got text to say they'd been delivered and asked me to bring them in. But honestly can see how things go missing.

The buyer has a contract with you, you have the contract with Hermes to deliver the item, so only you can resolve the issue with Hermes.

You need to find out if the photo is of the buyer's home (ask for evidence). Did they give permission for Hermes to leave the parcel on the doorstep or with a neighbour? If they didn't, the loss of the parcel is Hermes' responsibility. You should be able to get a refund of the delivery charges. Whether you can claim for the cost of the item depends on the T and C's of your contract with Hermes or whether you had insurance. If the buyer gave Hermes permission to leave the parcel on the doorstep, it is their problem.

Loads of local FB posts saying Hermes have shown proof of delivery by taking a photo of door that wasn't the correct delivery address.

They are not well thought of where I live!

that this has happened a number of times before

Do not sell to them again, they go on your blocked buyer's list asap if eBay. They don't have reliable delivery services in their area (too bad for them, not to be your problem in future).

Presuming the amount is modest (< £12), I'd refund & consider it a predictable & unfortunate business hazard to get some buyers like this.

Can u change courier next time as Hermes as awful. They constantly deliver my parcels to the house on next street. Leave them outside their house and run off. The people who live there are so lovely and will come knock on my door and give them to me.

@Hunderland

Loads of local FB posts saying Hermes have shown proof of delivery by taking a photo of door that wasn't the correct delivery address.

They are not well thought of where I live!

Same where I live. Local FB group gets loads of "does anyone recognise this doorstep" pictures.

Hermes left a branded parcel on my doorstep and marked it as in my porch. My door is not a porch and anyone walking past could have stolen it.

I don't know how they are still in business.

I ordered an Amazon Prime item that was to be delivered by Hermes. Next day I got a message to say it had been put through my letterbox.

We don’t have a letter box.

I checked with the neighbours and contacted Amazon. Suddenly it become a mistake and the parcel was in fact delivered 48 hours later.

I’m guessing that some Hermes drivers mark it as delivered so they get their cash and then actually deliver it a few days later.

Couriers/postal workers round here are usually good, but recently our postman left a parcel in full view at the side of our house, even though there are plenty spaces to hide it (which they usually use). Luckily we're rural so people wouldn't just be walking past the house for no reason, but I can see how parcels get stolen!

It's frustrating in this case because it sounds like the person is a chancer, but don't refund them straight away, as others have said. Raise the matter with Hermes, who will investigate, and let the buyer know.