Lost Parcel

[Nanny0gg]

Hermes has managed to lose a parcel that I sent (even though it shows as 'put through letter box'. Not signed for, then?).

So do I automatically refund or do I have to wait for the buyer to open a Not Received case?

No - as you have proof of delivery then you don't have to refund. It seems very odd the buyer is claiming not received? I would ask Hermes yourself about it. A buyer won't win a not received case if you have tracking proving otherwise. Signature is irrelevant - you get proof of delivery without paying for the signature with Hermes, and that is what you have.

Sorry, Hermes have admitted they don't know where it is! (So I don't understand why the parcel status says 'put through letterbox'!) Therefore I can put in a claim with Hermes, it's just the protocol of refunding the buyer that I'm not sure of as this is my first non-delivery.

well if hermes are definitely going to refund you then refund your buyer now.

I know its a bit late in the day but when you send a refund always send the cancellation request first then when buyer acknowledges it then do refund, that way you don't get a defect on your account as you have both agreed to the cancellation.Worth remembering for another time if you need it.

Thanks for that.