Hermes Lost my ebay parcel- anyone any experience?

[ooerrmissus]

Without going into too much detail, I sold an item on ebay on 8th Dec. Didn't realise it had sold through ebay's Global Selling Programme. Printed off the postage label through ebay, dropped it off at the parcel drop off point on 10th Dec. Expected delivery to France 20th to 27th Dec.

The Hermes tracking said it had been 'locally sorted' on 13th Dec. Then nothing.
Contacted ebay who said couldn't do anything until the expected delivery date had passed.
Contacted them again on 29th. They investigated, said the tracking now said the parcel had been 'centrally sorted' at hermes, but not yet delivered to ebay's hub in Staffordshire.

I've been batted back from hermes (we won't deal with you, you're not our customer) to ebay (you need to send the parcel to us or refund the buyer) and me and the poor buyer are now stuck. He's not got his item and I haven't got any money, as it's been held by paypal.

I've had multiple webchats with ebay, who have now referred it to ebay France as the buyer has opened a case against me. They're not expected to get back to me for another 3 days though.
It's quite an expensive item and probably meant to be a Christmas present, so not something either of us can afford to write off.
Anyone got any ideas how we can get this resolved?

Hi - your post is a little confusing! Do you mean Global shipping programme, where you send it to the ebay hub and then they send it on to France?
And just to confirm it hasn’t yet reached the ebay hub in the U.K.?

If so then you will need to refund the buyer and claim back from Hermes. Once the delivery estimate has passed then ask the buyer to open a not received dispute and you can refund with one click.

I’m confused as to why Hermes say you are not their customer?

As it was an expensive item, I’m assuming you paid the extra to Hermes for adequate insurance?

It sounds like it should come down to Hermes. Did you get it "signed for"? I mean, Hermes have said that it's still with them.

Hi sorry yes the whole situation is confusing!
Yes Lottie it's the global shipping programme- I had no idea until the buyer contacted me asking where his parcel was and I noticed he was in France!
The parcel still hasn't reached the ebay hub in the UK- Hermes definitely have it according to their own tracking.
However they won't talk to me, they seem to think their client is ebay. But the ebay guarantee only kicks in once they've received it at their hub. So I'm stuck.
Didn't get it signed for, didn't take out extra insurance . Not that signed for would have helped, it's not got far enough for anyone to sign for it!
I think, since I didn't actively choose Hermes that ebay is their client and therefore I need to get ebay to chase them for a refund.
What a nightmare. Next time I'll just gumtree stuff and be done with it.

Hi OP thanks for the clarification.
You are their client, not ebay.... the problem is when you try to contact them heroes are a bit useless and don’t really understand what’s going on as their contact team is 98% non U.K. and seem to stick to scripts.

My advice would be to contact them on social media and you should get some U.K. based assistance. However I think the best you can hope for here is basic level compensation (£20?) and you will have to refund the rest to the buyer out of your own pocket here.

I think the lesson to be learnt here is always adequally insure your packages, not that this helps you now, sorry!

I don't bother getting "signed for" if it's under a fiver but anything over that I use it. What a shame. You never know Hermes might come through, fingers crossed. In the mean time are you just going to refund buyer?

Yes I've just reviewed the (many, many) webchat transcripts and it's startling how many times the same phrases are trotted out- clearly hot keys in use there!

Right thanks for the tip, will try twitter, see what that can do. I've already looked at facebook but Herpes have gone very quiet on there.

As an added complication the ebay case is now being transacted in French, which is somewhat beyond my rusty schoolgirl French. Thank goodness for Google translate at least.

Buyer has stated if the item is likely to turn up he still wants it, so I'm loath to refund until Herpes admit it's a gonner.

Is Herpes a deliberate typo? :D

I usually chase them down via twitter if I ever have any problems and they are usually quite helpful. You can even just set up a “dummy” account for that sole purpose.

oh they are definitely called Herpes in this house!

I'venever used packlink because ive heard of this exact problem happening reguarly its tge same apparently if you do it through depop shipping. What i will say though is a separatelypaid hermes to deliver to ebays global shipping centre i paid for them to retrieve signature . The dress i sold was for 150 buyers paid luke 190 with shipping.. thing is dsys later enays global shipping still isnt saying recieved tge item amd when i check hermes . It says tgey delivered 6am but theyve not got tge signatire paid for and theirs no gps proof thet were ever there. Which they usually always upload.. Theres definetly a scam goingon between these 2 companies im see its expensive stuff always going missing too. This is the first time a parcel i sent using hermes has dissappeared .. i dont have the money to pay the buyer as i dpent it now as claimed delivered.. if ebay dont show as having it. I will tell them they need to refund the buyer and i wull tell the buyer to tell her bank to do a chargeback if ebay dont pay up.. dont see why eother of us should lose out to these greedy theiving companies. Ive already removed ebay from being able to debit from my bank. Just meams i wont beable to sell anymore