Customer Returns via Hermes - Can't track parcel? Amz ruled in favour of customer and refunded
I have a massive problem with a pre-paid Hermes return. The customer has apparently dropped it off but we have never received it back. Unfortunately it seems you can’t actually speak to a human at Hermes!
Recap:
A customer has requested a return for some very expensive items and returned it using the pre-paid Hermes service from Amazon. They have sent a picture of the 8-Digit P number card they said they received when they dropped it off at the local Hermes point 27th Aug.
As of today we still haven’t received the parcel and using this P number to track doesn’t enable you to get any info from Hermes website.
The website chat and telephone number just sends you around in circles. I’ve even tried using an email found on Google but that email address is auto-replying to say not in use.
In any case Amazon have taken the funds from our account as the customer opened A-Z claim and refunded the customer which we feel is very unfair. Our Amz account manager is not helpful in this situation.
Has anyone else had experience dealing with this scenario?
My Questions are:
-
How to find out if the parcel was actually dropped off and scanned in at the drop-off point. Sending a picture of a card doesn’t prove anything. Surely the P number should show something on the website even if lost?
-
If the parcel was confirmed dropped off by Hermes then who is liable for the loss? The return was arranged on Amazon Hermes account.
We have until 14th Oct to appeal and I appreciate any help to recover this loss.
Customer Returns via Hermes - Can't track parcel? Amz ruled in favour of customer and refunded
I have a massive problem with a pre-paid Hermes return. The customer has apparently dropped it off but we have never received it back. Unfortunately it seems you can’t actually speak to a human at Hermes!
Recap:
A customer has requested a return for some very expensive items and returned it using the pre-paid Hermes service from Amazon. They have sent a picture of the 8-Digit P number card they said they received when they dropped it off at the local Hermes point 27th Aug.
As of today we still haven’t received the parcel and using this P number to track doesn’t enable you to get any info from Hermes website.
The website chat and telephone number just sends you around in circles. I’ve even tried using an email found on Google but that email address is auto-replying to say not in use.
In any case Amazon have taken the funds from our account as the customer opened A-Z claim and refunded the customer which we feel is very unfair. Our Amz account manager is not helpful in this situation.
Has anyone else had experience dealing with this scenario?
My Questions are:
-
How to find out if the parcel was actually dropped off and scanned in at the drop-off point. Sending a picture of a card doesn’t prove anything. Surely the P number should show something on the website even if lost?
-
If the parcel was confirmed dropped off by Hermes then who is liable for the loss? The return was arranged on Amazon Hermes account.
We have until 14th Oct to appeal and I appreciate any help to recover this loss.
0 replies
Seller_g9A9pMrqcDqa1
Who paid for the return as the 16 digit tracking number will be on the label? The 8 digit number on the card could be for anything as the date it was posted is on the other side of it. I’ve never tracked an item using that card. If it’s a Hermes via Amazon label then it won’t provide the necessary cover for high value items. I don’t sell expensive items but I think you can exclude these from automated returns to ensure a particular courier is used?
If the buyer paid for the return (change of mind etc) and it did not arrive then they are responsible. I’ve only ever had one return which never arrived and Amazon funded it as the buyer failed to provide sufficient proof they’d posted it.
You need the 16 digit code to check further.
Seller_7VbclcPFFRTnc
go to your returns and there should be the tracking number on there - what does it say ?
you need to appeal the a-z showing that the tracking shows it wasn’t returned
just to check before hand though - on the a-z does it say amazon funded or seller funded ?
Seller_qZO3ZCjoBXEeL
This is a huge issue now for sellers.
There have been other threads outlining this - but pre-paid return shipping leaves sellers without a leg to stand on.
Pre-paid return shipping means that Amazon are the contracted buyer of the shipping service with the courier. Neither the sender nor the seller can claim against the courier for lost or damaged items, but Amazon will keep telling you to take it up with the courier directly.
From what I have read, I’ve not seen any resolution to this issue yet. Items that are lost or damaged on return under prepaid are basically write-offs at this point.
Seller_xUKHc5xSYJmI4
In accordance with Amazon returns policy the seller should not refund until the order has been returned.
If you go to orders to Manage Orders then View More Details then Double Click on the Tracking ID
Return Shipment Date: -
We have discovered none of the orders are being returned. The information on the Return Shipment and Event Details are inaccurate.
If the order is being returned using a 48 hour tracked service then surely when the order is being marked as shipped the order would be returned within the 48 hour period.
Also noted the prepaid label expires if not used by post by date. The post by date clashes with 30 day returns policy. Also if you use prime once the buyer has communicated their right to cancel order must be returned within 14 days. If the policy was more clearer I guess we would not have to be wondering what do to. I would have thought if the order has not been returned in accordance with the returns policy below it would be deemed as the buyer has decided not to return the order and therefore the return request would automatically claim rather than remaining outstanding under the window pending refunds.
According to section
D4 Prepaid Labels Expire at 11.59pm
D5. Payment for none used prepaid labels can be reclaimed 10 weeks from the date of purchase.
Section 18a Royal Mail have the right to refuse an item from posting if the label has expired.
Section 18f if the label is not positioned correctly Royal Mail can refuse the return.
Section 33 Claims for lost, damaged, delayed items are subject to Postal Services Terms.
Just wanted to add we have had a number of dishonest buyers abusing this policy.
Seller_TQCN46DDmpulT
This is illegal.
Contact the managing director (who knows who it is now, changes so frequently).
Amazon uses its monopoly to bully small sellers.
Seller_68Z4Z2pEilwLE
LBA to Amazon ,
just the usual bullying , Az should claim from Hermes
