Hermes picked up for return or not?
Hi everyone.
I’ve had a few of these, all involving academic books.
Basically, the customer asks for a return and of course it’s automatically authorised, with a Hermes label provided. Now, the message on the Amazon return page is ‘Tracking status: Carrier picked up the package’. However, adding the tracking code into the Hermes tracker says:
Status
We’re expecting it
We’re expecting your parcel to arrive with us soon and we’ll update your tracking once we’ve received it.
Is this how students get free books?
The customer wrote to say the book was no longer needed and I told him to send the book back and we would check it’s quality against the ‘Like New’ category it was sold in. I gave him a full assurance of a full refund if it was. It’s been over two weeks now and the book still has not appeared in the Hermes system.
It looks to me that any a-z claim would automatically be granted!
Has anyone seen this happen before?
Hermes picked up for return or not?
Hi everyone.
I’ve had a few of these, all involving academic books.
Basically, the customer asks for a return and of course it’s automatically authorised, with a Hermes label provided. Now, the message on the Amazon return page is ‘Tracking status: Carrier picked up the package’. However, adding the tracking code into the Hermes tracker says:
Status
We’re expecting it
We’re expecting your parcel to arrive with us soon and we’ll update your tracking once we’ve received it.
Is this how students get free books?
The customer wrote to say the book was no longer needed and I told him to send the book back and we would check it’s quality against the ‘Like New’ category it was sold in. I gave him a full assurance of a full refund if it was. It’s been over two weeks now and the book still has not appeared in the Hermes system.
It looks to me that any a-z claim would automatically be granted!
Has anyone seen this happen before?
0 replies
Seller_NoMNQDGnEW5Bx
Carrier picked up the package on amazon is totally misleading as it doesn’t mean that at all. The return hasn’t been sent back yet
Seller_7VbclcPFFRTnc
It means its not been collected yet
When the buyer returns it it will change to Parcel arrived at a carrier facility
Seller_DROodOAYHftnc
I wonder if they have decided not to return as they have realised that they will be responsible for the return delivery cost and it will be deducted from their refund ?
Seller_IIN3x1w8KT2PI
I think if the buyer actually wants to just make an enquiry or complaint with the aim of perhaps negotiating, they can’t get to talk to us any more, and click on the return button as their only option, not realising they cannot undo this. I have had 2 automatic Hermes return labels issued by Amazon, and was relieved to see Amazon only charges for the label when it’s collected - so I would know that it was really being returned. In one case it has been nearly 2 months and not returned. I think this was a change of mind in that the buyer would not have been to obtain a replacement at an affordable price, but might well have been that they were unfamiliar online shopping returns and could not cope with arranging Hermes collection?
Seller_wjQr5IKMx9ki7
Have exactly the same thing happening with a customer returning an action figure. Return was authorised 9th Jan and states same thing on Hermes site.
They have now submitted a “Where’s My Stuff” enquiry, even though its a return. Amazon say the onus is on us to chase Hermes or start a claim! I expect an A-Z to come soon.
Seller_xUKHc5xSYJmI4
Unfortunately the information on the system is not accurate. System says picked up by carrier yet Hermes tracking says " We’re expecting it " if the buyer changes their mind about return then they should cancel the request if not the order stays in pending status.
Its been noted some just get the prepaid return label and do not return the order.
According to the returns policy the seller should not refund the order until the seller in in receipt of the return. If an A-Z claim is raised by the buyer the seller metrics are not affected and the refund is paid by Amazon.
Seller_qZO3ZCjoBXEeL
I think that this means that it has been dropped at a collection point but not yet been taken by a Hermes van. I’ve seen parcels sit in that state on my own returns. I’ve heard stories of parcels sitting in corner shops for days waiting to be collected sometimes.
