Tracking says delivered but customer denies receiving it- FBM
Hi please I need help, I do fbm and posted an item, the customer contacted us to say he did not receive the item, we have showed him the gps and picture of the products on his porch, but he claims the door is not his door, I have contacted Hermes, but they are yet to get back to me. But who is responsible in this case please?
Tracking says delivered but customer denies receiving it- FBM
Hi please I need help, I do fbm and posted an item, the customer contacted us to say he did not receive the item, we have showed him the gps and picture of the products on his porch, but he claims the door is not his door, I have contacted Hermes, but they are yet to get back to me. But who is responsible in this case please?
24 replies
Seller_Wqg5EgqxuOwDD
Have you had a look on google earth to see if the doors do actually match?
Seller_r5gxcFvygaqrh
Had a similar thing this week , Buyer claimed not received despite being tracked by royal mail and signature signed , signature clearly shows on Royal mail track and trace site , buyer denied it was them , obvious scammer , Told them to contact Amazon , They raised an A-Z and amazon refunded them without impacting my funds or my stats .Always send recorded for this reason and this reason only , amazing how buyers will scam you for something they paid £4.99 for plus postage , sad people really with no morals or scruples and I wouldn`t touch Hermes with a barge pole , If they were the only postal service available i would stop selling online.
Seller_FpOlk4BzSXYMy
Thanks Jacksoft for responding. Was yours Fba or fbm? I was using Royal mail but switched to Hermes because of their detailed tracking system of knowing the status of your parcel, but their customer support is not really very helpful
Seller_dUNV8UtsNJ08u
Can’t believe this is the first time this has happened to you, are you new to Hermes?
We dispatch over 1000 parcels a day and are constantly seeing this complaint. Either Hermes are rubbish or the customers are robbing.
Even if you have images and tracking the customer can still open an A-Z and get a full refund so you are screwed either way.
We usually refund before they open an A-Z and take it on the chin as you would not win an appeal either
Thanks
Dan
Seller_lx80i5sEkq4UI
This happened to us too. An A-z was incredibly ruled in buyer’s favour. So we reported to police with all evidence. Buyer was arrested, all devices seized for forensics. And customer now has a pending court case, no computer equipment and an imminent criminal record…
…and all for a £20 sale. But, it’s the principle.
Seller_xUKHc5xSYJmI4
Hi
Please be aware we have known couriers to deliver the parcel to the wrong address. If is this case then you need to follow your courier claims process so they can investigate the matter and let your customer aware of this. If it’s found the courier has delivered to the wrong address they will compensate you in accordance with the terms and conditions the seller signed up to. I would suggest not to jump to any conclusions until the matter has been investigated.
Ive known some have selected the wrong house number when dispatching the order or even selecting the wrong postcode.
