Lost parcel advice

[/\ndy]

• I sold an item on ebay a few weeks ago, dispatched the next day (19th Dec) using Hermes via Packlink.
• Noticed that tracking info hadn't been updated last week, only to say that its with the courier
• I get a message from the buyer asking where it is
• I query it with Packlink (Hermes would not deal with me direct) who say to log it as lossed
• I file a claim that the item is missing - they confirm that they will now investigate this on my behalf and coordinate with Hermes (can take 30 days apparently)
• The compensation covers only a 1/4 of what the item sold for

This leaves me in an awkward position

If I refund the buyer and then the item turns up, the buyer has no incentive to send the item back and I lose out + the compensation wouldn't go through
If I don't refund the buyer that could put me in hot water with my feedback score and ebay support backing the buyer anyway if they dispute it
The buyer can't be expected to wait 30 days to wait for a resolution, so what should I do?

 

[/\ndy]

Your first mistake was using Hermes and your second mistake was not insuring the item for the full value, lessons learnt for next time.

I realise the mistakes now, hindsight is a wonderful thing.

You have no choice but to refund the buyer, eBay would do it for you if they raise it. It's very unlikely to suddenly re-appear now anyway, so you'll have to just accept the compensation. As said, learn the lesson and move on

I've told the buyer I'll do the refund - packlink are now saying it can take 30 days to investigate and settle the loss claim.

You should have insured it properly and now you've lost out trying to save a few quid. Harsh lesson to learn from.

Again....hindsight. I should have used DPD, I basically just selected the first courier I could see on packlink. Royal Mail wanted £20 to post so that's why I avoided them.

Rule #1 of posting things. DO NOT USE HERMES.

DPD are literally pennies more via Packlink, and provide a far superior service.

I'll be using DPD next time I post something heavy. Hermes cust care is non existent, can't talk to anyone, their twitter feed a total shambles full of people complaining about the same thing.

I dont get why people use Hermes to save 50p or a couple of pounds.

I had no prior experience with Hermes to doubt their competency, and it was either £20 with RM or £2 with Hermes.

Guess you get what you pay for :/