Amazon / HERMES_UK return nightmare
I think Amazon recently switched back to using HERMES_UK instead of Royal Mail for customers to return packages. In the last 30 days I had 3 returns and all 3 have problems. 2 packages are missing (tracking information just stop updating after it got to a HERMES_UK depot) and 1 package said ‘delivered’ but we never receive it.
I logged 2 cases with Amazon and botg got the reply: “We identified that the customer’s return request for this order was authorised by you. … Orders for which return requests are authorised by sellers are ineligible for SAFE-T claims.”
I replied to both saying I did not have a choice, Amazon automatically authorised the return and issued the refunds on first scan even before the returns get to us, please investigate the missing packages and issue me with a refund. In both cases, I was ignored and Amazon never bother to reply.
Anyone got this nightmare?
Amazon / HERMES_UK return nightmare
I think Amazon recently switched back to using HERMES_UK instead of Royal Mail for customers to return packages. In the last 30 days I had 3 returns and all 3 have problems. 2 packages are missing (tracking information just stop updating after it got to a HERMES_UK depot) and 1 package said ‘delivered’ but we never receive it.
I logged 2 cases with Amazon and botg got the reply: “We identified that the customer’s return request for this order was authorised by you. … Orders for which return requests are authorised by sellers are ineligible for SAFE-T claims.”
I replied to both saying I did not have a choice, Amazon automatically authorised the return and issued the refunds on first scan even before the returns get to us, please investigate the missing packages and issue me with a refund. In both cases, I was ignored and Amazon never bother to reply.
Anyone got this nightmare?
11 Antworten
Seller_DTufFoxJuMU0M
For lost packages you have to claim from Hermes
However I believe Hermes will tell you that only Amazon can claim as technically, Amazon bought the label
Seller_g9A9pMrqcDqa1
Evri are very good on the phone 0330 808 5456 so I would ring them (you need to use a tracking number beginning with COOHAA to get past the automated system not the return tracking number - I can give you one if you don’t have one). I’ve never been fobbed off with being told it’s an Amazon return but others have (usually when they email rather than phone them)
Their internal tracking is much more detailed than they show publically and they can do a clean sweep of the depot to try and find it. In my experience this results in it being found over 50% of the time.
Seller_S7cCAecx0QEg7
Thanks CatKat for the tracking. I thought I contact Evri online help and got a bot called Ezra which does recognise the T00Wxxx tracking number:
You: Where is my parcel?
Ezra: Ok, lets see where your parcel is and then I can help you with some options.
Ezra: Could you type in your tracking reference?
You: T00Wxxxxxxx
Ezra: Bear with me whilst I bring up your parcel details…
Ezra: Can I just check, are you sending or receiving the parcel?
You: Receiving
Ezra: I’m sorry for the long delay in delivering your Amazon MFN Tier 5 parcel. As the parcel has now been delayed for over 5 days, you might want to contact them to arrange a potential replacement or refund whilst we investigate. We’ll be in touch as soon as there is any further news.
I will now log another case with Amazon.
Seller_S7cCAecx0QEg7
All sorted. It turns out that Evri left the parcel next door without telling us. Thanks for your help.
Seller_TK2OUpwGNKKsN
Yup I’m having this issue, told by Amazon I have to claim with Evri. So tried, as the receiver I can’t claim.
So, technically I am the sender as well so tried that. Evri investigation ensued. Then they said it looks like the parcel is lost to fill in a claims form. Sent me a link to a claims form that doesn’t work. So I asked again. Sent another link that doesn’t work, so currently going round in circles.
Anyone have a link to the online claim form?
