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Inr
 

Hi. Have posted something by my hermes and it has been signed for. Customer says she hasnt signed for anything.
Any ideas what i need to do.
She hasnt opened a case but wants this rectifying immediately.
Thanks for advice as had this in the past with royal mail but not with my hermes so not sure i will be able to get any help.from them as they delivered and got a signature :-)

Re: Inr
 

Got the signature from my hermes. The dwelling it went to is a pub so someone in there has signed for it but she says they havent. I fear she is going to open a case

Re: Inr
 

If it was delivered to the correct address than you will win the case.
My advice would be to ask customer to contact myHermes.

Re: Inr
 

I agree

it was signed and delivered to the paypal address.

Re: Inr
 

Usually if you send and item to the address they have on file and it gets signed for, if the buyer opens a case, it will close in your favour and ebay refund them out of there own pocket.

The buyer needs to ask those that work in this 'pub' and see if someone else has signed for it.

Re: Inr
 

Have been in touch with courier who.say it was signed for behind the bar. Got a signature.
She is saying that none of her staff signed for it and they.must have delivered it elsewhere. Dont know how this is going to affect me when she opens a case.
Do i need to do anything or just wait for case to open :-)

Re: Inr
 

Will this count as a defect bunneh. She says none of her staff signed for it and it did go to correct address. Have forwarded the signature to buyer so she can see herself :-)

Re: Inr
 

If you win the case it wont count as a defect. If she leaves you negative/neutral feedback than its a defect. There are legal ways to get such a feedback removed but I dont think you would want to bother.

I'm sure myHermes has procedures in place to handle these kind of situations so you just need to follow them for now.

Re: Inr
 

The value is so small that to avoid a defect i.could refund her but if she gave me a negative then it would be my own fault for not fighting it out.
Buyer seems pleasant enough but says she wants this sorting immediately as all her staff are trustworthy and noone signed for it.
This contradicts my hermes who say it was signed for from behind the bar by a member of staff :-(

Re: Inr
 

I would just refund her and apologise if I were you or send a replacement.

Re: Inr
 

I will await another message from her then will perhaps have to do that. So annoying

Re: Inr
 

I would do both


Refund here with apologies ,then if she's alright about it send her another one as it would seem to be a genuine mistake, or just send it anyway and hope she leaves good feedback.

Re: Inr
 

Dont have replacements. I sell used clothing :-)

Re: Inr
 

Yep, good to know the balance between customer satisfaction and bottomline profit :thumb:

Re: Inr
 

More chance of good feedback halo honey if you refund her, and as you say you cannot replace due to the item being used clothing, as it is low value refund seems to make the most sense

Re: Inr
 

Buyer has got back to me and says she will not accept a refund as this is not my fault. If i refund, then she will pay me again :-)
There are some decent buyers out there. She said that all she wanted was to see.the signature and would be happy after that.
She didnt let on but perhaps that signature is a member of her staff being caught out. Who knows :-)

Re: Inr
 

So she needs to contact Hermes herself to ask them to send her proof of delivery, and then she will not leave you any low dsr's halo! hopefully!

Re: Inr
 

I get loads of these, and eBay will always decide in your favour when the tracking and signature is provided.

they do at times, refund the buyer out of their huge bank account

Wouldnt worry about it too much, just enter the tracking details, wait for her to escalate it and then CS sort it out.

SO MANY SCAMMERS at the moment, eBay has created a world of scamming because of the money back guarantee. Now savvy sellers like us send everything signed for, they even try to get out of if with a signature!

I also send them an email saying ill report it to Hermes, and that 'Hermes normally send the courier back to the premises to sort it out with the person who signed for it'. This puts the wind up some of them, as if their courier is anything like mine you wouldnt want to upset her....funnily all of a sudden i get the email back 'oh i found it, my dog signed for it!'

Re: Inr
 

No, dosent work. Hermes dont talk to the customer of yours, only to you.

and the DSR's will be removed when the case is sorted out, or you ask for it to be removed by providing them with the tracking and signature.

Re: Inr
 

Good info there wired I wasn't aware that Hermes won't talk to the buyer, good come in handy in the future!

Re: Inr
 

Yeah, ive been caught out with that before.

One big problem I have found recently with Hermes, is in their T+C's, they only hold delivery signatures, and information on delivery for 28 days. So if you buyer places the 3-6 month rule with PayPal, you are screwed.

I had someone say it hadnt arrived from 7 weeks ago, Hermes wouldnt give me any details about it and all they said was that it was delivered (yet didnt show as delivered on the tracking)

Re: Inr
 

She did.but they wouldnt.discuss it with her. So i contacted them.and got the signature and mailed it to her and she.seemed happy with that :-)