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Item not arrived, although Hermes says it was delivered
Summary: diederschnellste reports a problem with a package that was supposed to be delivered via Hermes but was marked as delivered even though he was not home. He suspects that the courier either left the package in the wrong place or took it with them, and asks the community for advice. perfect-sally suggests providing the item number for an investigation by an eBay employee. melina@ebay recommends getting back in touch after the clarification period ends on 28/08/2026 and, in the meantime, opening an investigation with Hermes together with the seller.
Hello dear community,
here’s the situation. I bought an item worth 50 euros from a private seller a little under two weeks ago, shipped via Hermes.
However, Hermes has now done Hermes things and supposedly handed the package over to me on Friday at noon, even though I can prove that I was at work with my colleagues and was not in the apartment. My rental contract also lists only me as the tenant, so it’s also ruled out that a roommate, girlfriend, family, etc. could have been the one.
Hermes apparently already tried to deliver the package on Wednesday and Thursday at the same time, when I was also not home. Presumably the delivery driver then didn’t know what to do with it on Friday and either tossed it somewhere impossible to find or pocketed it. I’ve already asked my neighbors and put up notices in the stairwell asking who might have seen the package, but there’s been no response. So I have to assume it’s gone missing.
Since the seller only sent me the updated tracking number on Sunday, after the package had already gone missing, I also couldn’t arrange for it to be redirected to a parcel shop. That might have avoided the failed delivery on Friday.
So now the question is how I should handle this. In principle, the seller can’t help it if Hermes messed up the package. On the other hand, I can prove that I definitely could not have received the package on Friday. I also don’t know how buyer protection will decide here, since it was a private sale with supposed delivery by the shipping provider. Presumably the seller has the best chance of getting the money back through the shipping provider? Of course I’ve already contacted Hermes myself. I do understand that the working conditions there aren’t exactly ideal. But at the very least they could have sent it back to the sender before it vanished into nirvana.
To be honest, I’m a bit at a loss here, and on Sunday I was almost completely disillusioned when I saw that I was supposedly the one who received it :/
Thanks in advance for your help.
melina@ebay
Mentor1 week agoHello @diederschnellste .
Thanks for reaching out to us about your item that hasn’t arrived. I understand your confusion. You’ve already opened a request as well. However, we can only step in here after the clarification period has expired. So please get back in touch with us from 28.08.2026 onward. In the meantime, you can file an investigation request with Hermes together with the seller. I’m wishing you lots of success in advance.
@perfect-sally Thanks for the tag-in.
Kind regards
Melina
perfect-sally
Mentor1 week ago · EditedAre only people who are also on the lease allowed to stay in "your" apartment? That’s beyond my understanding.
If the tracking number says delivered, it’ll be difficult for you with buyer protection, but if you give the item number, we can ask an eBay employee to take a look. She’ll reply here.
@melina@ebay could you please have a look? Thanks
diederschnellste
OP1 week ago · EditedHi, thanks for the feedback, the comments make sense, thanks for the feedback. 😃
The tracking info specifically says:
Delivered to: my last name.
That really narrows down the group of people who supposedly accepted the package.
The order number is:
20-14995-55280