Buyer opened case | Members help members

dianassecoundhand · 2026-02-05T22:34:38.414000Z

Hello, can someone please help me and suggest a solution? On 07/01/2026, I sold a lot of old gold and silver. The buyer paid immediately. I arranged shipping via Hermes as an insured parcel on 08/01/2026. At that time it had snowed a lot and Hermes kept postponing delivery due to the weather conditions. On 14/01/2026, the buyer then booked a preferred ParcelShop. Unfortunately, the parcel never arrived with the buyer. The buyer contacted me on 18/01/2026 and informed me that the parcel had not arrived and that a parcel search can only be started by the sender. I then contacted Hermes, explained everything, and submitted proof of the tracking number and the receipt. On 24/01/2026, Hermes informed me that the parcel could not be found and that I should file a loss report, which I did immediately that day as well. I submitted all the required proof and photos. To this day, there has been no response, let alone compensation, from Hermes. The buyer opened a request today and demanded a refund. Maybe I should have reached out to you first, but it has become very stressful in the meantime, so I arranged the refund to the buyer and that closed the case and the buyer got their money back. Can you help me somehow to put pressure on Hermes, since the parcel was sent insured up to €50.00, or can you suggest another solution so that the damage I suffered can be minimized? I would be very grateful for any help. Kind regards

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