Reshipment after Hermes returned the item marked "refused acceptance" | Members help members

elluweyer · 2026-01-25T14:41:46.859000Z

Order 15-14096-25848eBay item no.:186923500093Hello dear community,I have the following problem: a Hermes parcel to a buyer (order number see above) was returned as “delivery refused”. The buyer assured me that he did not refuse the delivery and that on the day the parcel was supposedly delivered (Wednesday), he was at home all day and no Hermes delivery arrived. I believe him – his house is out of the way and I suspect that Hermes wasn’t there at all because the driver was under time pressure. The tracking showed the following last entries (after that it ends and the parcel can no longer be accessed via tracking): - Fri, 23 Jan 1:17 The shipment was prepared in Hückelhoven (Mönchengladbach) for onward transport.- Wed, 21 Jan 16:43 The shipment was unfortunately misrouted, we are already getting it back on the right track. Unfortunately, this is delaying delivery.- Wed, 21 Jan 8:31 The shipment was loaded onto the delivery vehicle and is expected to be delivered today. That means there is nowhere any mention that the parcel was delivered at all, let alone that delivery was refused (that only says so on the label on the returned parcel). The message that the parcel was “misrouted” also points in a different direction and is not compatible with Hermes’s stated reason for return, “delivery refused”. The buyer is now asking me to send the parcel again, possibly with DHL instead of Hermes. I’m happy to do that, but I’m not prepared to pay the extra postage. I would therefore refund him the purchase price without the Hermes shipping cost and ask him to buy the item again (this time with shipping via DHL; I have changed the shipping option in the eBay listing). If and when I get the money back from Hermes (of course I will complain to them), I will also refund him the Hermes shipping costs. Is this the correct procedure and what exactly do I need to do technically so that the process is recorded correctly in the eBay system? At the moment eBay shows that the item was shipped, but not delivered. Thanks in advance for your help!

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Reshipment after Hermes returned the item marked "refused acceptance" | Members help members | eBay Germany