Hermes International (Italy): Tracking + eBay status "delivered", buyer requested a refund via eBay – how should I proceed correctly? | Shipping

berndknauer · 2026-06-26T11:13:29.908652Z

Good day everyone,I’ve been reading along in the eBay forum for quite some time and have already been able to find lots of helpful information there. Unfortunately, I couldn’t find a search function in the new forum. Even via Google I only ended up on old forum posts, which now only end with “The page you requested does not exist.” If this topic has already been covered, please bear with me.Now to my case:Facts:Order number 03-14780-25174Buyer from ItalyShipping with Hermes Paket S International Total amount: €49.50 (minus eBay fees)Hermes tracking stored on eBay (also shown there as delivered) and Hermes tracking link is accessibleShipment according to Hermes tracking - delivered yesterday, 25/6/26Shipped to the buyer address stored on eBay (proof of acceptance and shipping label with correct address are available)Buyer claims not to have received the shipment and has requested a refund.eBay says that the buyer can hand the case over to eBay for a decision from 01/07.I have already contacted Hermes and asked them to review it.My questions:eBay is currently offering me the following response options to the buyer’s return request:Update tracking information for the buyer (what new information could I add there/after all the relevant tracking number and status “Delivered” are already stored)Issue a refund to the buyer (nope)Send message to buyerWhich option would you choose in my situation?In principle, is Hermes’ proof of delivery enough for eBay to grant seller protection?Since Hermes’ review will likely take longer than the eBay deadline until 01/07: How should I deal with eBay?As I understand it, eBay buyer/seller protection and any subsequent investigation or liability review by Hermes are two separate processes. Is that correct, or is there anything to watch out for (within/outside eBay)?What have your experiences been with cases like this for international shipments when tracking clearly shows “delivered,” but the buyer denies receipt?If any information is missing or documents (e.g. tracking, shipment history, or communication) would be helpful, I’d be happy to provide them.As far as I know, the buyer has also already contacted the Italian Hermes partner (HR Parcel) and is waiting for a response there. At the same time, he is sending me messages several times. I have already forwarded the case to Hermes for “review” and want to behave correctly toward the buyer and eBay until it is clarified. It’s far too early for an investigation, etc., and Hermes will certainly only respond after the eBay deadline of 01/07/26 anyway, but if it helps :-) Maybe someone from the eBay team can also take a look at the case or help accordingly.Thank you all very much for your help and sunny greetings!

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Hermes International (Italy): Tracking + eBay status "delivered", buyer requested a refund via eBay – how should I proceed correctly? | Shipping | eBay Germany