In a nutshell: If you lose a package or discover an item missing during delivery by Hermes (now Evri), contact the company promptly. Recipients can use the chatbot or call-back channel, while senders can
Losing a package or finding out that an item is missing while it's on its way can be upsetting. Reporting it on time to Hermes (Now named Evri) can help sort things out smoothly. Keep reading to learn what to do if you've lost your item or it's gone missing while being delivered by Hermes.
Contact Hermes as soon as possible to discuss the situation. Depending on whether you're the sender or the recipient, you can reach its team through various channels. Recipients can use the chatbot or call-back channel on the website, while senders can contact customer support by phone or through the webform.
The Hermes customer service team at your local depot will handle your complaint. It'll investigate the lost item and keep you updated on the progress. You'll receive an email or phone call from Hermes, according to your preference, to inform you of the investigation's outcome and explain the next step.
In some cases, if you're the recipient of the parcel, Hermes may suggest reaching out to the sender or the retailer from whom you bought the item. Though it might seem counterintuitive, the senders are often best placed to assist you in arranging a replacement or issuing a refund. They'll handle any necessary compensation claims directly with Hermes.
Provide as much detail as possible when reporting the lost or missing item. These include the tracking number, recipient's details and any relevant delivery documentation. Regular communication ensures that you're informed of any updates regarding your complaint and allows Hermes to address any concerns on time.
If Hermes is unable to locate the missing item, it may offer compensation for its value. This compensation reflects the item's declared value at the time of shipping. In addition to compensation for the lost item, you may also qualify for refunds for shipping costs or other associated fees.
Follow up to confirm the outcome once Hermes resolves your complaint. Ensure that Hermes processes any compensation or refunds promptly. You can escalate the matter through the Hermes complaints procedure if you're dissatisfied with the resolution.
Hermes might recommend contacting the sender or retailer directly for assistance with lost or missing items. Senders are better positioned to handle such requests. The sender will contact Hermes to seek compensation if needed. This approach can expedite resolution.
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