Can Hermes refuse to issue me documents?
I didn't receive a delivery from AliExpress; it was probably stolen.
However, because the tracking information via Hermes indicates that the package has been delivered, AliExpress wants me to receive an official document from Hermes confirming that I did not sign for the delivery.
I asked Hermes, and they said they wouldn't issue such a document and that I should inform AliExpress that the package hadn't arrived. They would then have to contact them.
AliExpress, in turn, says that without proof that the delivery has not arrived, they cannot do anything.
I honestly feel like I'm in kindergarten. I actually understand AliExpress's position that they won't refund me when the tracking information via Hermes says the package was delivered. The courier probably just left the package somewhere without my explicit consent, where it was then stolen. In any case, I didn't sign for it.
So far, I've only read about an arbitration board at the Federal Network Agency. Could that help me finally get a document confirming that the package wasn't signed?
(3 votes)
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Then please inform the sender.
As far as I know, the shipping service provider is not required to issue the document you requested.
Declare to the sender, e.g. under oath, that you did not receive the shipment, if applicable.
But how am I supposed to comply with the request and prove that the package was not signed for?
As far as I know, you are not obliged to do so.
If necessary, please contact the consumer advice center or a lawyer.
Isn't that basically the same as saying "trust me"? How would they be obligated to accept such a thing?