Thanks for your assistance! Just to check, it is Packlink who refused my claim for loss. My only contact with Hermes has been through Resolver (their reply above). It's impossible to speak to someone over the phone, the only method of contact with Hermer I can see is through their automated chatbot 'Holly'. I still have 12 days before I can escalate the case to Customer Relations. I take on board what you have stated and from what you have mentioned on the Consumer Rights Act I am prepared to go through the court route. Should I wait to escalate the case first and try to make a claim against Hermes through Resolver?

Sure, will do! Thanks this is very useful. I did go through Resolver to raise a case against Hermes. They said this: So effectively they pushed me towards Packlink. Packlink last said to me: So from your advice I take it that I should try to claim compensation from Hermes.

As a private seller on ebay, I sold a premium perfume for £320 using Hermes through Packlink which they then subsequently lost in transit. I didn't take out extra insurance since I had no issues with posting similar sold bottles of it previously. I had to go through the stress of trying to speak to someone and waiting hours on Packlink's webchat. I also had to refund the buyer since they never received the item. After weeks of investigating with Hermes, Packlink eventually declared the item lost and sent me a claim form hoping they would maybe refund me. After I sent the completed form they came back and said that alcohol based items are on their prohibited list (which I had no idea about since I see so many perfumes sold on ebay) and so I cannot make any claim at all and so I stand to lose my money. I spoke with ebay but they declared they have no affiliation with Packlink and Hermes also didn't want to hear anything of it and said I had to deal with Packlink. I thought ebay would take some responsibility since they advertise Packlink on their site and provides greater convenience for sellers. They should also inform me I cannot post the item being on some prohibited list. I have used the resolver site to open cases against Packlink and Hermer but don't think that is going anywhere. I have read elsewhere on similar instances in this forum that users should open a small claims case against Hermes. Is that be something I should consider or the fact that the item is supposedly prohibited and I did not pay for extra insurance it would not be a good idea?