I am a seller and I have never used Hermes and my limited experience is based on odd time that a buyer returns an item using Hermes and without fail there are problems. I use Royal mail and find that service provided is excellent.
If you have a copy of label that you used showing your buyer's full address then I would recommend that you send this to your buyer through eBay messages.
Basically you have 2 options.
1: Simply rely on what Hermes website states which is item delivered and advise buyer that you are starting a claim despite the fact that track& trace shows item delivered and you will keep your buyer informed of developments.
I suspect Hermes automated system will allow you to challenge delivery status/ make a claim?
2: Accept that your buyer is telling the truth and you issue them with a full refund knowing that there is no guarantee that Hermes will accept your claim.
Should you decide against this then advise buyer that he has the option of opening an Item not received case and when case is opened then you would respond on the case by uploading tracking reference and in comments stating track& trace shows item delivered. Should buyer escalate the case then I would expect eBay to close the case without a refund to buyer and any feedback left will be removed.
Should Hermes accept your claim for mis-delivery/ lost in transit at a later date then you can issue a refund to your buyer.
Hope this helps.
