Parcel provider found to be underpaying
An investigation by Retail Express magazine has resulted in independent retailers receiving thousands of pounds in unpaid commission from parcel delivery firm myHermes.
Retail Express found the parcel provider had been undercounting the number of parcels retailers had been handling since the end of last year, resulting in hundreds of missed parcels and underpayments.
The probe was launched by Retail Express editor Megan Humphrey when the number of calls she received from small business owners about the issue snowballed. It has also featured on the magazine’s sister website betterRetailing.com
Under pressure from Retail Express, myHermes admitted to errors caused by a "glitch" and promised to pay back what is owed to those shops affected by mid-March at the latest.
Retailer Atul Sodha, owner of Peverills Londis Harefield in Uxbridge, said he has since been refunded for 342 missing parcels.
“The worrying thing is I didn’t even know I was owed this,” he said. “I’ll be keeping a much more watchful eye on the parcels coming into and out of my store from now on.”
Retail Express editor Megan says: “Retailers had been fighting to rectify the issues they were experiencing for months, with no success.
“Hearing first-hand how the continued missed payments had such a detrimental impact on these stores’ cash flow only encouraged me further to help them get back what they deserved.
“For too long, independent retailers are left in the dark by larger organisations, and I’m happy that Retail Express was able to shine a light on this and push for retailers to be compensated as soon as possible.
“Retailers have gone above and beyond during the pandemic to serve their communities and offering a parcel service is something vital that customers value. Store owners should receive the same respect back from the companies they work with,” she adds.
One local store owner claimed they were underpaid for 1,114 parcels over eight weeks, while another independent convenience retailer said they were owed for 300 parcels across a six-week period.
Natalie Lightfoot of Londis Solo Convenience in Glasgow also fell victim to the calculation errors. She said: “Last week, myHermes only paid me for one parcel when I know I had processed double figures. When I see this, it makes me wonder if it has ever been right.”
Following Megan’s investigation, myHermes admitted that a "technical glitch" in its system at the end of last year had resulted in a small number of mistakes in payments.
Retail Express and betterRetailing.com are part of Newtrade Media Ltd, whose mission it is to inspire and support the causes and advancement of independent retail.