How do you go about reporting the issue?

For me, I open up a web chat on their website. I inform them that parcel number hasn't been recieved by recipient and i'm enquiring about its status.

They say give them a few mins to look into it.

They get back to me either that the item is still at the hub and will take 1-3 days, or they will confirm it as missing and issue a claims form.

Fill out the form from your account. After a few days they confirm the claim and issue the refund to your payment method.

Once they found a missing item and offered to send it back to me, or the recipient. I obviously opted for myself because recipient had already been refunded.

They sent it on to the recipient regardless and they played dumb and obviously pocketed the item.

However Hermes even refunded me for that because of their mistake.