myHermes admits underpaying stores in PUDO network

myHermes has started to compensate convenience stores that handle its pick-up/drop-off (PUDO) service after thousands of parcels failed to be registered as being handled by the stores, denying the retailers the compensation they were due.

The carrier claims the situation is a ‘glitch’ in its computer system. It offers convenience stores £0.35 per parcel handled. Many stores reported that the commission payments didn’t match the amount of parcels actually handled.

Hardik Patel, owner of Svarn News & Off Licence in Stafford said for example, he had handled 300 parcels over six weeks. “Last week, I was underpaid by 74 parcels, he said. “This isn’t anything new. I’ve been having issues on and off for more than a year. Between 26 December and 13 February, I was underpaid by 315 parcels.” Another reported they had been underpaid by over 1,000 parcels.

A retailing news site contacted myHermes that admitted a “data issue at the end of last year resulted in a small number of mistakes in payments”.

A spokesperson said: “Once we had identified the problem it was quickly fixed and our team is currently contacting all those affected to apologise.  The correct payments will be made as soon as possible by the 19th March latest. This will happen automatically and there is no requirement for partners to contact us or provide further information.”

The myHermes spokesperson added: “Moving forward, we would like to remind partners that we can be contacted via the helpline, via the dedicated email or by calling their allocated business development manager.”