Hermes.com ISSUES & SOLUTIONS

[papertiger]

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Happy online shopping

 

[ABCsquiz]

Hi,
My sister and I have different Hermes accounts but have the same shipping addresses. Yesterday we both bought kelly belts from the website (each of us bought one from her account).
A few hours later a Picotin 18 dropped and I was able to buy it, but 10 minutes later I received an email saying my order has been cancelled. When I contacted CS they said it was automatically canceled by their security system.
Today the exact same bag dropped on the website and I bought it again and same thing happened, minutes later my order got cancelled.
Can anyone advise me?
Are all my orders gonna be cancelled from know on?
Did they cancel because I bought the bag the same day I bought the belt?
Or maybe because my sister and I bought the same belt at the same with the same shipping address?
BTW the belt order didn’t get canceled, just the bag.

Your address may be blacklisted. It happened to a friend of mine in the UK, only it was for Louis Vuitton and not Hermes.

 

[c18027]

Has anyone had trouble purchasing on the website? I'm trying to store my credit card so that I can check out quicker when something I want pops up. However I can't even purchase a bar of soap with any of my cards, Visa or Amex. I have called customer service and they can't help me. I have called my credit card companies and they don't see any issues on their end. Am I blocked from purchasing on the website?

I’m currently having the same problem. H.com will not process any type of payment — credit card, Apple Pay, or PayPal. I’ve never had this issue before or with any other website.

Were you able to resolve this?

 

[G4H]

Hi,
My sister and I have different Hermes accounts but have the same shipping addresses. Yesterday we both bought kelly belts from the website (each of us bought one from her account).
A few hours later a Picotin 18 dropped and I was able to buy it, but 10 minutes later I received an email saying my order has been cancelled. When I contacted CS they said it was automatically canceled by their security system.
Today the exact same bag dropped on the website and I bought it again and same thing happened, minutes later my order got cancelled.
Can anyone advise me?
Are all my orders gonna be cancelled from know on?
Did they cancel because I bought the bag the same day I bought the belt?
Or maybe because my sister and I bought the same belt at the same with the same shipping address?
BTW the belt order didn’t get canceled, just the bag. View attachment 5945085

Very funny but my sister and I are having similar issues when trying to order Chypre. I have been able to order SLGs with no problem recently, but even when I place an order for Chypre with other items, I always get cancelled and my sister is dealing with the same issue. I haven’t placed a Chypre order since January so I shouldn’t be running into any kind of quota limit? My only thought is that my sister has sent orders to my house because I work remotely and am available to sign? I emailed support and their response was just that their automatic system was cancelling the orders with no further explanation. From two H loving sisters to another, I hope our issues get resolved 🫶

 

[c18027]

Update on the US H.com payment processing issue. Allowing pop-ups did not rectify the problem for me. The following did:

1) On my iPhone, I clicked on the AA in the website address bar
2) I clicked on “Website Settings”
3) I turned off “Request Website Desktop”
4) I changed “Location” to “Ask”

Voilà ! The payment type window opened, but the wheel did not stop spinning. I was beginning to think that it was all for naught, until I switched over to email and saw the order confirmation.

I hope that this helps someone else!

 

[J’adore H]

Apparently now you can only buy two slgs every six months. I bought a calvi and bastia last month and tried purchasing a Ulysse notebook cover which was cancelled.

 

[foxyqt]

Ugh I’m also having trouble with the website. I’ve always had really good luck but recently I was able to check out a Della Cavalleria Elan TWICE and it got canceled both times :/ have no idea why. Its definitely not a quota issue as I’ve only made one purchase this year (a mini Bolide in January). Both times I’ve gotten an order confirmation email. The first order got cancelled within a couple of minutes. The bag came back on and I checked it out, then I got a cancelation after 2 hours. The order status was “Approving order” - I had already confirmed the transaction with my bank.

CS were of no help. They just said to keep trying.

 

[lumiloo]

Happy Sunday! Quick question from a newbie - has anyone ever had any issues with returning items purchased on the website? I'm planning to make my first scarf purchase directly from H (have only bought pre-loved before), and I have a few top contenders that I would like to see side by side. I did go to the store and got to see a few of them in person, but honestly I just prefer to buy online. I don't like shopping when I feel like there's pressure to make a decision or that I'm wasting someone's time, and I like being able to try things on with different outfits in my own wardrobe. I know that H.com allows returns, but are they frowned upon? With any other store, I wouldn't think twice about ordering a few options and keeping my favorite(s)/returning the rest, but with all of the etiquette surrounding shopping at Hermes, I'm worried that it's an unspoken faux pas. Any advice from experienced shoppers?

 

[QuelleFromage]

Update on the US H.com payment processing issue. Allowing pop-ups did not rectify the problem for me. The following did:

1) On my iPhone, I clicked on the AA in the website address bar
2) I clicked on “Website Settings”
3) I turned off “Request Website Desktop”
4) I changed “Location” to “Ask”

Voilà ! The payment type window opened, but the wheel did not stop spinning. I was beginning to think that it was all for naught, until I switched over to email and saw the order confirmation.

I hope that this helps someone else!

These are browser settings. It is wise for anyone having website issues to check their browser settings before assuming it's a site issue.

 

[HappySteve]

Happy Sunday! Quick question from a newbie - has anyone ever had any issues with returning items purchased on the website? I'm planning to make my first scarf purchase directly from H (have only bought pre-loved before), and I have a few top contenders that I would like to see side by side. I did go to the store and got to see a few of them in person, but honestly I just prefer to buy online. I don't like shopping when I feel like there's pressure to make a decision or that I'm wasting someone's time, and I like being able to try things on with different outfits in my own wardrobe. I know that H.com allows returns, but are they frowned upon? With any other store, I wouldn't think twice about ordering a few options and keeping my favorite(s)/returning the rest, but with all of the etiquette surrounding shopping at Hermes, I'm worried that it's an unspoken faux pas. Any advice from experienced shoppers?

Returns are accepted, meaning you can return in original Packadging with all stickers on it. I would think it is ok and not frowned upon, unless you would order 10 scarves to keep 1 … those are my two cents… I never returned anything but my SA told me that if we order online we can easily return …

 

[bagsnshoess]

Happy Sunday! Quick question from a newbie - has anyone ever had any issues with returning items purchased on the website? I'm planning to make my first scarf purchase directly from H (have only bought pre-loved before), and I have a few top contenders that I would like to see side by side. I did go to the store and got to see a few of them in person, but honestly I just prefer to buy online. I don't like shopping when I feel like there's pressure to make a decision or that I'm wasting someone's time, and I like being able to try things on with different outfits in my own wardrobe. I know that H.com allows returns, but are they frowned upon? With any other store, I wouldn't think twice about ordering a few options and keeping my favorite(s)/returning the rest, but with all of the etiquette surrounding shopping at Hermes, I'm worried that it's an unspoken faux pas. Any advice from experienced shoppers?

I've returned at least 2 shoe orders and a bag order too! Never had any issues with any returns, I haven't tried to buy any other bag haha, not sure if it will impact that or not! All times I kept everything including the DHL box it arrived in.

 

[lumiloo]

Thank you both so much @bagsnshoess and @steve.b! I appreciate you sharing your experiences.

I haven't tried to buy any other bag haha, not sure if it will impact that or not!

Haha I did consider this as well, but I don't realistically see myself becoming a bag shopper any time in the near (or distant) future, so hopefully not an issue.

 

[foxyqt]

I’m beyond frustrated with the site. A beautiful Gris Misty DC Elan came up today, and as I was trying to Add To Cart, it gave me a message that the website is trying to verify my device (??) Not my account, my device (I was using my iPhone) and then immediately I get the “You’ve been blocked” page. This is all before I even reach the cart page, its just as Im trying to add the item to my cart. Is it even possible that my device is blocked? I tried connecting to WiFi, hoping that it is an IP related issue, but still the same thing kept happening.

On my last attempt, I went on my PC, and was able to check out successfully. Payment went through, I got an email confirmation and everything, I was ecstatic. Only for them to cancel the order and reverse the payment back to my card within minutes!

I really have no clue what’s going on. I called CS and texted their WhatsApp number - no help. I’m so upset!

 

[acrowcounted]

I’m beyond frustrated with the site. A beautiful Gris Misty DC Elan came up today, and as I was trying to Add To Cart, it gave me a message that the website is trying to verify my device (??) Not my account, my device (I was using my iPhone) and then immediately I get the “You’ve been blocked” page. This is all before I even reach the cart page, its just as Im trying to add the item to my cart. Is it even possible that my device is blocked? I tried connecting to WiFi, hoping that it is an IP related issue, but still the same thing kept happening.

On my last attempt, I went on my PC, and was able to check out successfully. Payment went through, I got an email confirmation and everything, I was ecstatic. Only for them to cancel the order and reverse the payment back to my card within minutes!

I really have no clue what’s going on. I called CS and texted their WhatsApp number - no help. I’m so upset!

This is a 100% typical Hermes.com experience. Don't take any of it personally. All you can do is keep trying.

 

[BagUSeek]

I’m beyond frustrated with the site. A beautiful Gris Misty DC Elan came up today, and as I was trying to Add To Cart, it gave me a message that the website is trying to verify my device (??) Not my account, my device (I was using my iPhone) and then immediately I get the “You’ve been blocked” page. This is all before I even reach the cart page, its just as Im trying to add the item to my cart. Is it even possible that my device is blocked? I tried connecting to WiFi, hoping that it is an IP related issue, but still the same thing kept happening.

On my last attempt, I went on my PC, and was able to check out successfully. Payment went through, I got an email confirmation and everything, I was ecstatic. Only for them to cancel the order and reverse the payment back to my card within minutes!

I really have no clue what’s going on. I called CS and texted their WhatsApp number - no help. I’m so upset!

This is sadly a very common experience. Luckily the block is only temporary is usually gone within a few hours. But this is often too late to pick up any in-demand product you find.

It happens when Hermes anti-bot provider, DataDome, deems your actions as being too likely to have come from a bot or suspicious network. A lot of things can cause this, opening too many pages too quickly, using a VPN or other widely shared network, unusual website navigation like going to a bunch of pages directly vs navigating from one page to another on the site.

Switching to another network and another device usually will allow you to get around a block like this because a new device and new network creates a different enough "fingerprint" that DataDome no longer recognizes you as being the same user they blocked. This is all automated stuff that CS people will only have the vaguest ideas what is causing it and why; there are people who make their living trying to reverse engineer and figure out this blocking.

• I'm not sure Hermes has properly implemented a checkout procedure that ensures if an order has gone through that the item is still in stock. This is actually somewhat complicated to handle correctly and is easy to implement incorrectly.
• Hermes has been getting very strict about how many bags and small leather goods can be ordered online. If you've ordered any bags in the past ~6 months or so that could have caused the order to get cancelled.

Hopefully some of that is helpful!

 

[foxyqt]

Thank you so much @BagUSeek this is very very helpful!