Lost parcel

[alad1882]

Hi, 

I'm not sure if anyone else is having this problem but I've been having issues with evri delivery. I have sent around 20 parcels over the course of a month and 6 of them have gone missing. 2 out of the 6 went missing at the parcel shop (tracking says I never even sent the parcels which is not

true) and the other 4 have been collected by evri but have not updated in more than a week. I have contacted evri and I have not been able to get through to a human about the 2 parcels lost at the parcel shop but I have been able to contact someone about the other 4 that were collected. They confirmed that 1 of them has been lost and they are still investigating the other 3 and asked me to fill out a claims form. I've lost about £80 worth of items and I've had to offer free replacements on top of that. Does anyone know what I can do in this situation? Thanks

[alad1882]

I also forgot to mention that I am very worried this will affect my small business which I am running on eBay. I've sent replacements for lost parcels which have also gotten lost so this is really devastating for me.

[cobwebcottage]

Touch wood, I cannot remember the last time I had an Evri parcel go missing.  Must be over a year ago.

How are you booking your labels?  If you use Packlink, the tracking will be entered straight away and when you take them to the parcel shop/ PO they will scan the labels and give you a receipt for each parcel.  This also updates the tracking on Ebay. If your local shop is not scanning them then this is the issue so use another shop. 

Also, when you contact Packlink, you will  receive an e mail by a named customer service agent who will investigate any issues and keep in touch until it is resolved or deemed as lost. Then, you can submit a claim.

[dancewithadingo]

Good Morning Alad

Sorry to hear about your problems. This situation could indeed have an adverse effect on your account ie you could end up with  very harmful defects.  The best advice that I can offer is to forget Evri aka Evil and use The Royal Mail.

You will be very lucky to have a resolution from Evri.   They are absolutely hopeless.

Good luck

[rjwilmsi]

What can you do? Here are things to consider/try:

• you say some items didn't get scanned at all - does that mean that at the parcel shop the worker didn't scan the item in front of you? Insist that they do, or take the items to another parcel shop where they do the job properly.
• If Evri items stop getting tracking updates then sometimes using the Evri chat bot on their website to ask it to raise an investigation case will magically result in the parcel getting moving again within a day or so. So do that when necessary.
• Evri deliberately provide minimal customer service (I am saying "minimal" when I actually mean something rude). So getting in contact with them is hard. Best option is using the chatbot and the "missing parcel investigation" or "lost parcel claim form" keywords.
• Claims from Evri: in my experience as Evri have low compensation they make approximately zero effort for lost parcels, so just submit a loss claim for the allowable amount (typically £20) when you can, and hope that your items aren't one of the many excluded from compensation.

I think Evri are OK for low-value non-fragile items. However, I don't think they are anywhere near good enough for items of any real value. You will probably find that Royal Mail Tracked 48 is a much better service at similar prices for parcels up to 10kg, with meaningful insurance and most items covered, and if something does go wrong you can speak to a human and Royal Mail do settle valid claims (they are of course fussy about claims like everybody else).

[thetimetower]

If u use packlink, they are usually good at compensating u for the items and the postage. I've had about 10 missing and 2 damaged and all were compensated in full with postage. I just use Evri now. I stopped using Royal Mail because if something goes missing, they have 1000 ways to get out of paying u compensation. They wanted proof id been at the post office. Proof of the item and that it wasnt on their huge list of things u cant claim on. Plus the tracking on the cheaper services nails your account standing cuz they rarely get a scan.

[afloofdev]

From personal experience, I used to use Evri as it was cheaper, after sending about 10 packages with them, a really important item went missing. The buyer was understanding and it all resolved by them getting a full refund and me getting my money back from Evri, but it was quite a stressfull thing to go through.

Since then I've moved to Royal Mail, they are not perfect, but I haven't had an issue with them.

[voluntryblue]

Don't use evri

[m25jet]

To be honest I'd say that the solution is staring you in the face.  You state that you've posted about twenty items with Evri but that six of them have gone missing, which is a loss rate of roughly one in three parcels!  The loss rate you're currently experiencing is unsustainable in the long term if you don't want to end up with your eBay account being negatively impacted.  Therefore, in order to stop this problem in its tracks I'd strongly advise you to switch companies, especially since only one of the six parcels has been comfirmed as lost, but the other five have not yet been accounted for, whether delivered, in transit, or lost.

Although I no longer sell on eBay I always used to despatch my sold items via Royal Mail when I did sell on eBay, unless they were too heavy and bulky to post, in which case I advertised the items as Collection In Person Only.  In all the time that I sold on eBay I found Royal Mail to be extremely reliable and only ever had one item end up getting lost in transit, which was an item I sold to a buyer in Italy.  The problem was found to lie with the Italian postal service, as the tracking showed that the item had passed through the Royal Mail without any problems, it had made it through Italian Customs and had been passed onto the Italian postal service but at some point ended up getting lost in the Italiam postal system.  I ended up resending the buyer an identical item (it was only a low cost item) which he subsequently received, so the matter was resolved without the buyer needing to open an Item Not Received case, as he contacted me via the Ask Seller A Question option to enquire as to the whereabouts of the item, which is when I decided to check the tracking and see whether I could work out what had gone wrong.

At the end of the day no system is totally risk-free and there will still be some chance that an item may go missing, even if you were to switch companies, but given that you have sufficient proof that the company you are currently entrusting to deliver your sold items are clearly not up to the job, what is the point in continuing to use their services?

[gandestore]

To be honest Royal Mail aren't that much better as I have a parcel that was received by the local post office shop and then for some reason they tried to send it back and got to a mail sorting centre and the tracking ends there. The proof of delivery is a blurred picture of a letter so not even of the parcel.