Buyer says they won't be able to receive their Evri parcel - what do I do? | Member To Member Support

krmacg · 2025-10-03T13:15:30.213000Z

So this is my third time selling on eBay, I got an Evri tracking link after using eBay simple delivery and completely forgot to write a return address on the box now the buyer is saying that they won't be able to get it at the delivery time given and I don't know what happens if delivery fails. This was a really valuable pair of designer heels, the buyer addressed it to their husbands place of work because someone is always there to accept parcels. When I messaged today (delivery day) to say I hope they find everything well with the shoes, they responded saying the parcel is being delivered too late for anyone to BE at the place of work and they are upset it was using Evri and they never would have bought the shoes if they knew Evri would deliver. As far as I am aware I haven't excluded any couriers so doesn't this mean they choose between the couriers (Evri and Royal Mail) themselves or is it eBay that decides? Though this has made me think maybe I should exclude Evri in my other items I am selling. I messaged saying I am sorry, and asked if they were able to divert to a parcel shop. I am really stressed as I don't know what happens if they cannot receive this parcel as it was sent via parcel shop, do I somehow get the parcel back? Does eBay register a return address when it sorts delivery via Simple Delivery? If Evri cannot deliver to this address, what happens? Where does the parcel go, and do I get any money or am I out of the shoes and the payment? I normally take photos of the box with label before I send it off but I completely forgot this time.I really can't afford to lose these shoes AND the payment so I am incredibly stressed.

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Buyer says they won't be able to receive their Evri parcel - what do I do? | Member To Member Support | eBay UK