Evri lost my parcel to be delivered to buyer - a simple delivery method - what's the process? | Member To Member Support

lobstertail · 2026-04-13T12:07:04.006000Z

Hi eBayers, A bit of a nightmare here…a buyer bought an item from me right before Easter and picked Evri as the courier. I dropped the parcel off at my usual location, well within the time frame, on Monday. By the early hours of Thursday, the tracking said it was “at the customer’s local depot”, then it changed to “routed to incorrect depot” for most of Thursday. Later on, it updated again to “Sorry, your parcel’s been delayed. We’ll update your tracking when it’s on the way next working day”.Just for the record, I’ve never had a parcel go missing before. I send loads of parcels, always with the right address and big waterproof labels, and my buyers always receive their items successfully.Because it was the Easter bank holidays, I thought I’d let Evri sort it out by the next working day, which was Tuesday last week. But the tracking status didn’t change the whole week, and my buyer has been messaging, wondering what happened to his parcel. I’ve informed him with snap shots of Evris email to the situation and have been chasing Evri and keeping my buyer updated.Today Evri have finally said they can’t locate my parcel, even though they’ve supposedly tried everything.So, here’s my question: what is the process when a buyer hasn’t received his parcel because the courier could not locate it? Do I have to refund the buyer and lose out on ~£100? Or does eBay refund them instead?Would really appreciate your advice, thank you all in advance.

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Evri lost my parcel to be delivered to buyer - a simple delivery method - what's the process? | Member To Member Support | eBay UK