Help with missing click and collect parcel - Evri | Member To Member Support

rainqueen49 · 2025-10-22T08:23:38.034000Z

On October 7th I ordered an item for delivery to an Evri parcelshop for click and collect. Seller dispatched the item on the 9th using simple delivery, estimated delivery at that point was the 12th. After the inevitable Evri faffing about, on the 14th the tracking said it had been delivered to the parcelshop. It was quite late in the day so I went the next day to collect and they didn't have the parcel. They went through every single parcel they had in the shop, it would be a fairly large item so hard to miss. I chased up with ebay and Evri, predictably had no joy in getting any kind of human to help me from Evri, but ebay support advised it had probably been marked as delivered in error and to hold on for a few more days and see if it turned up. No update on the tracking the next day, but on the 16th my parcel tracked as out for delivery, but in the end was not delivered to the parcelshop, at this point I opened an item not received case. Ebay said as the item was still being tracked to wait until Tuesday 21st, which I was happy to do. No further updates on the tracking until Monday the 20th, another out for delivery without actually being delivered, then on Tuesday it was scanned in the depot but no out for delivery track, until at 17:15 I received an email from evri that it was ready to collect. I arrived at the parcelshop about half an hour later, but once again no parcel. When I described the rough size of the parcel the lady in the shop said that Evri had delivered it in the morning then said there was a problem and taken it away again. In the meantime, ebay have closed my item not received case saying there is tracking showing the item has been delivered to my address. I'm waiting for a call back from ebay this morning, spoke to an agent first thing who said it would be escalated to a specialist team. In the meantime, where do I stand on this? Is is likely ebay will review and refund me? From my point of view the item has not been delivered as I have not collected it. I can't prove it hasn't been delivered to the parcelshop, and as the contract with evri is with them, surely this is ebay's responsibility to sort out? The parcel is worth £250 so not a trivial amount of money to be on the hook for. I've been an ebay customer since 2009 and have never claimed a refund on any of my orders in that time.

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Help with missing click and collect parcel - Evri | Member To Member Support | eBay UK