Evri destroyed the parcel I sent. I refunded the buyer, how do I claim against Evri?
Summary: screamingpict expressed frustration after refunding a buyer for a damaged item, only to find difficulty in claiming against the delivery service. jonatjonatjonat and 4_bathrooms informed them that due to using eBay's Simple Delivery, the correct procedure was for the buyer to initiate a damage claim, which would involve eBay handling the refund. Another participant, department28, explained that other sellers have faced similar issues and suggested a reminder system for sellers. Finally, selective_distribution encouraged contacting Customer Services directly, leading screamingpict to successfully negotiate a refund, much to their relief.
I sold an item for about £45, purchased shipping via eBay, packaged it up with ample packaging material and a decent box. It arrived as if someone had jumped on it and was broken. The buyer sent photos and it was crushed when it was left by their door.
I refunded the buyer their money but now cannot see how to claim against Evri for the damage. I submitted a claim to Evri directly but they are saying I have to go through eBay, meanwhile every time I try to search the help database eBay decides I am a bot and interrupts my search :( ARGH!
Can anyone point me at what I should do?
screamingpict
OP3 weeks agoCan I just say that the help I have received on this thread has been fantastic and way above my expectations. Thank you all for the help! This community is wonderful.
selective_distribution
·3 weeks agoIt`s NOT a loss. You need to contact Customer Services and explain the situation, and ask if they can do a Manual Override to refund your money, as you thought that you were doing the right thing, seeing as how the system prompted you to give a refund. You may have to try more than 1 agent as they do not all seem to understand. This is what happened to me under the same circumstances, and I got a full refund....best of luck!
screamingpict
OP3 weeks agoOh! Thanks ever so much- I had poked around and found a lot of automatic systems but never found the option to actually talk to someone- I push harder and found it and they are going to refund my money- thank you, you have made my day! <3
department28
·3 weeks ago@screamingpict 'Darn. I wanted to sort out the customer ASAP and thought that was the right path.'
It's no consolation, but you're not the first person to have done this, and won't be the last... Even though Simple Delivery has been around for a while now, many still don't realise that the buyer must open a case, then eBay will do the refunding for damaged parcels, not the courier. Like yourself, they try to be a helpful seller by refunding promptly, then discover they've 'jumped the gun' - and it's too late to get a refund...
Perhaps a little reminder box about 'Simple Delivery refunds for damaged parcels' should pop-up before a refund is sent? It is a shame so many sellers lose money by making this hasty mistake!
screamingpict
OP3 weeks agoOh no. Other searches are showing me I should have asked the buyer to open a case rather than jumping to refund them :( is there anything I can do or am I just going to have to take the loss?
jonatjonatjonat
·3 weeks agoIs it the Fujitsu ScanSnap?
That states it was sold with Simple Delivery (buyer pays)
But you also state you purchased shipping via ebay - which with Simple Delivery, you shouldn't have had to do - ebay should have just supplied you the label.
If you did use the Simple Delivery label - yes, you should have got the buyer to open an item damaged case and ebay will deal with it under Simple delivery.
screamingpict
OP3 weeks agoYes- that's the one. Sorry I may be conflating "bought shipping from eBay"- you are correct I believe that it was Simple Delivery. I guess there's nothing I can do but pay more attention to the process next time :( Thank you for the help.
4_bathrooms
·3 weeks agoAs you have found out you should have asked the buyer to open a return request with "arrived damaged" as the reason. eBay would have then refunded the buyer themselves with no impact to yourself.
Unfortunately as you voluntarily refunded the buyer eBay's involvement has ended. You can't claim from Evri because you were not Evri's customer (eBay were).
screamingpict
OP3 weeks agoDarn. I wanted to sort out the customer ASAP and thought that was the right path. Great. Another loss on eBay. Sigh. Thanks for the info.