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

[krmacg]

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.

[**peaseblossom**]

If you used the SD label it will have your return address on it.    Check on here:

https://accountsettings.ebay.co.uk/uas/addresses

It's never a good idea to send unnecessary messages to buyers.     

[krmacg]

I didn't have a return address set up - I just set one up but does this mean my Evri parcel does not have a return address attached or is it fine now that I added it? 

I normally just message to say when I am posting and how it is packed, message to say it's posted, and then on delivery day message to say I hope they like their item. I guess because I have sold on Vinted and it's kind of expected that you contact your buyers as there is a lot of back and forth there. After the buyer messaged about being unsure about the delivery even being delivered, I just told them their options with Evri (divert to parcel shop via tracking link or contact Evri to change address).

[tobiasd4]

I know you are trying to be a good seller, but ebay don't encourage unnecessary messages with buyers.

With SD ebay inform buyer when seller posts item and some carriers also update them with delivery status.

[**peaseblossom**]

If you printed the label before you set up the return address the parcel won't have a return address on it.   Presumably people will be back at the work address on Monday so hopefully Evri will try again.

[krmacg]

I can't find anything online on what happens if the parcel is undelivered 3 times, if I don't have a return address with my label. Like, how do they decide where to send it back?

Evri customer service is all chatbots with 0 way to contact a human so I don't know how to get Evri to add a return address to this delivery.

[**peaseblossom**]

You can try contacting Evri on 0330 808 5456.   You should be able to leave a message to get a callback.

[krmacg]

I did try this - I would suggest that smaller sellers check the couriers they are allowing and uncheck evri, they are impossible to contact for any queries for both sellers and buyers as both their number and chat bot do not allow you to contact an agent. I understand this buyers worry with Evri not being able to deliver their parcel successfully.

I contacted eBay, getting through to an actual human by the chat arranging a phone call, and they said as I didn't have a logged return address at the time of the label being printed/shipped that it will not have a return address on that label as it only uses what is logged in the return address section, not your primary address. Since I used simple delivery I will receive the money for the item from eBay if the shipment is marked as undelivered and is never returned back to me and eBay would handle reimbursing the buyer.  I also asked about if it is marked as delivered but the buyer reported that they never received it, and they said in that situation I would get my money as well and eBay would handle the customer - whether they are refunded or not it would be handled solely by eBay. 

I know there are issues with simple delivery, but this does calm my nerves a bit as it was a high value item. I would urge other new/inexperienced sellers to check they had a return address set up as I assumed my primary address as a seller was used for the return address as I was never prompted to add a return address.

Since people urged me to not message buyers much, does this mean I shouldn't say "I contacted eBay and if it is marked as undelivered or lost you will be refunded for the item. If it is marked as delivered but your courier never actually gave you the item, you will need to contact eBay to get it resolved.", as that is what I would normally do. 

[tobiasd4]

I think best not to contact buyer unless they contact you.

If buyer opens item not received case, as ebay told you they should deal with it.