Evri QR Code scanned twice

[jackimccormic-0]

Evri code has been scanned twice, I have reciept to show this. Only realised when buyer opened a rerun. Hoping second parcel, obviously with same ref no will turn up, as then buyer will have item ordered and can keep extra item. Can not get to talk to a human at Evri and have spoken to EBay customer services as used simple delivery but it was suggested that I take it up with Evri. Thank you 

[jckl1957]

Do you mean the first buyer has opened a case for 'item not received' or have they received an incorrect item and started a return?

When you use Simple Delivery, Ebay deal with 'item not received' cases but they won't pay out unless you have confirmation of posting.

If you don't, because the label for this buyer was not scanned, then you may have to refund them.

[jackimccormic-0]

Hi, as label was scanned twice, the first label was attached to the correct item. The second time it was scanned the label was attached to an incorrect item. Therefore two separate parcels same label same address, same Evri code. Only one parcel has been delivered and it was the wrong item. Buyer says only parcel has arrived and that may well be the case. I need advice on how to actually talk to Evri as chat bot was no help and how to locate second parcel. Just wondered if anyone else has had this happen to them. Thank you
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[jckl1957]

OK. Understood.

There is nothing Ebay can do to sort this out.

If the buyer has opened a return, you should deal with it as you normally would so accept the return, issue a label and get the item back.

Make sure you let the other buyer who is waiting for their item know what is happening.

As the label was scanned and the parcel is now (I assume) showing as delivered, I don't think Evri would be able to help.

[jackimccormic-0]

Thank you,
I have already dealt with the other customer and issued a free replacement. Was just hoping someone may have had a similar experience. Already dealing with the return and said the buyer could keep free of charge and fingers crossed the second, correct item turns up, a slim chance but would like to think it might
Once again thank you.
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