Item not received case and Evri lost parcel

[elwe-1197]

Hi, I wonder if anyone can help. I am the seller and sold a winter coat. I despatched it straight away with Evri (the buyers choice).

After about 3 days a buyer opened “item not received case”. First I thought he was inpatient, as some items can take longer to deliver, besides it looked like Evri had a backlog. He basically sent me a message “my parcel hasn’t arrived, who did you send it with”. I also thought maybe it is some sort of a scam because surely he would have known who the courier is as he would have chosen it at the time of buying and then subsequently would have received messages about the delivery. Anyway, I replied with a tracking reference. I checked on Evri website and it looked like it was a little delayed but still scheduled to be delivered within the next day or so. I checked the status again next day and it showed delay and to be delivered the next working day and today is the same message. I sent a query to Evri and they are saying it missed a courier connection every time I enquire. I had this before with my own purchases and the parcel was lost, so this seems to be the same story. What do I do in this case? Obviously item not received case is still hanging and has been opened since 13/11/25. Thank you 

[**peaseblossom**]

Buyers don't know which courier is used.    Assuming you used Simple Delivery you are covered for loss or damage in transit.    So if buyer escalates their  "not received" case ebay will issue the return themselves and you keep the payment.

[elwe-1197]

Hi, thanks. I don’t think I used a simple delivery but chose custom postage instead where I selected preferred option and price and the buyer would only have one option. 

[jckl1957]

If you bought the postage rather than using Simple Delivery, you will be responsible for refunding the buyer.

Make sure you have added the tracking to the sale.

If you refund and the item is delivered, as long as you bought the postage through Ebay, I think you will get repaid - details here.

https://community.ebay.co.uk/t5/Announcements/Extended-Item-Not-Received-protections/ba-p/7935421

[61stephenuk]

As you didn't use eBay simple delivery you are responsible for refunding the buyer, you then have to try a claim for lost item with Evri or Packlink if you bought the postage via eBay.

You have 3 days to issue the refund once a case is opened before eBay will step in and issue it anyway.

[elwe-1197]

Thanks. Would I have to refund the buyer first? As I heard if eBay has to step in, I will have a defect in my account?

[61stephenuk]

Yes, refund before the 3 days are up or eBay will issue the refund and leave a defect against your account.

[elwe-1197]

And if I refund and then item gets delivered eventually? It hasn’t been officially confirmed as lost. Then I will lose the money and the coat and the buyer will have both. I will not be able to claim with packlink as a lost parcel in this case.