Simple Delivery - claiming compensation for items damaged in transit by Evri

[rachelbatchelor]

I'm a relatively new seller, only ever used Simple Delivery. I recently had 2 packages and their contents damaged by Evri - one was so bad Evri actually reboxed the items. Both buyers say I had packaged the items more than adequately and I have photos to prove this.  I gave full refunds to the buyers and eBay Customer Service sent me a link to resolver.co.uk to claim back from Evri. My question is I have read eBay cover the items if using Simple Delivery. Does the buyer need to formally request a refund and/or return the item through Actions for eBay to refund them directly? I've handled it through communicating through messages and offering the refund. If I claim directly from Evri I'm not sure if the collectible diecast models I'm selling are covered?

[papso22]

The buyers needed to open a claim through eBay and use the reason that the items were damaged in transit.  Ebay would then have seen it was Simple Delivery and taken it from there.

I have no idea what will happen given that you have already refunded.  Ebay's systems are notoriously inflexible.

[**peaseblossom** · Accepted solution]

The buyer should have started a return case using the reason not as described/damaged.    Then ebay would have issued the refund and you keep the original payment.    But you've refunded upfront so you're unlikely to get anything back via ebay.    You could contact them and check using callback on here:
https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

[rachelbatchelor]

Thank you for your help. Why Customer Service did not tell me to do this I don't know. I will chalk this one up to experience. It was a low value item, and I didn't need the buyer to go through the hassle of returning it to me. If the buyer opens a claim through eBay do they have the option not to return it?

[rachelbatchelor]

Thank you, I will chalk this one up to experience. I spoke to customer service and they directed me to claim directly from Evri. Going forwards I will know what to do. I'm sure it won't be the last time Evri damages a parcel!  thanks for your help.

[**peaseblossom**]

You can opt out of using Evri if you like - here:
https://www.ebay.co.uk/ship/prf