Warning: it appears that eBay/EVRI can't be trusted.

[***trumpeter***]

When you buy EVRI postage through eBay ("Your package will be tracked and fully protected in case of loss or damage in transit") and the contents of the package are not in the package when it arrives:

1. EVRI says eBay is responsible for compensation

2. Good luck getting in touch with eBay. It's just about impossible! And right now eBay is still pursuing me for the postage cost for the item that was lost!

So be warned. I'm hoping perhaps eBay will see this message and respond, in which case I'll update accordingly. I'm also planning to take action against EVRI, just to see where it goes, but I've given them 20 working days to compensate me.

NB The sum involved is only £35 plus £3.50 postage. But I have time and there's a principle involved.

[*vyolla*]

Your item sold on 19th July, so I'm guessing that this wasn't an eBay Simple Delivery label, but that you bought one direct from eBay?

If so, you may need to claim via eBay (Packlink):

https://support-ebay.packlink.com/hc/en-gb/sections/360004126280-Claims

[***trumpeter***]

Your correct, vyolla, I bought the label direct from eBay.

I tried to claim via eBay (Paclink) using the link you posted. The link works fine. But when I enter the tracking number, I get, "Oops, the reference number provided is incorrect, please use the carrier tracking ID."

But it's not incorrect. I've double-checked by tracking the parcel again in the EVRI system and then copy/paste from there. And then I checked again, just to be sure.

There's an odd thing, though. Although I paid for delivery (via EVRI) on eBay and then scanned the barcode at the drop-off (Post Office) , the EVRI tracking page says "Your parcel from eBay Simple Delivery". Does that make any difference?

Thanks very much for your help, by the way.

[john1297576]

If you are the seller, surely it is up to the buyer to open a Not Received Case within 30 days of estimated delivery. 

Simple delivery was introduced in stages from the 15th April, so it sounds as though the new rules should apply, and any case opened for loss should be refunded by ebay, but who knows.

I do not think ebay staff understand it any more than members, and certainly if dealt with by robots or AI, unlikely to be of much use.

[***trumpeter***]

Thanks for that, John

Perhaps eBay does expect the buyer to raise the case. But the buyer sent me photographs of the (empty) package being delivered - actually in the hands of the EVRI delivery person. It seemed only fair and reasonable to refund his money straight away. I wonder if my honesty will end up costing me not only the money but also my eBay reputation:
to add insult to injury, eBay is threatening to suspend my account because it can't reclaim the postage cost because there's no money in my account; and there's no way I'm going to put money in my account so that eBay can charge for the privilege of losing my item, of course!

[*vyolla*]

---

@***trumpeter*** wrote:

There's an odd thing, though. Although I paid for delivery (via EVRI) on eBay and then scanned the barcode at the drop-off (Post Office) , the EVRI tracking page says "Your parcel from eBay Simple Delivery". Does that make any difference?

Thanks very much for your help, by the way.

---

Must be a Simple Delivery label.

In that case, the correct sequence of events would be for your buyer to open an eBay return and select the 'Arrived damaged' reason. eBay then refund the buyer.

If the seller refunds beforehand, they can't get their money back.

[***trumpeter***]

Thanks for that, vyolla.

As the title of my post suggests, then, eBay/EVRI can't be trusted. 

I'm going to throw a little more money away, via the small claims court. Because I think I've been scammed by eBay/EVRI. I have behaved entirely properly and honestly and yet I am out of pocket.

Fortunately in the UK the courts still have principles, as do I; though both eBay and EVRI appear to lack those same principles.  Let's see where it goes. I'll let you know in due course.

Thanks again for your help, Neil

[*vyolla*]

Neil, nip over to the National Consumer Service site (formerly Consumer Action Group), they've successfully dealt with some Evri issues over there and will be able to give you some great advice.  There are over 2,000 Evri threads there.

[***trumpeter***]

I'll do that!

Thanks very much again for all your help vyolla.

[*vyolla*]

You're very welcome @***trumpeter*** 

[***trumpeter***]

Replying to my own thread, because eBay is asking me to mark something as a solution:

There is no solution. The allegation in my original title is accurate: eBay/EVRI can't be trusted. They refuse to honour their commitment. I lost out by just under £40 but learned the valuable lesson that eBay/EVRI are neither dependable nor honest.

Neil (an ex-eBay customer)

[*guinevere*]

Now it's not the solution, I've sorted that. You don't need to mark anything as a solution if it isn't.