Wrong parcel delivered but with correct Evri label

[tel-boy53]

I sold a pair of walking boots and sent them to the buyer with an Evri label that Ebay gave me to send them, but the parcel that was delivered was not the parcel that I posted in my local shop, so obviously it was Evris fault, not mine, now the buyer wants his money back, where do I stand and how can I sort this out as it's almost impossible to speak to someone at Evri

[tressygirl]

You will have to deal with your buyer first. They should open a case for item not as desscribed,  accept the case within 3 days, and pay for the tracked retunrnlabel for your item,  if you want this posting back to you.

Do not refund until the item is back with you,  you have 48 hours to do so.

Stick within those timeframes and your seller performance will not be affected.

See what is returned it would be odd for Evri to take your label off and stick on another,  but the buyer could be playing a fast one here to gain a refund.  If you think this has happened after the refund , contact eBay Customer Services and report your findings.

This is the easiest and quicket way to contact eBay Customer Services, for a Call Back option.

 https://www.ebay.co.uk/help/eua?id=5275&mkevt=1&mkpid

Lines open between 8 a.m. to 10 p.m. on weekdays.

9 a.m. to 6 p.m. on weekends.

I recommend contacting CS very first thing in the morning, when the lines first open,  as there's more chance of Dublin answering.

@tel-boy53 

[tel-boy53]

Hi tressygirl,
Thank you so much for getting back to me as I've been trying for nearly 2 days now to get through to Ebay (which I've now been able to do thanks to you) and Evri (still no luck), so hopefully now I may get some answers. It was a pair of brand new Berghaus walking boots that I sent to the buyer (that I've never used) and I think the label may have fallen off and someone has just put it back on some random parcel without a label and that's what's been delivered. Do you know if I would still have to give a refund even though none of this is my fault (This is only the third time I've used Ebay to sell something and will probably be the last as I wanted to share the money between my grandkids.
Thanks once again