Evri Delivery

[dan151094]

Hoping someone can help me here as this is the first time this has happened to me.

I sold an item a month ago and arranged tracked Evri postage. The was posted almost a month ago now and it is still showing at the sorting facility. I cant find a way to actually contact Evri as the automated chat and calls don't actually do anything other than say "oh it looks like theres delay"

Any ideas on what to do?

[kidmore_kats]

Has your buyer contacted you or opened an Item Not Received case ?

If not, it's possible they have received the item and the tracking has simply failed to update.

I'd do nothing unless you hear from your buyer.

[dan151094]

Hi

The buyer has opened an item not received case and on the Evri tracking it shows the last update 28th May 2:13am At the national sorting hub.

Nothing since then.

[kidmore_kats]

Bummer.

I think that all you can do is refund your buyer and then attempt to raise a dispute with Evri.

I'm not sure how you do that, I would rather wear nettle underpants than deal with that bunch of idiots, but someone else may be able to offer more useful advice.

[redwick1]

Make sure the tracking is on the item in your sold section. If you bought through ebay then it is on automatically.

If they have opened a dispute then unless you can prove delivered or attempted delivery then you will have to refund and claim off Evri or packlink if you bought through ebay

You need to do that within a couple of days.

If you dont do that and the buyer escalates the dispute then you would pay the fees and a defect on your account.

If you bought through ebay then have you tried the Packlink Evri tracking.

Probably the same as on the Evri site but worth looking

Not delivered then you claim through packlink.

[geosacha007]

I recently had to claim from Evri and it was difficult to find out how to start the claim but once you do start it it will move slowly on and, assuming your item is covered, they do eventually pay out.

I am assuming you bought the postage direct from Evri and not via ebay.  If it was via ebay you need to claim via packlink not via Evri 

Either way you need to do this very fast as you may run out of time to start a claim. 

With Evri get to the help chatbot and it should say something like "I can see there is a delay let me escalate it for you". Then it offers you some options (none of which look helpful in escalating) choose "ask for a call back".  When you do this it will offer you the chance to open a claim online instead of asking for a call back. 

Do that and you will then go through a process which can take weeks.  Evri will first investigate, then do a sweep of the depot, then eventually pay up. 

Don't wait for the call back lines to be open as you can do the online claim without that.  Do it this evening. 

Everytime Evri send you a message it will show on the tracking on ebay as enquiry raised. 

You'll have to refund the buyer before waiting for the outcome of the claim.

[dan151094]

So I found this link https://support-ebay.packlink.com/hc/en-gb/articles/360014270619-EasyTicket# 

As i purchased the label from ebay I could submit a claim. It tells you not to refund the customer until the investigation is completed but the item had been in delivery phase for a month so I reimbursed anyway.

Evri have responded and agreed to refund me the cost of the sold item and the postage fee cost, the other costs for wrapping the item havent been covered but thats fine now so at least its resolved 🙂

[redwick1]

That is good news and thank you for coming back and letting us know what happened.

It is rare that any one does that.

Just one thing.

I think you did right to refund but interesting that Packlink say not to refund the customer.

I could not get to that information without a tracking number.

On ebay if the buyer opens a dispute for not received then you can not make them wait until you claim.

You have to refund within a couple of days of the dispute or ebay will and if they do then you lose any fees and a defect on your account.

[anythisandthat]

Thank you so much for the link. I’m the Seller, one of my sent parcels went missing. I’ve been going in circles around Evri, trying to understand how to get anything out of them. Each time their AI assistant assumed that I’m the buyer and suggested that I address the Seller… so used your link, managed to submit my query, hopefully 🤞 will get an answer.