Guidance on Refunds for Missing Evri Shipments

[muybridge-uk]

Hi everyone,

Over the last couple of weeks, several of my tracked parcels sent via Evri have gone missing. As a new eBay business seller with a shop subscription, I assumed eBay would handle the refunds since Evri is their preferred shipping method. I asked the buyers to open cases, thinking eBay would cover both of us, but now it looks like Im expected to refund them myself.

Shouldn't eBay be sorting this out?  Has anyone else dealt with this recently? Any advice on how to handle it?

Many thanks 

[ruby*ryan · Accepted solution]

You need to make the refund and then claim off Evri - via Packlink, if you bought the label on eBay.

[m25jet]

If Evri keep on losing your parcels then it may be worthwhile considering switching companies and using a different courier to deliver your sold items.  Personally I always make a point of checking which courier a seller is using to despatch their items before I even make a decision as to whether or not to commit to the purchase.  If it says "Evri" then I tend to steer clear of buying anything from that seller and will look for an identical item being sold by another seller who is not using Evri, even if the total amount payable proves to be more expensive than it would have been to purchase the item from the seller using Evri, so long as the additional cost is not so high as to be considered unacceptable.  I also tend to avoid sellers who fail to disclose which courier they are using to despatch their items, as my view is that if a seller can't even be upfront about which courier he or she is using, then what else is the seller hiding that the buyer ought to be aware of?

[buffster1963]

You were the one who received payment and chose to use Evrie. It is the sellers responsibility to refund the buyer and then claim for themselves. I am not even sure why you thought Ebay would refund and be out of pocket. 

[ruby*ryan]

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@m25jet wrote:

If Evri keep on losing your parcels then it may be worthwhile considering switching companies and using a different courier to deliver your sold items.  Personally I always make a point of checking which courier a seller is using to despatch their items before I even make a decision as to whether or not to commit to the purchase.  If it says "Evri" then I tend to steer clear of buying anything from that seller and will look for an identical item being sold by another seller who is not using Evri, even if the total amount payable proves to be more expensive than it would have been to purchase the item from the seller using Evri, so long as the additional cost is not so high as to be considered unacceptable.  I also tend to avoid sellers who fail to disclose which courier they are using to despatch their items, as my view is that if a seller can't even be upfront about which courier he or she is using, then what else is the seller hiding that the buyer ought to be aware of?

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You will have a bit of a problem buying from private sellers once Simple Delivery is enforced, as it will only be eBay who know which courier is being used, until the item is paid for 😞

Also, I use 'other courier' simply because I can then use the service that suits me best that day. It's not a case of hiding anything, and if a buyer messages me asking for a particular service, I can usually oblige. 

[m25jet]

@ruby*ryan wrote:

You will have a bit of a problem buying from private sellers once Simple Delivery is enforced, as it will only be eBay who know which courier is being used, until the item is paid for 😞

Also, I use 'other courier' simply because I can then use the service that suits me best that day. It's not a case of hiding anything, and if a buyer messages me asking for a particular service, I can usually oblige.

To be honest I feel that it would be a bit stupid of eBay to make the use of Simple Delivery compulsory for sellers, as many people prefer to know which courier the seller is using, especially if it results in the item being sent by a courier that they would not want the delivery of their items being entrusted to.

Should eBay ever make it mandatory for all sellers to use Simple Delivery, thus resulting in the buyer not being able to establish which courier is being entrusted with the delivery of the item, then I shall just stop using eBay altogether and focus on purchasing items via other means, whether it be from other online selling platforms, or from High Street retailers.  eBay seem to want to control every aspect of every sale on the site - first they got rid of PayPal and replaced it with eBay Managed Payments, the end result being that sellers no longer received their money the moment the buyer made payment, and now they've gone and introduced Simple Delivery, which fails to disclose the name of the courier being used to deliver the item.  eBay ought to look at this again and seriously consider whether forcing sellers to used Simple Delivery is really worth it in the long run.  I'm well aware that eBay are in the habit of implementing badly thought out ideas, but if they've got an ounce of sense between them then they ought to realise that if they continue to p*bleep*s off their buyers with their overcontrolling behaviour then they run the risk of their market share declining significantly as a result of customers making the decision to buy from their rivals instead.

[brainuk]

Simple Delivery is going to be enforced but as you think it will. When you list an item, you can decide to OPT OUT of the Simple Delivery system and then you just carry on listing as per usual.
Ebay have confirmed this.

[ruby*ryan]

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@brainuk wrote:
Simple Delivery is going to be enforced but as you think it will. When you list an item, you can decide to OPT OUT of the Simple Delivery system and then you just carry on listing as per usual.
Ebay have confirmed this.

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No, they haven't. You can currently opt out, but not when it becomes mandatory - which according to the CEO will now be in Q2. (Hopefully, they will come to their senses before then, and scrap the whole idea.)

[vintique*violet]

If you have to refund, then file a claim for the " lost " parcels direct with Evri... if you cannot  ( if you have used Simple Delivery) then contact eBay customer service for business, as this is not your fault, you can prove tracked items through the tracked receipt reference, which shows the items were posted correctly and that the item was not received by the buyer because it is deemed " lost" by the couriers.  

Also read up on the Business seller eBay polices/terms and conditions to see if any answer lies there... I am not a business seller so hoping someone who is may be able to assist you further.  @muybridge-uk