I have sold an item and the shipper has admitted that they have lost the parcel.

[nevillefulcrum]

Hello. I sold an item on the 10th December 2024. The postage fee, and extra purchased insurance, was facilitated through eBay and the shipper was Evri.

The parcel never arrived to the purchaser. I have made numerous enquiries with Evri and they have finally admitted that the package has been lost by them and subsequently never delivered.

How do I go about starting a process where both the purchaser and I as the seller get refunded/compensated please?

Is it something that the purchaser has to commence via an 'item not received' enquiry or is it something I can do as the seller please?

many thanks.

[papso22]

You could simply refund the buyer, or they could open a case.

You need to claim through Packlink, not evri, and you will need to be quick about it as I think they have a 30 day cutoff.  The buyer also only has 30 days from expected delivery to open a case.