Missing Evri (packlink) parcel

[rory_stevo]

Hi, I sold an item and posted via Evri (purchased through Packlink), I was away when the item was purchased and informed the buyer after the sale. When I returned I posted but the item got as far as "will be delivered today". The buyer claims item not received, I've raised a support ti key with packlink but they say the claim isn't eligible as it was more than 30 days after postage label was bought (but less than 30 days after it was due to be delivered as per EBay T&C). Timeline below for ref. Grateful for advice on how this should proceed:

8 Jul: Item sold. Buyer informed I was away

22 Jul: postage label purchased

26 Jul: item collected from parcel shop

27 Jul: processing at hub

29 Jul: at the local depot and "on its way to you"

1 Aug: Due to be delivered today

28 Aug: buyer reports item as not delivered 

[roger_roger_over_and_nowt]

Have you refunded the buyer as you appear to have no proof of delivery ?.What does the tracking say ?.

[rory_stevo]

No I haven't refunded yet as im trying to ascertain which time period is the authoritative period to report a parcel as not received. Has the buyer left it too late? According to Packlink it is too late to claim compensation as I tried to raise it (when the buyer informed me) but was told that it was more than 30 days after dispatch date (dispatched on 26 Jul, reported on 28 Aug) and therefore fell outside the permitted time period. Email text coped below from Packlink:

We regret to inform you that we are unable to process the claim due to the following reason:

It is possible to submit a claim only within and not beyond 30 (thirty) calendar days from the dispatch date.

According to the terms and conditions, this claim request is dismissed for not respecting the claim term.

However, if you previously spoke with the carrier within the 30 calendar days from the dispatch date, please reply to this email by sending us a screenshot of such written communication that includes: the initial contact date, your email address, the shipment tracking ID and the carrier's reply, to open an investigation.

[ottimista83]

I received the same email from packlink- “It is possible to submit a claim only within and not beyond 30 (thirty) calendar days from the dispatch date. Did you reach a resolution in the end?