Missing parcel Evri

[rebeccah1012012]

Hi, I’m new to selling I have read the help but I’m still not 100% clear what to do.

I sold an item and posted with Evri, it’s been over a week and the tracking has not changed it appears to be lost in the Evri system somewhere! 

The buyer has reached out and I advised them to open an item not received case and as soon as I get this I will offer a refund. Does eBay fund this refund (because the parcel is clearly lost) or do I have to pay? I don’t think I can claim anything back from Evri so just wanted to clarify if it was me who ends up out of pocket or whether eBay offers a refund due to circumstances out of my control.

Thank you 

[tressygirl]

Nope,  eBay do not refund if your carrier has lost the item.

Your buyer needs to open a case for item not received.  If you do not have tracking to show delivery,  you will have to fully refund them, within 3 days,  that way your seller performance will not be affected.

I do not use Evri but your fight later will be with them for compensation for yourself for loss of item,  unless you purchased the postage from eBay,  then you claim from Packlink.

@rebeccah1012012 

[rebeccah1012012]

Brilliant thank you so much. I did buy the label through pack link. I do actually have another identical item to the one I sold, so I could offer the seller a replacement, is this an option when they open case? In this circumstance would I have to fund the new postage cost too? 

[tressygirl · Accepted solution]

No,  do not send a replacement you'll have no tracking number for it, they buyer can claim an not received for that too.

The correct process is how I outlined above for the buyer to receive a full refund.  You can inform her you have another item listed for sale on eBay if they wish to buy from you again.

A Packlink claim can be made from this link:

https://support-ebay.packlink.com/hc/en-gb/articles/360014270619-EasyTicket

@rebeccah1012012 

[rebeccah1012012]

Thank you I appreciate your help and for the clarity!