Packlink refund on damaged item - Evri

[ste_sbo_hzmc7yvge]

Evening all, 

After some advice please! I sold an item to the value of £900, bought the shipping label via Ebay (Not via Simple Delivery) - 

The buyer chose Evri as his preferred courier. I sent the item off, it was supposed to arrive yesterday, it didn't and the tracking was updated as 'Damaged' and that was it. No photos have been sent, and no other updates have gone onto Ebay/Evri system. I tried contacting Evri to battle with the automated system, supposed to have someone call or email me, no joy. 

So, with no proof of damage, no photos, where do I stand in terms of compensation of the £900 if the item has, as i personally suspect, gone missing/stolen. I believe the item was covered for basic compensation but that's it. Which is what I'm probably going to get back. 

I could have sworn i purchased the label through Simple Delivery which would have kept me covered for damage in transit, as well as the buyer. 

Any advice appreciated! 

[**peaseblossom**]

I've just checked your listing and it certainly had Simple Delivery on it - a choice between Evri and Royal Mail Tracked 48.    Why do you think you didn't use SD?  

Anyway assuming you did if the buyer opens a "Not as described/arrived damaged" case ebay should issue the refund themselves and you keep the original payment.

[ste_sbo_hzmc7yvge]

I have just spoke to an Ebay rep and they said that the item was not purchased via Simple Delivery, although the purchase label was purchased via Ebay, and that was it. 

[**peaseblossom**]

Sorry, I've realised Simple Delivery doesn't apply to items priced at £750 or above.   I'm afraid you'll just have to persevere with Evri.   They can't just say damaged and leave it at that.   For that amount of money you might need to report them to the police.    Best of luck.

[ste_sbo_hzmc7yvge]

Yeah, not getting far with them at all. 

The autochat bot said it would be delivered today, and no updates have been made at all. Phoned the customer service and that just says to contact the seller, which is me! Lol. 

Ive opened a case up against it and they are supposed to contact me but no joy as of yet. And I believe packlink will only in some circumstances cover the actual purchase price. But need photo evidence etc which I don't have. 

[ste_sbo_hzmc7yvge]

So as it appears, Evri are now stating it will be there between now and Monday 2nd June, despite being unable to deliver because of supposed damage. 

[**peaseblossom**]

They should deliver it regardless of the state it's in.    Unless it's emitting poisonous fumes there's no excuse!   If you get to actually speak to someone tell them you're going to have to go to the police with this.   I'm sure they don't need any negative publicity.

[ste_sbo_hzmc7yvge]

Yeah it states even if damaged they will attempt 3 delivery attempts on consecutive working days, which hasn't been done today as far as I can tell. It had been escalated to an advisor at Evri according to the chat bot, and I have also just re-esculated there. Also sent them print screens of the conflicting messages off Evri. 

See what comes of it. Fortunately the buyer is very understanding as he is also another seller and lives close to the local Evri depot and has offered to go there to see what's happening. 

[**peaseblossom**]

Good luck.   I hope it works out OK in the end.

[ste_sbo_hzmc7yvge]

Thank you. 

Ill post any updates on here just in case it helps anyone else out in the future, I hope it never happens to anyone else! 

[ste_sbo_hzmc7yvge]

So spoke to Packlink today. The parcel is apparently at the Evri depot being inspected for the damage, but they suspect it is only the outer box. They have as of yet not updated the tracking. Packlink have requested for re-delivery or there's an option for the buyer to go and collect as he lives close to the depot. Waiting for an answer from buyer. 

Alternative option is the item will be sent back to me. She did say they should have attempted re-delivery already so Packlink have raised this with Evri. 

Evri eventually replied to my email and said there was a missed connection so it wasn't delivered and would be delivered today. Not even sure they know what's happening because that certainly isn't the case. 

[ste_sbo_hzmc7yvge]

Another twist today, surprise surprise! 

So I had a message from the buyer saying he went to the depot and he was told its to damaged to the point of disposal. No photos and they couldn't show him any damage. 

I chased this up with Packlink to confirm, they said the depot is still investigating and they've told the depot to post this item back to me if its to damaged to send out.

What is going on!! 

[ste_sbo_hzmc7yvge]

Still no further forward with this. 

Evri sent a generic email out from someone who works at the depot and they are liason to get the parcel moving with the courier and to wait up to 10 days and if no update contact the seller, massive help! 

Packlink are still investigating and as of yet there are still no updates.

[ste_sbo_hzmc7yvge]

Update - 

Packlink offered me £200 as a good will gesture, this was declined. After emailing Martijn from Evri (director) I recieved a reply from a person the next day, they initially said the fault was with Ebay and the issue was for them to deal with. Then they said the issue was with Packlink. 

They confirmed there are no photos of any damage and due to time lapsed that the parcel is missing. 

I have started small claims proceedings against Evri, as of yet 7 days later they have not formally responded. They have about 2 weeks to do so. 

[loosecheese]

I am currently going through the same issue.  Status say's undelivered due to damage.  I have also made a claim with packlink and am waiting a response.  

[ste_sbo_hzmc7yvge]

Good luck! Still no reply from Evri on small claims. Goes in my favor by Wednesday if they dont respond tomorrow. 

Packlink offered me £200 as a good will gesture but would not go beyond that. After I rejected this, they refused to comment any further. Evri did similar. Warned them i would pursue small claims court, they just blamed everyone but them selves. Hopefully they dont reply tomorrow, but I can see it becoming a battle to get the money awarded as well. 

[papso22]

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@ste_sbo_hzmc7yvge wrote:

Update - 

Packlink offered me £200 as a good will gesture, this was declined. After emailing Martijn from Evri (director) I recieved a reply from a person the next day, they initially said the fault was with Ebay and the issue was for them to deal with. Then they said the issue was with Packlink. 

They confirmed there are no photos of any damage and due to time lapsed that the parcel is missing. 

I have started small claims proceedings against Evri, as of yet 7 days later they have not formally responded. They have about 2 weeks to do so. 

---

How much was the package actually insured for vs the £200 offered?

What is the value of your c!aim?

[ste_sbo_hzmc7yvge]

Item was valued at £900. And declared as £900. Declined additional insurance. Your insurance is a separate contract and is also against the consumer rights act. Packlink will also ask you to absolve them of any wrong doing and that it was your fault and if it happens again in the future and you dont pay for the extra insurance, you will get nothing 

Value of claim is £1085. 

[ste_sbo_hzmc7yvge]

So final day to reply to court case, and as you can expect Evri replied before the deadline! They denied the claim and basically said theyre not liable, that the contract was with Packlink etc. Even though on Evris own website in terms and conditions it states when you send a parcel with Evri, you enter a contract with them. 

So, mediation next, if that fails, court! 

[ste_sbo_hzmc7yvge]

Hi all, 

Mediation date set for July 31st between 12:00 - 14:00. 1 hour phone call time allocated. 

Should mediation fail it is looking likely for a video call court hearing at some point