Technical issue affecting Simple Delivery Evri Ship-to-Store labels.

[cmtr29]

Firstly my apologies if there is already a thread on this topic (I’m surprised that there doesn’t appear to be any given that I am assuming this issue is widespread). 

I have just been to a parcel shop to drop off two parcels however upon scanning the first QR code received an error message on the screen to advise that the code was invalid, possibly because the label has already been used. 

upon checking my emails I received an email from eBay at 1550 this afternoon which said

”

We’re writing to let you know that we are currently experiencing a technical issue affecting Simple Delivery Evri Ship-to-Store labels.

You’re receiving this email because you recently generated one of these labels.

• If you haven’t yet dropped off your parcel at an Evri drop-off location, please hold off for now and wait for further communication from eBay.”

Firstly I am not sure what they mean by ship to store labels, as the item is being delivered to someone’s house, But nonetheless, I have checked and yes, it is not working. 

Secondly I’m wondering is there any resolution to this in sight as I’m soon going on holiday? Therefore if the issue is not fixed by Thursday I will be unable to dispatch the item for two weeks.

And finally why our buyers not being advised by eBay officially that there is an issue with labels. I have taken it upon myself to message the two buyers but both of them have replied seemingly highly suspicious of my intentions given that there is no evidence of this system outage on the eBay website nor on any news website

[martian_sunrise]

I've received an email from Ebay too  and it says that I can regenerate the postage label using the link provided (look for the "To generate new labels, use the links below:" text). I clicked on the link and it does show the right address details so that looks promising, but it still shows the original "post by" date. Let's hope they've fixed it properly because I don't want to go through this palava again.

[boosh_3969]

Would it make sense to switch to Royal Mail only while this is being sorted out?

[mollys65]

Hi,

Same issue here - posted 2 parcels via Evri yesterday and got a message today to say that one will be returned to me and then I will need to resend.  I have messaged my buyer and explained the situation and copied the email I had from Ebay.  I really hope that Ebay message buyers as well to let them know the situation.....  what a mess & I'm hoping that all these packages do actually find their way back to sellers!!

[boosh_3969]

I gathered this from a buyer. Photo evidence of parcel delivery at buyer's local post office, but he has no QR or 6-digit code to enable collection.

[thrifty-girl-25]

I just checked in with my buyer a little while ago and she confirmed eBay had messaged her about the issue 🙂

[fluffandbother]

So quick update... only 2 out of the 3 parcels that I took to parcelshop are affected. Even though they were placed in the Evri network at EXACTLY the same time.  The 'lucky' parcel has literally just shown as delivered and signed for.  It made me wonder if the issue is therefore regional? or... if because this particular parcel was delivered to an Ebay business owner by the looks of it (rather than a normal Ebay buyer) then it circumvented the issue. I have no idea but it seems some items are getting through.

[martian_sunrise]

Ebay msg to buyers

But buyers are being kept in the dark - they've just been told delivery has been delayed due to a technical issue - no news on next steps etc, so it's down to sellers to keep their buyers informed. See screenshot of msg sent to my buyer (anonymised, of course)

[martian_sunrise]

Were both parcels Ship-to-Store or did one go to the buyer's address? It's only Ship-to-Store that's affected.

[fluffandbother]

Ahh yes. You're right Evri went direct to the address for the lucky parcel. Thank you

[bluebellfressia]

I have the same issue too.  I posted my parcel on Monday.   On checking the status of it today it said ........

16:25 - Tue Oct 21

The sender's asked us to return your parcel. Please contact the sender if you need help.

15:00 - Wed Oct 22

We're sorry, your parcel has been delayed. We'll update tracking as soon as your parcel is out for delivery

I did not ask anyone to return the parcel!  

Then this evening I received a message from ebay.  Saying that the parcel will be returned to me and then I will need to resend with a newly generated shipping label.  

My buyer has not had any message from ebay about this! 

[martian_sunrise]

Yes, the response from Ebay has been pretty rubbish hasn't it.

I was also wondering why Ebay couldn't have worked with Evri to print out the correct labels at Evri's national hub and then stick them to the affected parcels as they obviously know which ones have to be returned to sender. That would have avoided all these unnecessary returns and would have been far better for customer relations too. Someone obviously decided that was too much work, so Ebay sellers have to do the legwork for them instead.

[thesmokingrunner]

Nice thought martian_sunrise, but I doubt the eBay/Evri interface is set up to handle that.

Any new labels produced and attached to affected parcels by Evri would have a new Tracking Number (the original couldn't be reused because it would then show as already being in use). Evri would then have to transfer the new Tracking Number - together with the original Tracking Number which was being overwritten - to eBay, who would then have to update the original Tracking Number with the new Tracking Number and quite possibly generate a new collection code for the buyer.

Quite honestly even if Evri could produce new labels the chances of eBay getting any of their part of the process correct are, at best, remote.

[martian_sunrise]

In these days of outsourced IT services and lack of accountability,I think you're probably right. But I remember when IT departments could perform "miracles" in order to avoid inconveniencing customers - been there, done it myself in the distant past.

[bluebellfressia]

There is also the chance of the buyer no longer wanting the item, as by the time it gets back to the seller then another few days to get to them. It will be too late. Then you have lost a sale.  

[mollys65]

So the affected parcels will be sent back to the Evri outlet we originally posted them from?  How will we get notification that they have arrived?  Does anyone have any more info?  Thanks!

[fluffandbother]

I am wondering the same thing this morning. My personal address (returns) is on the label I printed off myself for the parcel but as I took it to a parcelshop for onward delivery, not sure if I will need to go there or it will come back to my own address. I'm not really keen to have to wait in for the return back or leaving it in a 'safe place'. It would be nice if we had some further communication about how this is going to work.

[martian_sunrise]

I believe that parcels will be returned to the sender's address. You can confirm this by clicking on the "View tracking" link that's shown alongside your sold item - if you then click on the Evri tracking reference then you will be taken to the Evri website. Now click on the "View full tracking details" button and enter your post code when requested - if the post code matches then you will see the full return address and you will be able to track the parcel in the normal way.

[jg-cards-plug]

Hi all really sorry to ask but does anyone know if we can now send parcels ? I’ve got a few piling up and the email suggested to wait until the issue was resolved.

i had a parcel affected by the issue, which it told me to generate a new label? Surely I could do this for all the others, instead of waiting for confirmation the issue is resolved, baring in mind eBay haven’t been very forthcoming I have doubts.

[bluebellfressia]

Well I've just tracked my order again, that I posted on Monday.  It is now saying it's on the way to the buyer!

08:34 - Thu Oct 23 Your parcel is on its way to you today

11:01 - Thu Oct 23 Your local courier will deliver your parcel between 18:30 and 20:30 today

So I have asked the buyer to let me know if and when they receive it.  

[thesmokingrunner]

Given that the first update at 08:34 states that the parcel is on its way to you and the second update at 11:01 states that the parcel will be delivered to you between 18:30 and 20:30 today, bluebellfressia, I think the parcel will be returned to you, not to your buyer.