Evri Claim

[juli-sheph]

I received a message from a buyer saying that his goods could not be delivered because they had been damaged at the point of delivery . I checked tracking and indeed, this was the case.

I asked him to start a refund  through ebay  which i responded to and issued a full refund 

But my question is what happens now about the (small ) losses i have incured because of Evri?

I have tried using the bot ( hopeless -it thinks I'm the buyer!) I have tried the phone , again I get cut off 

Has anyone had experience of this ?

thanks 

Julie 

[tressygirl]

If you accepted the case and refunded through that case within 3 days then your seller fees will be credited back to you, so there will not be any loss there,  and your seller performance is not affected.

I'm afraid your fight with Evri that is another matter.  We hear both sides of success and failures here, though right seems to be on your side, if you have written proof from them,  that the item could not be delivered because of damage in transit.

[4_bathrooms]

How did you purchase the shipping label; i.e. did you purchase directly from Evri or through a broker like Packlink?

If you purchased the label via eBay you purchased the label from Packlink rather than from Evri directly.

[the-nutwood-collection]

Have you responded to the email that thinks you're the buyer?

I sent a parcel in a white poly envelope to a commercial address.  The delivery image showed an apartment door, a person in a dressing gown and a large pack of loo rolls.

I sent the details to EVRi, including images of the property where it should have been delivered.  I received a response that asked me to contact the seller for a replacement or refund.

I responded by saying that I was the seller, not the buyer, and asked for either my parcel to be returned or a claim form for loss.

The parcel was returned to me within a week.

[thetimetower]

If you bought through packlink on ebay, getting claims paid is pretty painless. I've had dozens paid out. All u need to do is raise a claim and send pictures of the damage etc. All my cases have been paid out. If you use Evri direct it's a  different story.

[hubhub30]

Yes same for me 1 the even driver told my buyer that the item had smashed in transit and leaked - so I gave the buyer full refund but am trying to get refund from Evri - no joy as yet - very disappointing and annoying 

[twfan11]

If you bought the postage through packlink you have to claim from packlink. 

If you bought it direct from Evri you need to claim through them.   Go to the chatbot on help and when you get the option to ask for a callback do that.  It won;t give you a callback but it will allow you to start a claim. It is a slow process but it has always worked for me in the end. 

It does depends on the item though.  For example the mugs and calculator you sold would not be covered by either of them (fragile or electronic). 

[Anonymous]

I stopped using Evri for a number of reasons and this is one of them.

They make it absolutely impossible for businesses to deal with them whenever something goes wrong.

As you say, they think you're the buyer and advise you to contact the seller to arranege a refund or replacement whether you speak to their horrendous bot online or their horrendous bot on the phone and then you get cut off.

There doesn't seem to be a way to contact them as a business which I'm sure is deliberate so you give up trying to make a claim which works as I gave up dozens and dozens of times before finally saying no more.

I switched back to Royal Mail who do have a tedious claim procedure but at least you can speak to someone and get it sorted.

And when you leave a review on Trustpilot, you get the same auto response telling you to go through their website as if we dont already know this when our whole complaint is about the lack of support on the website and on the phone.

Honestly, Evri are a horrendous company to deal with.

All of them are terrible to be honest, Royal Mail are terrible for not updating tracking which makes tracking poinless but they seem to be the better of the two main ones.

I often wonder how these huge companies manage to operate like this legally within the EU? When their customers can't find a way of getting a refund for the failed services they paid for and/or getting compensation for lost or damaged parcels.

And yet the smallest of businesses have to comply down to the last detail with EU consumer laws.

[clearancediscount23]

I have the same issues with them over and over again, chat is useless, they are saying the same thing over and over again " contact the seller, bla bla bla", well guess what - I am the seller!!! There is no way to make a claim if they damage or lost my parcel, as their system doesn't accept it or if accepted they will delay any solution for 2-3 weeks saying that they are still investigating the issue while we are forced to provide refund to our customers within 5 days which is not fair for us as sellers. The phone line is useless as well, the operators do anything just to pass you over to other operator, even to hang up the call on you , specially when you waited 20 minutes to get in touch with them - I think they do it on purpose so you will quit.  Sometimes they are delivering the items after 2-3 weeks and they will refuse to give you any compensaion as the parcel has been delivered eventually. I would like to be able to do something against this company, they should stay open only if they are able to resolve the issues with us as sellers as well. Does anyone else raised complains against them at Ombudsman or something like this?

[4_bathrooms]

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@clearancediscount23 wrote:

Does anyone else raised complains against them at Ombudsman or something like this?

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Couriers are not regulated so there is no ombudsman to complain to. As you're a business you're agreeing to Evri's terms and conditions every time you use them - you tick a box confirming this every time you book a consignment. Consumer's have more rights than businesses so a consumer would have an easier time recovering losses than a business would - something that is reflected in Evri's terms.

[clearancediscount23]

Thank you very much for reply!

[bazbhagwan]

Yes, I have the same problem Evri thinks I am the buyer not the seller!

[lighting_signs_and_vintage]

Have a quick look at the CAG forums they do seem to have had some success with EVRI / Packlink. Several court cases where the 'disconnect' between Packlink and EVRI has been challenged, some judges agreed some didn't.