Evri! How do I get a refund for a lost parcel - Ebay simple delivery (not packlink)

[abs2abs]

Please help, I'm at my wits end with Evri.  I am the sender of a parcel through Ebay simple delivery service with Evri.  The parcel was marked as arrived at the parcel shop, but it didn't arrive and Evri have written to the recipient to confirm it's been lost.  I've seen the message and this is genuine.
Evri haven't been in touch with me and the tracking is still showing the parcel as being at the shop.
I've tried to get hold of Evri via their chat bot and phone number but I can't get anywhere because it says they have a conversation already open about this parcel.  This is because they liaised with the recipient, but they aren't replying to the recipient now either.
I just nearly got scammed by thinking Evri were active on X/Twitter and I had someone phone me asking me to download and app to get a refund.
Please help, how do I get my money back and I want to refund the buyer who is lovely and going through a difficult time.
The buyer opened a 'parcel not received case' with Ebay, but it was rejected because the tracking shows the parcel at the shop.

[cobwebcottage]

Blowed if I know as it's SD but Ebay claim that parcels should be covered against loss so I would suggest calling them. If you don't get a positive result from the first person you speak to, ask to speak to a supervisor.

Let us know how you get on as this is so new to everyone and seems to be confusing and not an easy process.

eBay Customer Service

[department28]

Yes, It is probably best to try to speak with an eBay agent about this. 

Another seller is currently having a similar problem:- ebay simple delivery - delivered then lost

[sml192]

Your buyer needs to appeal the decision to the 'Item not received' case and provide eBay with the evidence from the carrier that the item was not actually delivered to the collection point and is now lost.

As this was sent using Simple Delivery any refund needs to come from eBay.  You won't be able to claim anything from the carrier as you do not have any contract with them (eBay is the deemed sender). 

[xyz307xyz]

As it's SD you don't really have to do anything. Certainly don't refund nor click any random links etc.

You can of course support the buyer through messages (and call CS if you like) - but delivery is now ebay's responsibility.

[abs2abs]

Hi, thank you for your replies.  Just to update you - I emailed Ebay and was told I'd get a response within 48 hours, but i didn't hear anything.  In the meantime, the buyer contacted Ebay again and showed them the message from Evri saying the parcel was lost.  Ebay have now fully refunded the buyer directly.  I didn't have to refund them and then claim. I've had no contact from Ebay, or Evri, but I'm pleased it's sorted for the buyer.
To add - the buyer couldn't appeal the 'parcel not received' action because Evri tracking still shows the parcel as being at the parcel shop.  They had to message Ebay and resolve it via message.