Evri damaged a buyers parcel & not delivered

[rx2rx2]

Hello,

I have sold a low value item of £20 and dispatched via evri by purchasing a label via ebay. The buyer messaged to say it has not been received and for to investigate. On the tracking it states;

Evri reported the following about your package: Held due to damage. Check with Evri for additional details.

I cannot contact anybody at evri, when I input the tracking it just says to contact the seller for the refund, how helpful!

My question is, now what do I do, how can I claim against evri in this situation?

Kind regards 

[cobwebcottage]

Open up the original label and scroll to the bottom. It will say 'contact us'.  Put in the tracking number and then ask them to update you on the whereabouts of your parcel.

[rx2rx2]

Thanks but there is no original label to view, or do you mean contact us on the evri website? As i state it's just automated and prompts to contact the seller (me). 

[buffster1963]

I think where it says seller it means the seller of the label. As you brought it through ebay that would be packlink. 

[4_bathrooms]

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@rx2rx2 wrote:

I have sold a low value item of £20 and dispatched via evri by purchasing a label via ebay.

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If you purchased the label via eBay you purchased the shipping from Packlink (a broker) and not from Evri directly. You will therefore need to file a claim with Packlink.

[cobwebcottage]

Go to the original listing and choose 'purchase another label'. This will then show the original label and at the bottom, you can contact them.

I have noticed that tracking is all over the place at the moment on Ebay with updates not being correct.