Evri parcel damaged beyond repair

[moonpenny109]

My buyer contacted me saying they had been messaged to say the package was damaged, he has not received the parcel.

I bought an Evri label through Ebay, what are my next steps as Evri are useless they kept telling me to contact the seller ie me!!

[**peaseblossom**]

You'll have to refund the buyer and claim for yourself.   Details here:
https://support.packlink.com/hc/en-gb/articles/5528489675922-How-can-I-request-compensation-for-dama...

[myriad*seller]

Apologise and refund the buyer in full

Then contact Packlink to put in a compensation claim for the cost of your lost item 

Make sure you check the long list of excluded items before you contact Packlink as they don't cover a lot of items and if your item is excluded from cover, making a claim would be a waste of time. 

[moonpenny109]

Started the claim however I cannot see I had an email from them with the 32 digit reference, I can find the label but no reference ?? Great start why is everything so complex!!

[cobwebcottage]

Check the tracking on Ebay and see what the status is.

Evri should not be contacting the buyer but the seller. Ask the buyer to send you a screenshot of the message and see if it matches the status on the order.

This is a well known scam where people are contacted by 'Evri' so double check before you refund them.

You can ask Packlink to investigate where the parcel is.

[myriad*seller]

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@moonpenny109 wrote:

Started the claim however I cannot see I had an email from them with the 32 digit reference, I can find the label but no reference ?? Great start why is everything so complex!!

---

They will need to see proof you have refunded the buyer before they will entertain your claim, as until you do so, you have no loss to compensate.  

The reference should be on the label?

[cobwebcottage]

Text from Evri scam doing the rounds again. - UK eBay Community

[myriad*seller]

Cobweb has given you some important info there

Can you check the tracking yourself on the Evri website (not via any link or via eBay) and see what it says?

[moonpenny109]

The reference on the label is not a 32 digit reference.

On Packlink I have tried to find this ref by entering my email and the tracking reference from the label on for it to state this:  Packlink reference not found

Very Frustrating!

[moonpenny109]

I have and it says damaged beyond repair 

[moonpenny109]

This is what I received from the buyer:

[cobwebcottage]

I have just entered the tracking number in Evri and it is a genuine message. 

Did you use this link to contact Packlink? 

Loss claim – Packlink Help Center

Make sure there are no spaces at the beginning of the tracking number when you enter it.

[arkwebus]

If the date for delivery has passed then surely the buyer must open a "non receipt" case with eBay?  The seller does not have to do anything until that has happened?

@moonpenny109 

[moonpenny109]

Estimated date is between 30th and 3rd January, do you think I should wait?

Also do they have to start the process or do I as the seller? I have never had a Evri go missing, are Packlink some sort of intermediary just wondering why I shouldn't be going direct to Evri in this situation.

[moonpenny109]

Hi

Each time I put in the reference starting HO (no spaces) I get this message 

There is a problem and this section can't be shown.

I cannot find the packlink reference number, I am at a loss where to go from here.

[myriad*seller]

You have to obtain compensation via Packlink as this is who you paid, and who you have the contract with.

Evri won't entertain your claim when you buy via Packlink 

[myriad*seller]

Search for your packlink reference using this website 

https://support.packlink.com/hc/en-gb/articles/4404920852882-How-can-I-retrieve-my-Packlink-referenc...

Or the eBay packlink search webpage 

https://support-ebay.packlink.com/hc/en-gb/articles/4407787102994-How-can-I-retrieve-my-Packlink-ref...

[moonpenny109]

This is all worrying!

[moonpenny109]

I have tried both links with the same result.

[moonpenny109]

It is also annoying given it was well packed....