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!!

[cobwebcottage]

Are you putting a zero? It isn't the letter O.

[cobwebcottage]

Don't go to Evri direct. They will tell you to go to Packlink and they are best to sort it out for you. You will get a reply from an agent who will investigate what's happened and then send you a link to claim for damage.

[moonpenny109]

Yes, a zero and i have also copied and pasted

[cobwebcottage]

Try this: Go in to your dispatched orders, use the drop down menu on the right and select get another label. This will ask you to log in to Packlink. When it shows you the original label, at the bottom, it will say, contact us.

Use this one to enter your e mail and the tracking number.

[moonpenny109]

Brilliant thank you I'll try this

[thetimetower]

Evri thru packlink, I have to say, is an absolute joy for sellers. U just go to postage labels and find it > contact packlink> file claim for loss/damage. Theyll ask for ur proof of sale amount, proof it was collected. proof of damage if its damaged and done. 99% of the time you'll get a full refund and postage. One reason I use evri with packlink all the  time. Easy to get a claim.

[moonpenny109]

Gives me hope! How long one you have submitted the claim does it take?

[moonpenny109]

I am going round in circles.

Packlink are insisting on photos of the damaged item, I have already told them neither myself nor the buyer bad it but Evri has it.

Why can't they just look at the tracking to see it's never been delivered?

Should I start another claim as 'lost' rather than damaged?

[cobwebcottage]

Have you had a e mail from a named Packlink agent?

If you ask them to investigate first rather than submit a claim, this should be easier.

Once they contact you, you can explain what's happened and they can look at the tracking. They can then advise you if you should be claiming for a loss rather than damage.

[moonpenny109]

I tried phoning this morning too, the number was unobtainable despite trying several ways with the number it's an odd one! 

No I have a contact I will try to keep communicating with them. I can't believe they didn't look at the tracking especially when I explained I do not have photos!

This is the second time I have had issues with Evri, generally they are good.

Am I right in thinking the Packlink will change come 4 February?

[cobwebcottage]

No one knows yet if they will continue with the new postage systems coming in. They are still responsible to resolve any issues with postage bought through them though.

No use trying to phone anyone, they are in Spain and only communicate through e mail.

Once you have a named agent, they should follow it through until it goes to a loss or damage claim.

Just keep communicating with them until you get it resolved.