Evri - parcel delivered to wrong address, now missing. Packling refund progress advice

[dealsqualityservice]

Hi,

Sold product and purchased shipping via packling (Evri). Parcel lost in short words, did claim. 
Now packling send me form that buyer need to fill up. I already refund her, what is in it for her to comply with that? How you guys deal with it? Is it better to buy postage directly on website then have full control over claim process or you have some better solution? 

I don`t see how buyer and seller need to do forms (buyer with e-signature or handwritten?!) if there is no fault of buyer or seller. 

Any advice welcome. 
Thank you

[*vyolla* · Accepted solution]

The only way to buy a label via eBay is through Packlink, that's who eBay uses.

If your buyer ignores you and won't complete the form then Packlink should still refund you if they've admitted to losing the package, I can't see why you receiving compensation would hinge on the buyer confirming that they haven't received it, you may just need to fight your corner if that does turn out to be the case. 

[dealsqualityservice]

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"I can't see why you receiving compensation would hinge on the buyer confirming that they haven't received it,"

That`s what I think exactly. 

Thank you so much for your time and advice. I will fight my corner, transaction was made on Ebay with tracked delivery, Evri admitted loosing parcel to buyer. Thanks

[firstgardencity]

Over the years I have had 3 packages go astray that were sent by Evri.

I have never been asked to arrange for a customer to complete a form so are you sure that this is what you have been asked to do?

I am sure I have been asked for a couple of photos of documents but that's all.

May I suggest you ask Packlink to phone you?

[3942rick2005]

I was asked, by Hermes at the time, to get a recipient to state not received when Hermes tracking itself stated that the parcel was lost!

[the-nutwood-collection]

A buyer reported that their Evri parcel had not been delivered when the tracking said it had.  I checked the tracking - no image, and GPS in the general location, but not very close to the buyer's address.

Evri sent me a form for the buyer to complete, the buyer completed it, and I received compensation.

eBay should send the same form to buyers claiming INR.  It would definitely reduce the number of INRs.

[gnosemalf]

I had a purchase delivery from another website dumped in somebody's woodshed, according to the delivery photo, with no GPS (the only recent delivery without). Evri have acknowledged to me that they don't know where it is but I've been trying to get them to provide a statement so that I can get a refund for almost four weeks - they just keep procrastinating.

If the regular Evri guy delivers, everything is perfect but if he goes on holiday, I know that I'm going to have a nightmare. DHL can never find my house so their recent merger is a match made in hell.

[judydoodles]

When I first started selling I used to send a declaration to buyers claiming INR to sign with a SAE (I was selling off an expensive hand bag collection back then and couldn't afford to lose it or the money).  I  found that miraculously all parcels were then received.  (This is to slow to work with IRN case timescales, although a digital signature might work?)

I think clicking on a link to open a case is easier, for many folk, than signing a letter which looks more formal and agreeing to co-operate with the delivery service's investigation.  I pinched the template from a large online retailer in the Noughties.

These days the few buyers reporting INR tend to just message me and I advise them to open a case.  Most packages arrive eventually; I even received a package from RM a few months after I'd refunded the buyer.  I resold it to the same lady.

[dealsqualityservice]

That`s reply I got from them about document - Denial of Receipt (DOR)

Connor (Packlink eBay)

19 May 2025, 18:09 CEST

Dear Krystian,
 
I apologise for any inconvenicne.
 
In order to dispute the delivery, we require the document to be printed and signed by the recipient.
 
Kind regards,

Connor
Support Specialist
eBay Delivery powered by Packlink

[abigailbunny1]

I refuse to use Packlink as their claims process is so difficult to navigate and you can't get through to anyone for help.  The DPD service in particular is very difficult to claim for damage in transit as they require very specific photographs of the damage, which again put the onus back on your buyer to comply and eBay give you no power to withhold a refund until all the required information is received.

Whilst I've found some shipping is cheaper via eBay/Packlink, I've gone back to using Parcel2Go as you can speak to a real person with any problems.  If you are claiming for loss, they will still want confirmation from the buyer that the item has not been received but a copy of any email correspondence will suffice, which you would already have when your buyer reported no delivery.