Item damaged in transit, how do I make an EVRI claim?

[videox]

EVRI delivered an item that they had damaged in transit.  How do I make a claim for compensation?  Their website uses an automated assistant that keeps telling me to contact the seller. I am the seller!!!

[*vyolla*]

You can open your claim here:

https://support-ebay.packlink.com/hc/en-gb/articles/360014270619#

You will need your Packlink reference number which you can find here:

https://delivery.ebay.co.uk/private/shipments/ready-to-purchase/

[thetimetower]

If its through packlink. Open a claim thru POSTAGE LABELS in ur backoffice. Send them proof of value and pics of damage. Usually they accept reimbursement in hours when its damage and u receive full compensation within 30 days. If u bought evri direct im not sure,.

[roger_roger_over_and_nowt]

What type of item was it as some items are not covered by some couriers ?.

[technthread]

As mentioned, it depends if you bought it through Packlink on eBay, Evri directly or another 3rd party such as Parcel2Go. 

Whilst you have communication with the buyer ask them for some pictures. When I had to put a claim in they wanted internal packaging, external, packaging and item damage shown with the label also present in the photo etc. It meant a bit of back and forth with my buyer which didn't go down well so I get as much as I can up front before the buyer bins anything.

They can make you jump through hoops and the claim process can be slow.

[_localhost_]

Good luck making a claim from them. I can honesty say i've never heard of anyone making a successful claim with them. Including myself.

As mentioned above by Anne, their list of 'not covered' items is vast: https://www.evri.com/news/check-before-you-send

the ONLY time i'd ever use them is for sending books. even then I would'nt trust them with anything of any value.

[rjwilmsi]

Check the Evri terms and conditions as to whether your item is covered for damage - Evri have a very long list of items excluded from compensation. If your item isn't covered then there is no point in you raising a claim - it will be rejected.

(If you would like items to be covered then pick a courier that covers them e.g. Royal Mail Tracked 48 tends to cover everything except jewellery and cash)

[sueseller2]

Really helpful advice - thanks!  

[johnwash1]

There was even a post here a few years ago where the seller was furious because Hermes/Evri was trying to deny a claim on the basis that the item was in a category they had ADDED to their exclusions list AFTER the purchase.

Back when I used Hermes and I had something go astray, they gave me a refund in the form of credit on future purchase of shipping.  Decent companies would give you a refund on your credit card.

[routinebiteshard]

hi. this is useful thanks for links as the website is a joke sending you around in circles. so tried this and it is asking for original invoice to prove the value of the goods - well its 25 years old and i have no receipt for that length of time and then it asks for proof of the damage with images. . well i do not have the goods and the buyer does not have the goods. they cannot deliver as the item is damaged in transit and they cannot deliver... so how can i supply images of the damage they have informed me they have created. this is so frustrating and feel like giving up which i suppose they want and why they make it so hard. but i wrote it off the first couple of times but cannot keep taking a hit for parcels they are not delivering and i am having to refund for.

[4_bathrooms]

---

@routinebiteshard wrote:

well its 25 years old and i have no receipt for that length of time and then it asks for proof of the damage with images. . well i do not have the goods and the buyer does not have the goods. they cannot deliver as the item is damaged in transit and they cannot deliver... so how can i supply images of the damage they have informed me they have created.

---

I would have suggested a letter before action but...I'm guessing it was the camera?

[twfan11]

If it wasn't via packlink you can claim directly.  But it is not an obvious route. I have claimed successfully and as I remember you first use the chatbot to report a delayed package. The bot will say, it can see there was a problem and offer to escalate it. But there is no escalate option. You need to choose call back, even out of call back hours.  Then it will give you the option to start a case online. 

However the first thing the compensation person will do is check if its eligible. And if it was a camera it isn't. 

[watertowerfurnishings]

thanks for info. i did not get an option of selecting a call back. i found the claim form via link posted here and have tried to submit but like i say how can i submit images of damage for something they still have in transit yet state on the system it is damaged and cannot be delivered. unless they return it to me or attempt to deliver to the customer i cannot see how i progress the claim as they will not accept and i cannot submit without add images. it was not a camera - but i was unaware they do not cover them which sounds odd, why on earth not i wonder. it was a poster in a strong poster tube. low value but still annoying as happened a few weeks ago too and i wrote it off but i am paying for a service i am not getting and obviously this leads to unhappy custom and the risk of negative feedback even after refund. 

[f.stop]

apologies if any confusion, work and personal account log ins both used above by accident. same evri damaged item issue... well i was not expecting this after two days.. i winged it and took a screen shot of the ebay sale as proof of value and when it asked for proof of damage i just added an image of the product itself with a note saying how on earth can i send you an image when you have damaged it and the customer or I do not have the item. seems i got someone with some degree of sense and empathy and a full refund of goods and postage paid is on the way..

Thank you for providing all the requested documentation.
 
The compensation claim for loss of the shipment H0067***4**2**** - GB20**EBAY000*7**** in favour of ****s s******* has been accepted. You shall receive a further notification from us confirming the payment of the compensation refund.
 

✚	CONCEPT	AMOUNT	DATE OF PAYMENT
✚	Goods Compensation	8.49	06-03-2025
✚	Postage cost refund	2.45 + VAT where applicable	27-02-2025

[turpers10]

Hi 

Just reading your message, sounds like the same thing has happened to me.  How did you contact Evri was it by phone or online?

also did you refund your buyer straightaway before getting refund? 

[routinebiteshard]

hi. sorry for the delay you are perhaps sorted now, if not this is the link to the form you need to submit a loss or damage claim against evri packlink. yes i refunded my buyer before the loss was settled in my favour inc. original p+p. have fun and good luck...

https://support-ebay.packlink.com/hc/en-gb/articles/360014205520-Loss-Claim