Item delivered to neighbour - buyer insists it wasn't

[pokeboxuk]

We sent an item to a buyer and it has been delivered to their neighbour. It was with Evri and the tracking says delivered to recipients porch (they don't have a porch) and shows gps coordinates a few houses down and a very close-up photo that annoyingly doesn't include the neighbour's house (why do they do this). However there's a very distinctive path that shows it's definitely in the right street.

I know I have to send a replacement to the buyer, but where do I actually stand on getting the money back from Evri? In the past I would've written it off but I've recently had a bad experience with Evri that has eaten up any goodwill I had. So how do I go about actually getting the value of the item reimbursed due to non-delivery?

[dontwatchnoface]

Evri is a nightmare, no phone number and only online comms to which you only get scripted responses, worst company ever, even when I get goods the evri delivery team just chucks the packages on the ground floor communal hallway, so someone can easily steal it instead of going up to the 2nd floor.

3 months ago I sold a 4 way Nvidia SLI bridge

Buyer claimed not to have received, tracking only shows item delayed in transit

I refunded the buyer

I then tried for 3 weeks to communicate with evri, each time received a scripted response asking me to wait

Tracking just stayed the same

I simply gave up and took the hit

They are the worst company ever and even the rebrand from Hermes to Evri did nothing, companies only use Evri because they are the cheapest out of the good courier companies, like Royal Mail, Fedex UPS ect

Never use Evri

[cobwebcottage]

How did you book the delivery? Packlink or direct with Evri?

Don't send a replacement ( as it may happen again). Refund the buyer and ask them to buy again if you can supply another one.