Item sold has been delayed for days and tracking not updating - Evri

[geomusic]

I posted an item that was due for delivery 5 days ago today, still the tracking shows the same your parcel is delayed message.

I tried the Evri chat and phone and their bot just regurgitates that it's delayed and that's that. Ebay chat won't even acknowledge the issue.

The buyer hasn't opened a case so far, I can't guess why, so the item is in limbo. 

I wouldn't have used Evri as they lost me an item before and are frequently late/slow, but Ebay foisted Evri as the only option, probably from the weight and size of the parcel, so I couldn't choose RM when the order was through.

How long until Evri admit that they 'lost' the parcel (which I believe to be the case)?

Or what happens IF there's a glitch in the tracking and never updates and the buyer actually receives the item, will I ever get paid or claim for compensation from the courier? Should I contact the buyer now or is that unwise?

This wasn't this bad when we could choose our courier.

[**peaseblossom**]

I wouldn't contact the buyer.    i'm sure they will open a case eventually if it doesn't.    If the tracking doesn't update you will get the payment in 14 days.

For futuer sales you can opt out of using Evri here:
https://www.ebay.co.uk/ship/prf

[thepillenwerfer]

If the Buyer does get in touch directly with you tell them to open a "Not Received" case with e-Bay.  e-Bay will then refund them and you keep the money.  If you refund them that's it: you can't get the money off e-Bay nor seek compensation from Evri as your Contract of Service is with e-Bay.

Note that in future you need to switch off Evri when you list something; you can't do it after it has sold.

[geomusic]

Ah it's different than before the changes. Would you contact the buyer before they do, or wait for the buyer to make the first move?

'Note that in future you need to switch off Evri when you list something; you can't do it after it has sold.'

Thanks for that, I did not know.

[thepillenwerfer]

You really do need to read-up on the new system as a lot of the problems people are reporting are down to them making mistakes.  Here's a good place to start: https://www.ebay.co.uk/help/selling/posting-items/setting-postage-options/simple-delivery?id=5575

These are the key points in brief: 

When you list something e-Bay estimate the postage cost.  Providing you accept that they will honour that price even if it's actually too low. 

Most things are covered up to £750 against loss or damage in transit.  This is provided by e-Bay and is over and above compensation offered by Royal Mail and Evri.

Certain categories allow you to use the old system if the item is listed for less than £10 as this can be cheaper for very small things like stamps, coins and postcards.  To get the Custom Postage option to show you have to enter a selling price of less than £10 first.  If you do do the postage like that you don't get the benefits above though.

As for contacting the Buyer I'd leave it.  If they are being patient it's possible that the item may resume it's journey.  I think that a recipient can ask Evri to delay delivery to a time that suits them but don't know what the tracking would show if that's what they've done.

[geomusic]

Thanks for the tips.

The item was finally delivered yesterday, 5 days later than the estimate delivery day, which to me is about unacceptable. The tracking showed something about a missing connection, so I doubt it was requested by the recipient, but who knows what it would say on the tracking in that case, like you mentioned.

The buyer hasn't been in contact or left feedback, so I'm thinking of sending them a message saying sorry about the delay but it was out of my control. Having checked the buyers profile he does leave feedback generally, so I really don't want a neutral or even negative for something like that. But sometimes users are a little peculiar about being contacted, so I don't know. Any thoughts?

[thepillenwerfer]

Under Simple Delivery any feedback about late delivery can be removed.

From the link I gave above:—

If the item is posted with the prepaid label provided and scanned by the carrier within your stated handling time, you can also benefit from the following:

• Your seller performance standards and service metrics won't be affected by late deliveries
• You can request the removal of negative or neutral feedback about delivery using Seller Help