Lost parcel

[alad1882]

Hi, 

I'm not sure if anyone else is having this problem but I've been having issues with evri delivery. I have sent around 20 parcels over the course of a month and 6 of them have gone missing. 2 out of the 6 went missing at the parcel shop (tracking says I never even sent the parcels which is not

true) and the other 4 have been collected by evri but have not updated in more than a week. I have contacted evri and I have not been able to get through to a human about the 2 parcels lost at the parcel shop but I have been able to contact someone about the other 4 that were collected. They confirmed that 1 of them has been lost and they are still investigating the other 3 and asked me to fill out a claims form. I've lost about £80 worth of items and I've had to offer free replacements on top of that. Does anyone know what I can do in this situation? Thanks

[alad1882]

I also forgot to mention that I am very worried this will affect my small business which I am running on eBay. I've sent replacements for lost parcels which have also gotten lost so this is really devastating for me.

[cobwebcottage]

Touch wood, I cannot remember the last time I had an Evri parcel go missing.  Must be over a year ago.

How are you booking your labels?  If you use Packlink, the tracking will be entered straight away and when you take them to the parcel shop/ PO they will scan the labels and give you a receipt for each parcel.  This also updates the tracking on Ebay. If your local shop is not scanning them then this is the issue so use another shop. 

Also, when you contact Packlink, you will  receive an e mail by a named customer service agent who will investigate any issues and keep in touch until it is resolved or deemed as lost. Then, you can submit a claim.

[dancewithadingo]

Good Morning Alad

Sorry to hear about your problems. This situation could indeed have an adverse effect on your account ie you could end up with  very harmful defects.  The best advice that I can offer is to forget Evri aka Evil and use The Royal Mail.

You will be very lucky to have a resolution from Evri.   They are absolutely hopeless.

Good luck

[rjwilmsi]

What can you do? Here are things to consider/try:

• you say some items didn't get scanned at all - does that mean that at the parcel shop the worker didn't scan the item in front of you? Insist that they do, or take the items to another parcel shop where they do the job properly.
• If Evri items stop getting tracking updates then sometimes using the Evri chat bot on their website to ask it to raise an investigation case will magically result in the parcel getting moving again within a day or so. So do that when necessary.
• Evri deliberately provide minimal customer service (I am saying "minimal" when I actually mean something rude). So getting in contact with them is hard. Best option is using the chatbot and the "missing parcel investigation" or "lost parcel claim form" keywords.
• Claims from Evri: in my experience as Evri have low compensation they make approximately zero effort for lost parcels, so just submit a loss claim for the allowable amount (typically £20) when you can, and hope that your items aren't one of the many excluded from compensation.

I think Evri are OK for low-value non-fragile items. However, I don't think they are anywhere near good enough for items of any real value. You will probably find that Royal Mail Tracked 48 is a much better service at similar prices for parcels up to 10kg, with meaningful insurance and most items covered, and if something does go wrong you can speak to a human and Royal Mail do settle valid claims (they are of course fussy about claims like everybody else).

[thetimetower]

If u use packlink, they are usually good at compensating u for the items and the postage. I've had about 10 missing and 2 damaged and all were compensated in full with postage. I just use Evri now. I stopped using Royal Mail because if something goes missing, they have 1000 ways to get out of paying u compensation. They wanted proof id been at the post office. Proof of the item and that it wasnt on their huge list of things u cant claim on. Plus the tracking on the cheaper services nails your account standing cuz they rarely get a scan.

[afloofdev]

From personal experience, I used to use Evri as it was cheaper, after sending about 10 packages with them, a really important item went missing. The buyer was understanding and it all resolved by them getting a full refund and me getting my money back from Evri, but it was quite a stressfull thing to go through.

Since then I've moved to Royal Mail, they are not perfect, but I haven't had an issue with them.

[voluntryblue]

Don't use evri

[m25jet]

To be honest I'd say that the solution is staring you in the face.  You state that you've posted about twenty items with Evri but that six of them have gone missing, which is a loss rate of roughly one in three parcels!  The loss rate you're currently experiencing is unsustainable in the long term if you don't want to end up with your eBay account being negatively impacted.  Therefore, in order to stop this problem in its tracks I'd strongly advise you to switch companies, especially since only one of the six parcels has been comfirmed as lost, but the other five have not yet been accounted for, whether delivered, in transit, or lost.

Although I no longer sell on eBay I always used to despatch my sold items via Royal Mail when I did sell on eBay, unless they were too heavy and bulky to post, in which case I advertised the items as Collection In Person Only.  In all the time that I sold on eBay I found Royal Mail to be extremely reliable and only ever had one item end up getting lost in transit, which was an item I sold to a buyer in Italy.  The problem was found to lie with the Italian postal service, as the tracking showed that the item had passed through the Royal Mail without any problems, it had made it through Italian Customs and had been passed onto the Italian postal service but at some point ended up getting lost in the Italiam postal system.  I ended up resending the buyer an identical item (it was only a low cost item) which he subsequently received, so the matter was resolved without the buyer needing to open an Item Not Received case, as he contacted me via the Ask Seller A Question option to enquire as to the whereabouts of the item, which is when I decided to check the tracking and see whether I could work out what had gone wrong.

At the end of the day no system is totally risk-free and there will still be some chance that an item may go missing, even if you were to switch companies, but given that you have sufficient proof that the company you are currently entrusting to deliver your sold items are clearly not up to the job, what is the point in continuing to use their services?

[gandestore]

To be honest Royal Mail aren't that much better as I have a parcel that was received by the local post office shop and then for some reason they tried to send it back and got to a mail sorting centre and the tracking ends there. The proof of delivery is a blurred picture of a letter so not even of the parcel.

[santaslonecruzer]

How do you get a claim form, I can't even get to that stage. 

[tressygirl]

You have asked on a thread which is several months old.

Please come back and explain the issue you are having and we can explain how you need to proceed.

[central-lo_96]

I'm also having items go missing with evri. I have spoken to a human but they say it's being investigated which I think is lies. 

Last year I used Royal Mail and same thing happened. I'm losing money because of incompetent companies. 

[tressygirl]

Are you the buyer or the seller?

I'm not familiar with the workings of Evri as I do not use them, for selling.  However, for Royal Mail if you're the seller and have proof of posting with that 16 digit number or with tracking and the item goes missing then after 10 days just fill in the form online,  or on a form from your Post Office and compensation is dealt with.  It's not instant !

If you're a buyer and do not receive your item use eBay's 30 day MBG Money Back Guarantee for a refund.  if there's no tracking to show delivery,  you will be refunded.

https://pages.ebay.co.uk/ebay-money-back-guarantee/

@central-lo_96 

[central-lo_96]

You make it sound easy. I'm not a new seller I used Royal Mail up to January last year I sent about 400 parcels 12 went missing some over £200 in value I took out proper insurance. I item returned to me 6 months later.
My £200 parcel Royal Mail offered me £12 compensation I refused they then made it £18 in stamps again I refused I've heard nothing since. I have never received a penny in compensation from Royal mail.
I thought I'd give Evri a go but it's no better.
I buy my labels through Ebay but they only care about the buyer.
Sometimes I still send by Royal Mail as Evri doesn't deliver to all areas. Weird though so far in 2 years items sold via my website all delivered.

Sent from Outlook for Android<>

[tressygirl]

Yes on paper it does sound easy I agree, and it should be too, with the evidence you can produce with tracking and proofs of postage.

You have been incredibly unlcuky, only selling for just over a year and 12 items missing, that's well above average.  Are you using the same Post Office ?   Personally I would pehaps try another, that is a high percentage they're losing for you.

[cobwebcottage]

Are you buying the Evri labels through Packlink?

I find they are very good if you report an issue to them. They will reply to you within 24 hours and keep in touch until the issue is resolved. 

I have put in 2 lost parcel claims this year and compensation was paid for both without any issues.

[bound2beyours]

Hi, may I ask if what value you provide in filing a claim? Is it the amount that the buyer paid for the item plus postage? Because if so and considering that the item is lost then you basically lost some money ( sale amount) there because you will have to refund the buyer. Thanks

[central-lo_96]

What missing parcel are you talking about I've had several go missing. 

[tressygirl]

If you have not received an eBay item, read eBay's 30 day MBG,  Money back Guarantee,  this is written on every listing on the right hand side, or see here from the link below:

https://www.ebay.co.uk/help/buying/buy-now/making-best-offer?id=4019&st=3&pos=4&query=Making%20a%20B....

Open a case for item not received for each item,  and if the seller does not have tracking to show delivery they must refund you in 3 days.  If they don't,  just escalae the case and eBay step in and force the refund.

Never close a case early for any excuse or promise a seller may make , and do not forget to escalate.

  If you are out of time to claim, you have 30 days,  then turn to your payment provider for help with those refunds.

@central-lo_96