Never use Evri, ever.

[grma6375_kisi6l2]

Sent an item to a buyer using evri simple delivery. Tracking showed it never arrived and Evri confirmed it had been "misplaced". Buyer complained but was otherwise uncommunicative. I refunded the buyer rather than receive negative feedback. Eventually the Evri robot sent me a claim form which I completed, they denied the claim and told me to claim through ebay. Have spoken to 3 ebay representatives, and they totally disagree with Evri. Luckily only £25 but please be aware of this dreadful company. 

[ruby*ryan]

As it was Simple Delivery, eBay should have dealt with the claim. They are the ones that had the contract with Evri, they are the ones at fault.

[grma6375_kisi6l2]

Apparently I made the mistake of taking the buyers complaint seriously and confirming the item was missing with evri, then refunding the item. Both ebay and Evri have denied the claim. The buyer appears not to want to participate in the long winded process, apart from complaining about being unhappy.

[4_bathrooms]

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@grma6375_kisi6l2 wrote:

Sent an item to a buyer using evri simple delivery. Tracking showed it never arrived and Evri confirmed it had been "misplaced". Buyer complained but was otherwise uncommunicative. I refunded the buyer rather than receive negative feedback. 

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One benefit of "Simple" Delivery is that if an item isn't delivered the seller isn't responsible for refunding the buyer provided the SD label has an acceptance scan recorded. Another is that eBay will remove any negative feedback relating to "Simple" Delivery upon request. You should have directed your buyer to open an "item not received" case then allowed eBay to handle it - I assume no such case was opened by the buyer?

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@grma6375_kisi6l2 wrote:

Eventually the Evri robot sent me a claim form which I completed, they denied the claim and told me to claim through ebay. Have spoken to 3 ebay representatives, and they totally disagree with Evri.

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As you didn't purchase the label from Evri (eBay did) you are unable to claim from Evri. Also, as you voluntarily refunded the buyer eBay will now wash their hands of the matter.

There are currently a lot of things about "Simple" Delivery that are unclear, complicated and nonsensical. However, in this case you would almost certainly have been protected if you had followed the published guidance about how SD works. 

[grma6375_kisi6l2]

I reached out to the buyer prior to the item being confirmed missing, just to re-assure them I had my eye on the situation, no response until a few days later they messaged to say they were unhappy. I doubt they would have even bothered going through the INR process, and likely left negative feedback. The ebay people I spoke to seemed genuinely surprised that evri  said ebay were liable.

[grma6375_kisi6l2]

I guess this also requires a potentially disgruntled buyer being compliant with this labyrinth of new fangled ebay policy and following procedure? I have been buying & selling on ebay for almost 20 years but I feel this is a little naughty. Very obscure to say the least

[ruby*ryan]

" I doubt they would have even bothered going through the INR process"

If a buyer doesn't go through the INR process, then they don't get a refund.

[grma6375_kisi6l2]

Thats the problem, I went by his complaint and the tracking, and Evri confirming they had lost it and already refunded.

[4_bathrooms]

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@grma6375_kisi6l2 wrote:

Thats the problem, I went by his complaint and the tracking, and Evri confirming they had lost it and already refunded.

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The point is you shouldn't have voluntarily refunded. The buyer should have been directed to open an INR case as it was eBay who was liable for refunding them. If the buyer failed to open an INR case they would not have received a refund from eBay; a refund they would have been guaranteed under the MBG and the terms of "Simple" Delivery.

You volunteered a refund outside of a Money Back Guarantee case; doing so ended eBay's involvement and their liability.

[grma6375_kisi6l2]

In which case, shame on ebay for being so obscure even their own staff had no clue what was going on. Shame on evri also for their long-term incompetence. 

[grma6375_kisi6l2]

In fact, the ebay staff I spoke to in their rather appealing American accent sounded very re-assuring. One of them even described Evri as being "off their rocker"