Simple delivery - EVRI ! - Customer state that locker was empty

[paweucio]

Hi, I sold the item and shipped it using Evri. The parcel was late, and in the meantime the customer changed the delivery address to a locker. That was his choice, and he did this change via Evri, not via me. Now, eight days later, he has messaged me saying he went to the locker and it was empty. I did everything on my side as best I could. I do not want to issue a refund as it is totally not my fault.

[**peaseblossom**]

Ask them to open a "not received" case.   As long as the tracking does not show delivery and as long as you used eBay's Simple Delivery postage ebay will issue the refund themselves and you keep the payment.

[paweucio]

Thank you for reply, in tracking state that parcel has been collected. 

[**peaseblossom** · Accepted solution]

In that case the buyer won't win a "not received" claim with ebay.

[paweucio]

Thank You very much!

[**peaseblossom**]

You're welcome.   🙂

[paweucio]

Interesting fact: the parcel was marked as delivered, but after the customer contacted Evri, it was ‘delivered’ a second time - again to the locker, and it was empty. I have open a case and can’t do anything more, will ask ebay to step in. I tried to reach a live person at Evri, but that’s impossible. I think I’ll stop using them altogether.

Evri lying

[4_bathrooms]

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@paweucio wrote:

Interesting fact: the parcel was marked as delivered, but after the customer contacted Evri, it was ‘delivered’ a second time - again to the locker, and it was empty. I have open a case and can’t do anything more, will ask ebay to step in. I tried to reach a live person at Evri, but that’s impossible. I think I’ll stop using them altogether.

Evri lying

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Do you mean the buyer has opened a case? If so, what reason is stated for the case being opened?

If this was a Simple Delivery label you're wasting your time with Evri as you are not their customer (eBay is). Which item was it?

[paweucio]

hi, yes buyer opened case as "Buyer didn't receive the item", and yes it was simple delivery, item worth about £380 

[4_bathrooms]

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@paweucio wrote:

hi, yes buyer opened case as "Buyer didn't receive the item", and yes it was simple delivery, item worth about £380 

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In that case you don't need to do anything.